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. 

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. 

Per testing, this new role is the culprit:

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. 

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

Per testing, this new role is the culprit:

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. 

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

Per testing, this new role is the culprit:

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.