Enabling Managers to Disconnect Helpdesk Agents

There might be situations when for good reasons, the Helpdesk Managers need to disconnect agents from queue(s).

As bot author, you can design the bot so that you provide the helpdesk managers with this possibility. To do so, create a flow as follows:

  1. Create a step of type Action which gets the list of online helpdesk agents and on the step, in the PostActions section, add the internal action GetOnlineHelpdeskAgents.

    2. You can get the list of online agents from a specific queue by specifying the queue code in one of the following formats: [[Entity]].QueueCode, @queueCode, or "<queueCode> ". If you do not specify a queue code, you will get the list of all online agents.

  2. Create a hero or choice step (with @option in the Input mapping field) which will return the list of online agents.

  3. Add a step of type Message to take specific helpdesk agents offline. In the PreActions section of the flow step, add the internal action TakeHelpdeskAgentOffline. Provide a parameter based on the agents you want to disconnect:
    • no parameter, if you want to take offline the agent found in the [[HelpdeskAgent]] entity.
    • Queue code, if you want to take offline agents in the specified queue. You can provide the queue code using one of the following formats: [[Entity]].QueueCode, @queueCode, or "<queueCode> ".
    • List of agents, if you want to take offline a specific list of agents. You can provide the list of agents as entity list using one of the following formats: [[HelpdeskAgentList]], or [[<entity>]].<ListOfAgents>.

You can add other flow steps to accommodate your needs.