Can Presence State in a custom workspace can be automatically set to Busy when an agent rejects?

[Krzysztof_KK]

Hi, we've been trying to achieve a situation, when an agent rejects the incoming interaction and his/her Status changes automatically from Available or Busy (or any other desired state).

Is there any OOTB solution for this or do you have any ideas on how it can be done? I've been trying with a BR on awa_work_item but it doesn't seem to work.

[Anurag Tripathi]

Hi ,

There is no OOB setting or configuration to achieve this. The only setting I remember was there to set the state to offline after x mins of inactivity.

[kking1064]

As a combination of what Anurag and Kilo said, you can set the After Timeout presence to busy and then when an agent ignores the incoming chat and lets it time out, it will both reassign and mark them busy for when/if the chat comes back around the queue or if something new were to come in. As Krzysztof said, they would then need to mark themselves available manually again when they are freed up, which could lead to users getting the "no agent available" message.