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On Queue-OFF_QUEUE Routing Status

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  • 1.  On Queue-OFF_QUEUE Routing Status

    Posted 10-16-2024 17:39
    Edited by Scott Calabrese 10-16-2024 18:04
    No replies, thread closed.

    Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

    Routing status

    Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

    • Idle - Agent is waiting for a conversation
    • Interacting - Agent has been assigned a conversation
    • Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
    • Not Responding - Agent failed to answer an alerting conversation
    • Off Queue - Agent’s status is something other than On Queue

    Overview (genesys.cloud)




    #API/Integrations
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Scott Calabrese
    ------------------------------



  • 2.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-17-2024 04:58
    No replies, thread closed.

    I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-17-2024 11:53
    No replies, thread closed.

    I don't think its the documentation, we're definitely getting the On Queue-OFF_QUEUE coming across the Amazon Event Bridge into our WFM system, and those agents show like they're sitting idle in Genesys while our RTA client is showing On Queue-OFF_QUEUE.



    ------------------------------
    Scott Calabrese
    Call Quality Specialist I
    ------------------------------

    Original Message


  • 4.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 05:17
    No replies, thread closed.

    Hello Scott,

    I also saw this event happening sometimes when I made a trigger using agent status to get notified when they changed their status.

    Don't know what triggers this, but if I remember correctly it should be followed by another status event that makes more sense.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 5.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 14:51
    No replies, thread closed.

    Thanks to everyone on here for pointing me in the right direction. It 100% an integration quirk. Genesys goes through the motions of multiple routing changes when an agent gets off a call - I believe it cycles though OFF_QUEUE then immediately to IDLE... however if there is integration sluggishness or hiccups it can process the IDLE before the OFF_QUEUE since they're within milliseconds of each other. Since the OFF_QUEUE is the "last" routing status the integration saw it remains that way until the routing status changes again.



    ------------------------------
    Scott Calabrese
    Call Quality Specialist I
    ------------------------------

    Original Message


  • 6.  RE: On Queue-OFF_QUEUE Routing Status
    Best Answer

    Posted 10-18-2024 14:47
    No replies, thread closed.

    I think you are going to have to map that status in the WFM to some Available No ACD status.  When the user goes Off Queue, it will most likely send that to the WFM as Off Queue then immediately revert back to the status they were in before they went On Queue.  That means that the WFM will receive both status updates, but because of the short time between them, it might not catch the second.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 14:55
    No replies, thread closed.

    We were both posting the same thing at the same time, its most likely ingestion quirks



    ------------------------------
    Scott Calabrese
    Call Quality Specialist I
    ------------------------------

    Original Message


  • 8.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 09:31
    Edited by Gina Palmer 10-18-2024 09:31
    No replies, thread closed.

    @Robert Wakefield-Carl What about when you are in IDLE or Interacting and just click to take yourself OFF-QUEUE and are then put into the AVAILABLE status, which is an OFF-Queue state?  



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 9.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 14:49
    No replies, thread closed.

    Off Queue is not really a status, but a state.  When an Agent choses it, the status is set to whatever they were on when they went On Queue



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 10.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 13:01
    No replies, thread closed.

    Not sure if you are experiencing some something similar to what we saw last week. We had about 30 agents from the same location but different BU/MU that we showing out of adherence. Real Time Adherence showed all them out of adherence in Out of Office / Time Off.  In Workspaces - Agent Status they many were On Queue, some in other statuses but none were reflected correctly in RTA. However, historical adherence did not show them out of adherence. 

    We opened a ticket, feedback received was they were in logged into multiple concurrent session (multiple browsers or web and desktop application at the same time). However, the issue was fully resolved by the next day and have not seen it occur since and I don't think we would have communicated that and broke the behavior in a few hours so I'm sure something else was causing it perhaps in conjunction with the multiple concurrent sessions. 



    ------------------------------
    Brad Goff
    Workforce Management Business Analyst
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  • 11.  RE: On Queue-OFF_QUEUE Routing Status

    Posted 10-18-2024 13:50
    No replies, thread closed.

    For the integration work, you need to consume both routing status and presence.  It's the combo of those that will give you what you are looking for.



    ------------------------------
    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
    ------------------------------



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