Genesys Cloud - Main

Hi everyone,

I'm wondering if anyone has encountered the following behavior in Genesys Cloud.

Our customer changes the agent's status through the Platform API from an external web application. In one particular case, we observed the following:

• The Agent Status was Busy.
• The Routing Status remained Idle.
• An ACD call was still delivered to the agent.
• The Timeline in the Genesys Cloud UI also showed the agent as Busy while the Routing Status was Idle.

We have not been able to reproduce this issue in any of our test environments, and we have not observed the same behavior at any other customer sites. So far, this has only occurred in this specific customer environment.

We have already opened a support case with Genesys Product Support, and the investigation is currently ongoing. However, I wanted to ask the community if anyone has experienced similar behavior or has any insights while the investigation continues.

Has anyone encountered a situation where the Agent Status is Busy while the Routing Status remains Idle, resulting in an ACD call being delivered?

Any insights, possible causes, or suggestions would be greatly appreciated.

Thank you!

Hi Jiwon,

From my understanding, this comes down to how Genesys Cloud treats presence (user status) and routing status as two separate and independent systems.

Routing status is managed by Genesys Cloud based on the agent's routing activity (for example, Idle, Interacting, Not Responding, or Off Queue) and isn't something users set directly.

Presence, on the other hand, reflects the user's selected availability state (for example, Available, Busy, or Away). Because these are independent, an agent can legitimately appear as Busy in presence while simultaneously showing Idle as their routing status.

Since ACD routing decisions are based on the agent's routing status rather than their presence, that would explain why the interaction was still delivered if the Platform API updated only the user's presence.

One thing worth checking is whether the external application was updating the agent's presence via the Platform API, rather than their routing eligibility or On Queue state.

Since you already have a Product Support case open, that's the right path for a definitive answer. Hopefully this provides some context while the investigation continues.

Hope this helps!

Reference links:

• Routing status: https://help.genesys.cloud/glossary/routing-status/
• Presence and routing status: https://help.genesys.cloud/articles/queues-activity-detail-view/