Status not appearing in WFM software


Note: This article applies to the Verint WFM RTA integration.

An agent’s status is not appearing in your WFM software. An agent’s status may not appear for several reasons:

  • The agent is not included in a monitored queue.
    • Add the agent to the queue being monitored.
  • The queue that the agent is a part of is not being monitored. 
    • Add the queue to the list of monitored queues.
  • The integration is ignoring a particular presence of an agent. 
    Note: The integration only maps ACD presences such as on-queue and off-queue to state codes in the connector configuration.

For more information about the integration, see About the Verint WFM RTA integration.