Genesys Cloud - Main

We are a small user of PureCloud, and have one inbound queue.
When an agent goes Off Queue we expected them to be free of the calls coming in via the inbound queue. However unless they unclick Activate they still get general calls. What then is the difference between Active and OnQueue?
I realize that seems an elementary queue, but I am baffled by this.
Any patient explanations gratefully received.
Thanks
David

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David Lacey
Médecins Sans Frontières
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Hello David, 

I have reached out to our Platform Team about queue activation and status.  

In general, queue activation determines what queues an agent will be routed interactions from while on queue. The on queue presence controls when the agent is eligible to receive those interactions. Neither affects whether an agent will receive a call transferred or dialed directly to them. It only affects ACD routing.

Hopefully the following articles can provide more information;

 Queue activation - PureCloud Resource Center

PureCloud Resource Center		remove preview
Queue activation - PureCloud Resource Center If your administrator has given you access in PureCloud, then you can [More] View this on PureCloud Resource Center >

and status - PureCloud Resource Center

PureCloud Resource Center		remove preview
status - PureCloud Resource Center Depending on organization settings, agents can receive and work with multiple interactions... The Agents Interactions Detail view displays a list of interactions specific to... User settings View your profile, update your status and presence, share your current... PureCloud chat Instantly share your ideas with people without sending an email. Persistent chat... View this on PureCloud Resource Center >

Thank you!

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RC Cantiller
Global Digital Team, Customer Success
Genesys
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