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  • 1.  "Available" agents grouped under "Idle" filter in Queue Activity Detail

    Posted 07-10-2024 18:56
    No replies, thread closed.

    After the latest Genesys Cloud update, we are noticing that Off Queue agents are being grouped with On Queue - Idle agents in the Queue Activity Detail view, giving a false count of Idle agents. This seems to only be happening with the "Available" primary status. I've reviewed the 7/8/24 release notes and don't see mention of updates to the Queue Activity Detail view or how the Idle filter is defined, so I'm curious if other organizations are noticing anything similar after the latest Genesys Cloud update. 


    #Unsure/Other

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    Austin Peterson
    The Church of Jesus Christ of Latter-day Saints
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  • 2.  RE: "Available" agents grouped under "Idle" filter in Queue Activity Detail

    Posted 07-12-2024 09:18
    No replies, thread closed.

    I noticed this today as well. Although some queues are fine.

    Hope this will get noticed soonest.



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    Ryan Espedido
    Trends and Technologies Inc
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  • 3.  RE: "Available" agents grouped under "Idle" filter in Queue Activity Detail
    Best Answer

    Posted 07-15-2024 04:41
    No replies, thread closed.

    Per testing, this new role is the culprit:

    Routing  Conversation  Accept Off-Queue


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    Rahzby Talukder
    Trends and Technologies Inc
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  • 4.  RE: "Available" agents grouped under "Idle" filter in Queue Activity Detail

    Posted 07-15-2024 09:33
    No replies, thread closed.

    Hey all,

    As Rahzby has noted, this is due to the new permission from the recently released Direct Routing feature and the difference between the Agent Presence Status (Available, Break etc) and the Agent Routing Status (Interacting, Idle etc).

    With Direct Routing an agent can be in the Available Presence and the Idle Routing Status for direct calls or chats.  A request has been made to the documentation team to clarify this.

    If you do not wish to utilize the new direct routing feature, then you can remove the permission routing:conversation:acceptOffQueue and it will only show agents as idle when on-queue.

     

    Hope this helps



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    Samuel Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 5.  RE: "Available" agents grouped under "Idle" filter in Queue Activity Detail

    Posted 07-16-2024 13:04
    No replies, thread closed.

    This is exactly what we were looking for. Thank you for the help!



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    Austin Peterson
    The Church of Jesus Christ of Latter-day Saints
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    Original Message


  • 6.  RE: "Available" agents grouped under "Idle" filter in Queue Activity Detail

    Posted 07-25-2024 15:50
    No replies, thread closed.

    Hey Samuel,

    I have double-checked and confirmed that none of our agents have been granted this permission. Despite this, our available agents are still showing as idle. Could there be a bug causing this issue?



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    Jonathan LeBlanc
    Outdoor Network LLC
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    Original Message


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