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  • 1.  Agent Status time is counting both in Meeting and Interacting statuses

    Posted 17 days ago

    Hello Community,

    while an agent is in meeting / Busy status, if they made an outbound (ACD) call -- time counts for both statuses 'meeting' and 'interacting' 

    this is giving wrong impression in reporting, do we have any option to avoid this.

    Thank you !

    #GenesysCloud #Reporting/Analytics #AgentStatus


    #Reporting/Analytics

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    Hanumantha Rao
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  • 2.  RE: Agent Status time is counting both in Meeting and Interacting statuses

    Posted 17 days ago

    Hello Hanumantha, 

    This is expected behavior and I don't think there is anyways to avoid this. As 'Meeting' is an agent status while 'Interacting' is a routing status and these are two different things in our system. 

    The only work around I see to avoid this would be if the agents are in meeting status they could dial out non acd and it wont count as interacting. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Agent Status time is counting both in Meeting and Interacting statuses

    Posted 14 days ago

    Hi! In our company we used to work on Genesys Engage before and it was not an issue. Since moving to Genesys Cloud we experience the same and it's an expected behavior according to Genesys. Our WFM department and users in the countries are very frustrated by this.

    Please vote on this rather popular idea to highlight the importance of this issue.  https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 



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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
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    Original Message


  • 4.  RE: Agent Status time is counting both in Meeting and Interacting statuses

    Posted 14 days ago

    Hi Ekaterina, thanks for sharing the Idea link, submitted my VOTE now. 



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    Hanumantha Rao
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    Original Message


  • 5.  RE: Agent Status time is counting both in Meeting and Interacting statuses

    Posted 13 days ago

    and as Genesys professionals always say, that leaving a comment with description of your problem and participating in the polls on ideas portal is actually even more important ;) 



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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


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