Dear Experts,

Below is a screenshot fromt the Genesys Purecloud training.  Just wondering, how could an agent be classed as idle while the agent is interacting? thanks for your time and assistance on the clarification.  I do understand these trainings are recorded in a test/training platform with simulated agents and customer interactions.. however this doesn't sound right.. please clarify.. 

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#PureCloudQAEpisode

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Saravanan Digital
Individual Only Contact Account
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Hi Saravanan,

Inactive and Active refer to Agent Activation within a queue and are not related to presence/status and sub statuses (on-queue, idle, available, etc.).

Queues also have membership, which determines what agents belong to a queue. The difference between Activation and Membership, is that an Agent must be a member of a queue in order to be activated and there are different permissions. You may give Supervisors permission to manage Activation and/or allow agents to manage their own Activation within a queue, but you may decide to only allow admins to manage membership. You may have a queue with "backup" agents, who you choose to Activate if you have a higher than usual call volume.

Idle simply refers to an on-queue agent who is available to take queue calls and is not currently interacting or not responding.

To answer your question about the training screenshot specifically, the call could be on a different queue or more likely, the agent was set to Inactive after being assigned the interaction.

Thanks,

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Daniel McLeod
Qsect LLC
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Original Message:
Sent: 06-11-2020 16:30
From: Saravanan Victory Shanmugam
Subject: Agent shown as Inactive while Interacting - Training Video

Dear Experts,

Below is a screenshot fromt the Genesys Purecloud training.  Just wondering, how could an agent be classed as idle while the agent is interacting? thanks for your time and assistance on the clarification.  I do understand these trainings are recorded in a test/training platform with simulated agents and customer interactions.. however this doesn't sound right.. please clarify..

​
#PureCloudQAEpisode

------------------------------
Saravanan Digital
Individual Only Contact Account
------------------------------

Hi Daniel,

That is perfectly clear. Many thanks for your kind time and assistance on this. 

Cheers, Saravanan.

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Saravanan Victory Shanmugam
Individual Only Contact Account
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Original Message:
Sent: 06-12-2020 09:01
From: Daniel McLeod
Subject: Agent shown as Inactive while Interacting - Training Video

Hi Saravanan,

Inactive and Active refer to Agent Activation within a queue and are not related to presence/status and sub statuses (on-queue, idle, available, etc.).

Queues also have membership, which determines what agents belong to a queue. The difference between Activation and Membership, is that an Agent must be a member of a queue in order to be activated and there are different permissions. You may give Supervisors permission to manage Activation and/or allow agents to manage their own Activation within a queue, but you may decide to only allow admins to manage membership. You may have a queue with "backup" agents, who you choose to Activate if you have a higher than usual call volume.

Idle simply refers to an on-queue agent who is available to take queue calls and is not currently interacting or not responding.

To answer your question about the training screenshot specifically, the call could be on a different queue or more likely, the agent was set to Inactive after being assigned the interaction.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-11-2020 16:30
From: Saravanan Victory Shanmugam
Subject: Agent shown as Inactive while Interacting - Training Video

Dear Experts,

Below is a screenshot fromt the Genesys Purecloud training.  Just wondering, how could an agent be classed as idle while the agent is interacting? thanks for your time and assistance on the clarification.  I do understand these trainings are recorded in a test/training platform with simulated agents and customer interactions.. however this doesn't sound right.. please clarify..

​
#PureCloudQAEpisode

------------------------------
Saravanan Digital
Individual Only Contact Account
------------------------------