Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in. 

Hello! What are you defining as logged in, or what are you trying to track? 

Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in. 

Hi Shannon :) 

What I would like to be able to track (more of performance data), is from that logged in, what is being consider on the sum, for example, Idle time, plus, break, meal break, etc.... 

I did a quick math with some examples and it seems that it added on queue time and off queue time, but it would only have a portion of the story, because in this case we will need to know what statuses or actions are counting towards the On Queue Status and Off Queue status, to understand better if our agents are performing well, underperforming, or are on track, considering occupancy levels and volumes. 

Hello! What are you defining as logged in, or what are you trying to track? 

Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in. 

Okay, below should help. 

Logged in = On queue+ Off queue

On queue = Idle + Interacting

Off queue = Available + Busy + Break + Meal + all your other off queue codes you have configured like Meeting, Training, or any ones specific to your company.

Let me know if that helps! 

Hi Shannon :) 

What I would like to be able to track (more of performance data), is from that logged in, what is being consider on the sum, for example, Idle time, plus, break, meal break, etc.... 

I did a quick math with some examples and it seems that it added on queue time and off queue time, but it would only have a portion of the story, because in this case we will need to know what statuses or actions are counting towards the On Queue Status and Off Queue status, to understand better if our agents are performing well, underperforming, or are on track, considering occupancy levels and volumes. 

Hello! What are you defining as logged in, or what are you trying to track? 

Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in. 

Shannon you rock!

Have an additional doubt, Genesys does not show the secondary statuses on the "Agent Statuses" but does will count towards the Off Queue bucket? 

Okay, below should help. 

Logged in = On queue+ Off queue

On queue = Idle + Interacting

Off queue = Available + Busy + Break + Meal + all your other off queue codes you have configured like Meeting, Training, or any ones specific to your company.

Let me know if that helps! 

Hi Shannon :) 

What I would like to be able to track (more of performance data), is from that logged in, what is being consider on the sum, for example, Idle time, plus, break, meal break, etc.... 

I did a quick math with some examples and it seems that it added on queue time and off queue time, but it would only have a portion of the story, because in this case we will need to know what statuses or actions are counting towards the On Queue Status and Off Queue status, to understand better if our agents are performing well, underperforming, or are on track, considering occupancy levels and volumes. 

Hello! What are you defining as logged in, or what are you trying to track? 

Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in. 

Yes, in that view you cannot see secondary statuses, but they do add up. To see them, when you export, check the "Include all Columns" box and they will show on the export! 

Shannon you rock!

Have an additional doubt, Genesys does not show the secondary statuses on the "Agent Statuses" but does will count towards the Off Queue bucket? 

Okay, below should help. 

Logged in = On queue+ Off queue

On queue = Idle + Interacting

Off queue = Available + Busy + Break + Meal + all your other off queue codes you have configured like Meeting, Training, or any ones specific to your company.

Let me know if that helps! 

Hi Shannon :) 

What I would like to be able to track (more of performance data), is from that logged in, what is being consider on the sum, for example, Idle time, plus, break, meal break, etc.... 

I did a quick math with some examples and it seems that it added on queue time and off queue time, but it would only have a portion of the story, because in this case we will need to know what statuses or actions are counting towards the On Queue Status and Off Queue status, to understand better if our agents are performing well, underperforming, or are on track, considering occupancy levels and volumes. 

Hello! What are you defining as logged in, or what are you trying to track? 

Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in. 

Hi @Shannon Hellner, If I know the view you are referring to, you should be able to see the secondary statuses. They are in the Add/Remove Column area.

Yes, in that view you cannot see secondary statuses, but they do add up. To see them, when you export, check the "Include all Columns" box and they will show on the export! 

Shannon you rock!

Have an additional doubt, Genesys does not show the secondary statuses on the "Agent Statuses" but does will count towards the Off Queue bucket? 

Okay, below should help. 

Logged in = On queue+ Off queue

On queue = Idle + Interacting

Off queue = Available + Busy + Break + Meal + all your other off queue codes you have configured like Meeting, Training, or any ones specific to your company.

Let me know if that helps! 

Hi Shannon :) 

What I would like to be able to track (more of performance data), is from that logged in, what is being consider on the sum, for example, Idle time, plus, break, meal break, etc.... 

I did a quick math with some examples and it seems that it added on queue time and off queue time, but it would only have a portion of the story, because in this case we will need to know what statuses or actions are counting towards the On Queue Status and Off Queue status, to understand better if our agents are performing well, underperforming, or are on track, considering occupancy levels and volumes. 

Hello! What are you defining as logged in, or what are you trying to track? 

Hi team, 

On Genesys under Agent Status on Performance we have:

Logged In, On Queue, Idle, Available, Away, Break, Meal, Not Responding and Off queue.

Which is the sum that will give the Logged In total, as I tried with various (On Queue+Idle+Break+Meal) but is not giving the same result that Logged in.