Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Hi Sam,

Thank you for your response. I understand if they are in lunch they wouldn't receive calls, but why would the system change their status from Meal to Off-Queue, and why if they are on an interaction, would their status change to Off-Queue?   

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Sam I am so sorry, I have been saying Off-Queue when I should have been saying Off-Line.  Does that change your response?

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Hi Barbara,

That does make a difference :D

If they are going offline whilst connected, is it disconnecting the customer or just showing the agent as offline and still connected to the customer?

With regards to being logged out whilst on lunch, I would check what the inactivity time out is set to: Set an automatic inactivity timeout

Sam I am so sorry, I have been saying Off-Queue when I should have been saying Off-Line.  Does that change your response?

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Hi Sam,

Thank you for the information about the inactivity timeout.  I have forwarded that to my IT team.  Regarding the going offline while they are interacting with a member, no it does not disconnect them, but the MSRs sometimes "forget" to back on queue, which requires us to constantly watch the queue.  This happens alot. 

Barb Lawson

Hi Barbara,

That does make a difference :D

If they are going offline whilst connected, is it disconnecting the customer or just showing the agent as offline and still connected to the customer?

With regards to being logged out whilst on lunch, I would check what the inactivity time out is set to: Set an automatic inactivity timeout

Sam I am so sorry, I have been saying Off-Queue when I should have been saying Off-Line.  Does that change your response?

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------

Hi Sam,

Our team confirmed our Inactivity Timeout is set to 240 minutes, so they say this is not the problem.  Any other ideas?

Hi Sam,

Thank you for the information about the inactivity timeout.  I have forwarded that to my IT team.  Regarding the going offline while they are interacting with a member, no it does not disconnect them, but the MSRs sometimes "forget" to back on queue, which requires us to constantly watch the queue.  This happens alot. 

Barb Lawson

Hi Barbara,

That does make a difference :D

If they are going offline whilst connected, is it disconnecting the customer or just showing the agent as offline and still connected to the customer?

With regards to being logged out whilst on lunch, I would check what the inactivity time out is set to: Set an automatic inactivity timeout

Sam I am so sorry, I have been saying Off-Queue when I should have been saying Off-Line.  Does that change your response?

Hi Barbara,

Welcome to the community.

When an agent is "On Queue" it is setting the routing status to be available for new interactions to be routed to the agent.  If they are in a lunch status, then they wouldn't be available for new interactions so this would set the user to off queue, as you probably wouldn't want an interaction routed to an agent if they are not at their desk. Here is the resource centre articles for On queue and off queue and About status, presence, and activity indicators.  I hope this helps, but let me know if you need further clarification

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 09-23-2024 09:50
From: Barbara Lawson
Subject: Agent Status Changing without prompting

Good morning,

We are new to Genesys Cloud and are experiencing issues with our agent's statuses changing to "Off Queue" while either on the phone with a member, or while they are at lunch.  We can't figure out why this is happening.  Anyone else experiencing this?

Thanks for your help!

Barb

------------------------------
Barbara Lawson
Aberdeen Proving Ground Federal Credit Union
------------------------------