Configuring the Employee Control activity

The Employee Control activity enables workflows to interact with employee presence, either changing the presence and reason code of an employee or reading the current state and storing it in variables for use in the workflow. For example, a contact center could set up a workflow with the Employee Control activity that employees using mobile devices can call to change their presence when they do not have access to agent applications such as Ignite or Contact Center Client.

The Employee Control activity can perform two kinds of actions within a workflow:
  • Read—The Read action enables you to collect the employee state and reason code within the variables <<PresenceState>> and <<PresenceReason>>. Only one employee’s presence state and reason code can be stored in the variables at a time.
  • Update—The Update action enables you to change the employee’s presence state and, if the state is Busy or Do Not Disturb, add a reason code.
Note:

Updating an employee to Available will place the employee in Logged In, Not Present. Employees must log into their agent groups themselves

The Employee Control activity is available in:
  • Inbound, Outbound, RAD, Inqueue, and Agent workflows
  • Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines
  • Inbound, Outbound, Inqueue, Agent, and Media workflows
  • Inbound, Outbound, Management, UPiQ, Callback Inbound, Agent, and Media subroutines.
The following procedures explain how to
  • Read an employee’s presence
  • Update an employee’s presence
To read an employee’s presence
  1. Right-click the Employee Control activity and select Configure.
  2. After Action, select Read.
  3. After Employee, click ….
  4. To select an employee, in the Employee tab, select the employee.
  5. To select a variable, in the Variable tab, select the variable containing an employee’s ID.
  6. Click OK.
  7. Click Save.
To update an employee’s presence
  1. Right-click the Employee Control activity and select Configure.
  2. After Action, select Update.
  3. After Employee, click ….
  4. To select an employee, in the Employee tab, select the employee.
  5. To select a variable, in the Variable tab, select the variable containing an employee’s ID.
  6. Click OK.
  7. After State, select a state from the drop-down list.
  8. If you select Busy or Do Not Disturb, after Reason click ….
  9. To select a reason code, in the Make Busy Reason or DND Reason, select a reason code and click OK.
  10. To select a variable, in the Variable tab, select the variable containing a reason code and click OK.
  11. Click OK.
  12. Click Save.
Parent topic: Activities
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