Workforce Engagement Management

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  • 1.  Difficulty Understanding On Queue Statuses

    Posted 01-18-2023 12:14

    We have been on Genesys for over a year now but over the past few weeks have run into two situations that we cannot explain. Was wondering if someone here could give us some insight and answer some questions. 

    First, on 1/9 one of our agents was out of adherence for being On Queue but Off Queue at the same time as shown below.

    Second, a different agent (same department, MU, BU and queues/skills though), was out of adherence for being On Queue in an unknown status as shown below

    Now, I know of 3 different On Queue statuses and how they affect adherence given the agent is scheduled to be on queue at that time. I know On Queue Idle and On Queue Interacting will be in adherence and reflect if an agent is on a call or waiting for a call. On Queue Not Responding generally means a system or network issue caused an agent to miss a call (We use auto answer for all agents). But we have never seen On Queue Unknown or On Queue Off Queue before. So my questions are:

    1. What causes these statuses to arise
    2. Can the agents do something manually to enter these statuses
    3. If the agents are forced into these statuses for one reason or another are they notified of it (such as with not responding, agents are forced into it if Genesys fails to deliver a call but are told to go off queue and back on to begin receiving calls again)?

    Aaron Buckley

  • 2.  RE: Difficulty Understanding On Queue Statuses

    Posted 01-19-2023 09:20
    For more real team routing status info, WFM relies on what Assignment Service says. For historical routing status we rely on what Analytics says (based on what Assignment Service said in the past to Analytics). WFM is way downstream, so I would recommend opening a support ticket so any Assignment Service or Analytics issues are investigated.

    Jay Langsford
    VP, R&D

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