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

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

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

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

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

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

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. 

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

------------------------------
Mike Morris
Product Manager - BCD
------------------------------