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  • 1.  Actual Activity Showing "Off Queue" While Agents Are Handling Calls (Adherence Impact)

    Posted 10-06-2025 11:32
    No replies, thread closed.

    Greetings,

    I'm seeing an issue within Genesys Cloud for October 1st where some team members' Actual Activity on the schedule is displaying as "Off Queue" even though they were actively logged in and handling calls during that time.

    Because of this, their adherence percentages are being calculated incorrectly, showing as non-adherent when their activity should have been considered "On Queue." This is negatively affecting overall adherence reporting and performance accuracy.

    I've reviewed the schedule configuration, adherence exception settings, and presence mappings, and everything appears to be set up correctly. It seems like Genesys may not have accurately tracked the agents' states for certain intervals that day.

    Has anyone else encountered this issue or found a way to correct adherence when Actual Activity does not align with the agent's real activity? I'm attaching a screenshot that shows an example of what I'm seeing. When looking at agents Charone and Afnan, they show handling calls in the same time their 'Actual Activity' shows "Off Queue".

    Any insight or suggestions would be appreciated.


    #WEM - Quality, WFM, Gamification, etc

    ------------------------------
    Jon Baldwin
    ------------------------------


  • 2.  RE: Actual Activity Showing "Off Queue" While Agents Are Handling Calls (Adherence Impact)
    Best Answer

    Posted 10-06-2025 13:34
    No replies, thread closed.

    There are various ways that could happen...

    For example, someone can be "Off Queue" but still be placing calls outbound On Behalf of Queue, and you would see what you have in the screenshots.

    I recommend taking a look at the specific interactions handled during the time period, and if it still makes no sense open a Support case to see if they can dig something out of the back end logs.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: Actual Activity Showing "Off Queue" While Agents Are Handling Calls (Adherence Impact)

    Posted 10-06-2025 13:55
    No replies, thread closed.

    Hi @George Ganahl, thank you for the quick guidance.

    I reviewed the affected agents in the Agent Timeline for October 1 and their statuses and handled interactions both show On Queue during the intervals in question. Given that, I will open a Support case so they can review the back end logs.



    ------------------------------
    Jon Baldwin
    ------------------------------

    Original Message


  • 4.  RE: Actual Activity Showing "Off Queue" While Agents Are Handling Calls (Adherence Impact)

    Posted 10-06-2025 16:39
    No replies, thread closed.

    I had the same issue on 10/1/25, but it appears that the system has refreshed and resolved all the off-queue issues.



    ------------------------------
    Christopher Herrmann
    Director of Patient Services
    ------------------------------



  • 5.  RE: Actual Activity Showing "Off Queue" While Agents Are Handling Calls (Adherence Impact)

    Posted 10-06-2025 16:45
    No replies, thread closed.

    Genesys is still showing the same from my end but your update is promising. Thanks @Christopher Herrmann!



    ------------------------------
    Jon Baldwin
    ------------------------------

    Original Message


  • 6.  RE: Actual Activity Showing "Off Queue" While Agents Are Handling Calls (Adherence Impact)

    Posted 10-06-2025 17:42
    No replies, thread closed.

    Yes, my first thought was how the back end systems can take 3 days to get all the data properly aligned if one portion of the system has a glitch one day...but since Oct 1 - 6 is more than the usual three days I wasn't sure it would apply.

    Maybe...fingers crossed for Jon :-)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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