Genesys Cloud - Main

We've got some issues with agents getting up from their desks and not going off queue, so a call drops in, they don't answer it and they go into not responding.  They get back to the desk and think it's quiet since they aren't getting any calls (and they don't check that they are in not ready status).

So is there a way to have a popup or something to make it very obvious that they are in not responding, or some way to kick them back on queue after x seconds/minutes in not responding?  Or even send an alert somewhere?

Thanks!

#API/Integrations
#ArchitectandDesign
#System/PlatformAdministration
#Telephony

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Andrew
IT Infrastructure Support
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Hi Andrew,

We had a similar requirement and implemented this using a Process Automation Trigger + Workflow.

We use the trigger topic:

v2.users.{id}.activity

with the condition:

routingStatus.status == "NOT_RESPONDING"

The Workflow extracts the userId from the trigger payload and retrieves the user's details using:

GET /api/v2/users/${input.userId}

In our case, we also check the agent's division because the automation only applies to a specific group of agents.

If the agent meets the required criteria, you can optionally add a Wait action in the Workflow before resetting their routing status. This allows you to leave the agent in Not Responding for a defined period before performing the reset:

Wait → PUT /api/v2/users/${input.userId}/routingstatus

We also send a notification so the support team is aware that the agent went Not Responding and recurring issues can be investigated.

One thing I would recommend is adding some protection against repeatedly resetting an agent if there is an underlying issue. For example, you could track the number of automatic resets per agent (by writing to a data table) and, once a defined threshold is reached, stop resetting them and send an alert for manual investigation instead.

This has worked well for us in preventing agents from remaining stuck in Not Responding, while still giving us visibility when it occurs.

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Phaneendra
Technical Solutions Consultant
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Hi Andrew,

Unfortunately, there isn't a native Genesys Cloud setting that automatically returns an agent from Not Responding back to On Queue after a configurable amount of time. When an agent declines or misses an interaction, Genesys Cloud returns the interaction to the queue and places the agent into Not Responding status until the agent or supervisor intervenes.

A few options you could consider:

1. Use Supervisor Monitoring

Supervisors can monitor agents in Not Responding and manually place them back On Queue when appropriate. This is the traditional approach many organizations use.

2. Process Automation / Workflow

If you have Process Automation available, you may be able to build a workflow that detects when an agent enters Not Responding, waits a defined period, and then either:

• Sends a notification to the agent or supervisor.
• Changes the user's status to Away/Break.
• Returns the agent to On Queue if that fits your operational requirements.

I've seen customers implement this through native automation rather than relying on supervisors to catch it manually.

3. Agent Awareness and Coaching

There has been community feedback requesting more prominent reminders for agents in Not Responding. Historically, the platform shows a notification and status indicator, but many organizations still rely on agent training and supervisor monitoring to address the issue.

My recommendation would be to combine a workflow-based alert/remediation process with supervisor reporting on Alert - No Answer and Not Responding metrics. That not only solves the immediate issue but also helps identify recurring behavior patterns for coaching.

If you have Process Automation, that's probably the closest you'll get to the "after 5 minutes, do something automatically" behavior you're looking for.

Thanks,

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Francis
NA
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