Routing Scenario - any feature/function available? (Genesys Engage)

[PFCCWA]

Hello
Its been a while since using this forum so wondered if it still had active users.
I am working on a Genesys Engage solution and have a scenario to find possible solutions for.

We have agents working both on site (OFF) and remotely (WFH).
It is not fixed as to when they are OFF or WFH, so may be either on any day of the week.  They use same method to login (WDE).
Normal routing is skill based and targets both location agents (they share call skill and site skill).
The problem scenario is if the OFF agents experience a site emergency and have to leave their workstations.  In our current routing, the site is placed into emergency mode and genesys routing no longer targets ANY agent with the skills (so takes out the WFH agents as well).  If there are no other agents with target skill in another site, the call is diverted to an announcement and disconnected.

What options do we have to resolve this scenario? Without manual intervention preferably. Also i dont think genesys is able to determine if agent is OFF and WFH based on how they login.  Could we use WDE to do this? if documented, any links to genesys docs that provide more info?
Or what have others done in this same situation.

We use SIP v81/GVPv85/WDEv85/URSv8.1/SSv8.5/IRD.
hope it makes sense.
thank you!

[nonny]

I've been away from Engage too long to really give any wonderful suggestions (other than maybe some WDE plugin that might be able to gather IP address and then programmatically assign an OFF/WFH skill).  But I will say this problem exists in Genesys Cloud too.  So if your client has any plans to migrate to Genesys Cloud you'll want to keep in mind that you may not be able to replicate the solution you put together in Engage.  A lot of us over on the Genesys Cloud space have been trying to get a decent and simple solution for this for a number of years now.

[terry]

Hot sure if it help or if it relevant at all, but basically there is statistic CurrentStateReasons.

If TServer request (like RequewstAgentLogin) changes agent state then reasons (if any) of this request are available through this statistic and accordingly in routing strategy and likely in skill expressions.

Meaning something like this if RequestAgentLogin to SIP server has attribute Reasons with say key site set to OFF, then for example skill function sitex can check if agent logged with such reason : Skill1>value1 & ... & sitex(OFF)
 

[cavagnaro]

Not sure if helps but I developed an app that monitors the logins and request the IP Address from CfgServer, if it is local I assigned a skill to know it was local location = home, or if not location = remote. So then we target those as needed in combination with other skills.