Configuration and administration of the unavailability-related entries in the PegaCall menu
Hello.
A client has a set of questions related to the pause-related entries in the PegaCall menu.
OOTB, there are 3 unavailability-related entries in this menu : In a Meeting, Out of the Office and Lunch Break.
The client would like to:
- modify the the labels
- add new types of unavailability "motives"
- allow or disallow using an unavailability "motive" to a user depending on his/her profile
- administrate all this dynamically by allowing an adlministrator to change all these settings
I'm pretty confident the two first requests can be met quite easily. Correct me if I'm wrong.
But I'm not sure the two others can be achieved. Or maybe with some deep customization.
Any help/clue welcome. Thanks.
Regards,
Frdéri POCHARD
***Updated by moderator: Lochan. Removed user added Ask the Expert tag. Apologies for confusion, shouldn't have been an end-user option***
Pegasystems Inc.
IN
Hi Frdéri,
You can change or add new unavailability state labels in 'AgentAvailabilityCall' navigation rule. But you have to use new Reason codes for the new states and need to check the impact on the reason codes where ever we are using.
Third is also easy to achieve with a WHEN rule as the visibility condition on the menu item.
For ex, based on the 'position' of the operator, you can create a when condition and use it as a visible condition in the navigation menu item.
For the last one, who ever have access to Designer Studio can make these changes. There are no special administrative places for it.
Thanks,
Hanisha