Genesys Cloud - Main

An agent that was not on queue a few days back was alerted to a call. As seen in the report, the agent was off queue pretty much the whole shift but for some reason they got alerted to a call and even when to not responding state. I'm not seeing any setting that would bypass being off the queue and send them a alert for a ACD Inbound call. Anybody seen something similar happen?

Hello Jason,

Are you able to see if the ACD interaction was transferred directly to the agent? If that happened, this agent would be marked as Not Responding.

Hi Jason,

Yea there was no transfer that happened with THE acd to the agent. They were the first to be alerted when the call went to the queue.  

Looks like it was related a new permission that enabled agent to take calls while off queue.

I was able to find the following information below:

• Agents have the following permission: 
  • Routing > Conversation > Accept Off-Queue – To accept a direct routing interaction while the direct routing agent is Off queue and Available
    
    Note: When you enable this permission, agents will receive interactions as if they were on the queue.

It looks like there is more information about this in the following Resource Center article.