Workforce Engagement Management

I believe this behavior is usually related to the queue's routing configuration rather than the agent doing something intentionally.

Depending on how the queue is configured, an agent can remain Idle while interactions are waiting. For example, routing may be based on skills, language proficiency, Bullseye Routing, Preferred Agent Routing, or even Genesys Predictive Routing (GPR). In these scenarios, the platform may intentionally prioritize certain agents or wait for a better match instead of immediately offering the interaction to every available agent.

With Bullseye Routing, for example, an interaction may remain queued while Genesys attempts to find an available agent within the higher-priority bullseye rings before expanding the search to additional rings.

Regarding Not Responding, that's a different behavior. An agent is only placed into Not Responding after an interaction has actually been offered to them and they fail to answer within the configured timeout. If the interaction was never offered because the routing logic determined the agent wasn't the best candidate, the agent will simply remain Idle instead of moving to Not Responding.

I would start by reviewing the queue's routing method, required skills, utilization settings, Bullseye Routing, Preferred Agent Routing, and whether GPR is enabled. Those are usually the main factors behind an agent appearing Idle while interactions are still waiting in the queue.

I believe this behavior is usually related to the queue's routing configuration rather than the agent doing something intentionally.

Depending on how the queue is configured, an agent can remain Idle while interactions are waiting. For example, routing may be based on skills, language proficiency, Bullseye Routing, Preferred Agent Routing, or even Genesys Predictive Routing (GPR). In these scenarios, the platform may intentionally prioritize certain agents or wait for a better match instead of immediately offering the interaction to every available agent.

With Bullseye Routing, for example, an interaction may remain queued while Genesys attempts to find an available agent within the higher-priority bullseye rings before expanding the search to additional rings.

Regarding Not Responding, that's a different behavior. An agent is only placed into Not Responding after an interaction has actually been offered to them and they fail to answer within the configured timeout. If the interaction was never offered because the routing logic determined the agent wasn't the best candidate, the agent will simply remain Idle instead of moving to Not Responding.

I would start by reviewing the queue's routing method, required skills, utilization settings, Bullseye Routing, Preferred Agent Routing, and whether GPR is enabled. Those are usually the main factors behind an agent appearing Idle while interactions are still waiting in the queue.

I believe this behavior is usually related to the queue's routing configuration rather than the agent doing something intentionally.

Depending on how the queue is configured, an agent can remain Idle while interactions are waiting. For example, routing may be based on skills, language proficiency, Bullseye Routing, Preferred Agent Routing, or even Genesys Predictive Routing (GPR). In these scenarios, the platform may intentionally prioritize certain agents or wait for a better match instead of immediately offering the interaction to every available agent.

With Bullseye Routing, for example, an interaction may remain queued while Genesys attempts to find an available agent within the higher-priority bullseye rings before expanding the search to additional rings.

Regarding Not Responding, that's a different behavior. An agent is only placed into Not Responding after an interaction has actually been offered to them and they fail to answer within the configured timeout. If the interaction was never offered because the routing logic determined the agent wasn't the best candidate, the agent will simply remain Idle instead of moving to Not Responding.

I would start by reviewing the queue's routing method, required skills, utilization settings, Bullseye Routing, Preferred Agent Routing, and whether GPR is enabled. Those are usually the main factors behind an agent appearing Idle while interactions are still waiting in the queue.

Thanks for the additional details, Yvonne. Since you've confirmed standard routing with equal skills, if the affected agents are active participants in the queue, I would next review the utilization settings and any other routing conditions that could affect interaction eligibility. An agent who is Idle and actively participating in queue routing would normally be considered for interactions, so those would be the next areas I'd investigate.

I believe this behavior is usually related to the queue's routing configuration rather than the agent doing something intentionally.

Depending on how the queue is configured, an agent can remain Idle while interactions are waiting. For example, routing may be based on skills, language proficiency, Bullseye Routing, Preferred Agent Routing, or even Genesys Predictive Routing (GPR). In these scenarios, the platform may intentionally prioritize certain agents or wait for a better match instead of immediately offering the interaction to every available agent.

With Bullseye Routing, for example, an interaction may remain queued while Genesys attempts to find an available agent within the higher-priority bullseye rings before expanding the search to additional rings.

Regarding Not Responding, that's a different behavior. An agent is only placed into Not Responding after an interaction has actually been offered to them and they fail to answer within the configured timeout. If the interaction was never offered because the routing logic determined the agent wasn't the best candidate, the agent will simply remain Idle instead of moving to Not Responding.

I would start by reviewing the queue's routing method, required skills, utilization settings, Bullseye Routing, Preferred Agent Routing, and whether GPR is enabled. Those are usually the main factors behind an agent appearing Idle while interactions are still waiting in the queue.

Hello, Yvonne Martinez,

Could you provide more details?
Here are a few things that come to mind immediately:
If it involves voice interactions:

• Check if these agents have their stations configured correctly; incorrect configuration can lead to an "idle" status, as they would never actually receive an interaction;
• Also, check to ensure these agents aren't set to "Disabled" in the queue;
• Check if these users are being flagged as "non-responsive";
• Check if the idle duration is consistently short-they might be gaming the system;

It's hard to think of much else given the brief description provided...

I hope this helps!

Thank you all for your responses.  We are a credit union who takes about 2000 calls a day.  We have 66 agents.  Our queues are set up through standard routing.  Agent permissions have been updated to remove deactivating themselves from queue.  Skills in each queue are the same for all with the exception of our Spanish queue. My research has now led me to callback and email queues.  Are agents remaining in the callback queue after the call is completed?  

Hello, Yvonne Martinez,

Could you provide more details?
Here are a few things that come to mind immediately:
If it involves voice interactions:

• Check if these agents have their stations configured correctly; incorrect configuration can lead to an "idle" status, as they would never actually receive an interaction;
• Also, check to ensure these agents aren't set to "Disabled" in the queue;
• Check if these users are being flagged as "non-responsive";
• Check if the idle duration is consistently short-they might be gaming the system;

It's hard to think of much else given the brief description provided...

I hope this helps!