Workforce Engagement Management

Hi all, 

The help guide for this new workspace report does not help with the query I have. We have an agent who was in the Status of "Available" but the routing status is showing as Interacting. The report shows no interaction at all for that agent during that time and when I look at the interactions reports the agent was not on any internaction between 10am and 11:24. On this report, once they flicked to "On Queue" as a primary status they recieved an email straight away but the Routing status still shows as Interacting. That last bit makes sense, but I am unclear on the first bit as "Available" used to show as "Off Queue" or "Offline"

First screen shot shows it saying "Interacting" the next one shows an example where it shows "Off Queue"

Does anyone know why the Primary Status of "Available" would show a Routing Status of "Interacting" because they cannot recieve work when in the Primary Status of "Available"

#Tracking

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Mike Morris
Product Manager - BCD
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Hi Mike - I've seen this when the agent made an outbound call but did not do so on behalf of a queue. Any chance that happened?

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Shannon Hellner
WFM manager
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Hi Mike, Yes, that makes sense. If the agent made an outbound call that wasn't on behalf of a queue, Genesys will still mark the routing status as Interacting even though the primary status is Available. That would explain the gap between 10:00 and 11:24.To avoid this in the future, the agent can either place the call on behalf of a queue or switch to Off Queue when making non-queue calls, so the reports align.

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Mahyar Ghanbari
Workforce Planning and Reporting Analyst
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Adding to the other replies: 

1) if an Agent dialed "not on behalf of a queue' it should still show in their Interactions Detail View and simply have the queue name removed. 

2) if you do find they were on a call not on behalf of a queue, you may consider checking the box in utilization settings to "count non-acd calls in utilization capacity" which means that their routing status should be listed as "communicating" instead.  This does, however, also mean that if they are on queue and connected to a non-queue related call, they are not eligible for queue related inbound calls to route to them. 

3) if you do NOT find that the agent dialed out not on behalf of a queue, the most likely instance I can think of is that the team member was connected to after call work during that time. 

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Shelby Cronk
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Thank you all, sorry I have been away on vacation for a few weeks. I took a look at the interactions report and the agent only has 1 outbound call listed for about 1.5 mintues and it was in the afternoon. Also if the agent was in ACW during that time, should the report not then list the interaction tagged to that ACW below?

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Mike Morris
Product Manager - BCD
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Original Message:
Sent: 08-19-2025 11:46
From: Shelby Cronk
Subject: Agent Timeline Report

Adding to the other replies: 

1) if an Agent dialed "not on behalf of a queue' it should still show in their Interactions Detail View and simply have the queue name removed. 

2) if you do find they were on a call not on behalf of a queue, you may consider checking the box in utilization settings to "count non-acd calls in utilization capacity" which means that their routing status should be listed as "communicating" instead.  This does, however, also mean that if they are on queue and connected to a non-queue related call, they are not eligible for queue related inbound calls to route to them. 

3) if you do NOT find that the agent dialed out not on behalf of a queue, the most likely instance I can think of is that the team member was connected to after call work during that time. 

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Shelby Cronk
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