Hello,

Can somebody explain why the agent timeline shows the routing status interacting but the interaction type is missing, it's quite strange for me.

Hello,

Can somebody explain why the agent timeline shows the routing status interacting but the interaction type is missing, it's quite strange for me.

Hi! 

We have the same issue and we recommended our users to avoid using this view. The problem can be as easy as interactions not showing, because they started in the period previous to the filtered one. In our case emails can wait quite long so we never see them in agent timeline. The root cause - Genesys Cloud shows interactions in this view filtered by conversation start timestamp instead when agent started handling it. And btw they also show queue time for each interactions here, not only the time this particular agent engaged with it. 

This was raised with PM of this feature when the realese happened, but they never came back with any proposal to resolve it. Right now, in existing state, in our company we don't see this view useful, it's rather confusing. 

Hello,

Can somebody explain why the agent timeline shows the routing status interacting but the interaction type is missing, it's quite strange for me.

Hi All,

Thanks for raising this question and for sharing your experience with the Agent Timeline View.

You're correct that in its current design, the Agent Timeline View displays interactions based on the conversation's start timestamp, not the moment when a specific agent begins handling the interaction. This can result in scenarios where the agent appears to be in an 'Interacting' routing status, but the corresponding interaction isn't visible-especially if the interaction began outside the selected date/time range.

Additionally, the view includes queue time as part of the visualized interaction timeline, which may not align with expectations if you're primarily focused on the agent's active handling time.

We fully understand that this behavior can be confusing, and we're tracking this feedback closely. The view was intended to provide supervisors with a comprehensive timeline of agent activity-including status transitions and overlapping media handling-but we're aware that refinements are needed to make the visualization more intuitive and actionable.

What's next:

• We've documented this behavior internally and are evaluating potential enhancements, such as:
• Anchoring interaction display based on agent handling time, not conversation start
• Improving filtering logic for long-waiting interactions (like email)
• Clarifying how queue time is represented visually

If you've previously submitted feedback through a support ticket or PM channel, thank you-it helps us prioritize improvements. If not, we'd encourage you to log an Idea in the Community so we can formally track demand and update the roadmap accordingly.

We appreciate your patience and honest input as we continue to evolve the Agent Timeline View to better support real-world use cases.

Thanks,

Greg

Hi! 

We have the same issue and we recommended our users to avoid using this view. The problem can be as easy as interactions not showing, because they started in the period previous to the filtered one. In our case emails can wait quite long so we never see them in agent timeline. The root cause - Genesys Cloud shows interactions in this view filtered by conversation start timestamp instead when agent started handling it. And btw they also show queue time for each interactions here, not only the time this particular agent engaged with it. 

This was raised with PM of this feature when the realese happened, but they never came back with any proposal to resolve it. Right now, in existing state, in our company we don't see this view useful, it's rather confusing. 

Hello,

Can somebody explain why the agent timeline shows the routing status interacting but the interaction type is missing, it's quite strange for me.