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  • 1.  No Interactions Reported for an Agent

    Posted 04-16-2026 20:29

    I have an agent stating they were taking calls from 0730-0841, but there are no interactions showing for her until 0841 today. However, she did not select a wrap up code on her last interaction yesterday (it was a callback) and it did not time out until 0854 this morning. 

    Is it possible for her to get voice and callback interactions while her callback interaction from yesterday is still in progress? Her utilization is set to (1) for all media types. 

    I'm trying to decipher if this was truly a Genesys issue or user caused. I appreciate any insight you can provide.


    #Reporting/Analytics

    ------------------------------
    Laura Callaway
    Application Analyst
    St. Luke's Health System
    ------------------------------


  • 2.  RE: No Interactions Reported for an Agent
    Best Answer

    Posted 04-16-2026 21:34

    Hi Laura,

    From my understanding with utilization set to 1 for both voice and callback, the agent would typically only be able to handle one active interaction at a time.

    In this case, the callback from yesterday even though it wasn't wrapped up and only timed out at 08:54 would still count as an active interaction and consume her capacity. That would normally prevent any new ACD voice or callback interactions from being routed to her between 07:30–08:41.

    Given that, if no interactions are showing before 08:41, it leans more towards an interaction state / availability explanation rather than a Genesys issue.

    To verify, you could check this in Analytics > Analytics Workspace > Interactions, filter by the agent and Media Type = Callback, then open the interaction and review the Timeline to confirm when the interaction actually ended.

    It may also be worth checking whether anything handled around 08:41 was a non-ACD interaction (e.g. internal call, consult, or transfer), as those can behave differently depending on configuration.

    Hope this helps.

    Cheers



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: No Interactions Reported for an Agent

    Posted 04-16-2026 21:35
    Edited by Kaio Oliveira 04-23-2026 18:31

    Olá Laura 

    It would be very likely that the agent would receive additional ACD interactions if their utilization was set to 1 and the previous day's callback was still in progress. In that case, the interaction would continue consuming their capacity until the completion timeout was reached.
     
    However, it's worth noting that non-ACD interactions would still be possible. For example, the agent could make outbound calls or receive direct transfers/calls that are not ACD, as these are not normally counted in the ACD routing capacity in the same way.
     
    Therefore, it may be helpful to review the conversation timeline of the interactions the agent said they made between 07:30 and 08:41 to confirm whether they were in fact ACD-routed calls or another type of interaction.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 4.  RE: No Interactions Reported for an Agent

    Posted 04-22-2026 17:33
    Laura Callaway reacted to your message:



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  • 5.  RE: No Interactions Reported for an Agent

    Posted 04-22-2026 17:33
    Laura Callaway reacted to your message:



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