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  • 1.  Idle metric

    Posted 04-11-2025 11:11
    No replies, thread closed.

    How is Idle calculated on the Agent Status on the agent statuses view ?  I'm looking for agent On Queue waiting to take a call.  Thanks !


    #Calculations

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    Joseph Greco
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  • 2.  RE: Idle metric
    Best Answer

    Posted 04-22-2025 06:52
    Edited by System 23 days ago
    No replies, thread closed.

    Hi Joseph,

    The Routing Status column shows the agents current Routing Status. Idle = This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.  Its not a calculation



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


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