Genesys Cloud (formerly PureCloud)

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Duration in Queues Activity - Agent Details

  • 1.  Duration in Queues Activity - Agent Details

    Posted 11-07-2019 20:06

    In the  Queues Activity View below, 2 agents who have logged off have an interaction duration still associated with them.The description for Duration in this view is

    "The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then PureCloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3. 

    If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW  icon, and Hold time appears beside the Hold  icon. 

    The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong this queue, for example, the interaction belongs to another queue. "

    It appears these interactions have not fully disconnected.
    Can anybody advise if there is a more definitive explanation for this?


    Peter Dougherty
    Pyrios (Pty) Limited

  • 2.  RE: Duration in Queues Activity - Agent Details

    GCAP Member
    Posted 11-12-2019 11:06
    Hi Peter,

     I've experienced this when agents have not logged out of the system correctly - the interaction continues. The best way to deal with it in these instances is to re-educate on correctly logging out before the end of shift, if the interactions are still there then you need to gather the interaction ID and terminate them in the "disconnect interactions" section of routing.


    Gordon Thomson
    Dialler Manager

  • 3.  RE: Duration in Queues Activity - Agent Details

    Posted 11-12-2019 20:58
    It looks as though the agents have gone offline without disconnecting those interactions.  If you want more insight you may want to submit a support case with your OrgID as well as the conversation IDs for those conversations so that they can look into those in more detail.

    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees