Hey Stephen,
Thanks for the comment. Yes, the details page seems to show the agent "on queue," but it doesn't show them in "idle at this time. This is the only user, and this is the first time I've seen it happen. I wanted to find out why, so we can make sure it doesn't happen again.
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Corey Lanier
Shaw Industries Group, Inc.
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Original Message:
Sent: 12-16-2025 09:03
From: Stephan Taljaard
Subject: Primary Status vs. Routing Status
Good Day Corey
Did you try compare this with the Agent Status Detail workspace to see if it matches?
I tested on my side by removing my phone and still going on queue, routing status remains idea.
According to the developer site, this is the breakdown regarding routing status
https://developer.genesys.cloud/routing/conversations/#routing-status
Is this the only agent that is currently impacted and does it happen often?
Regards
Stephan
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Stephan Taljaard
EMBEDIT s.r.o
Original Message:
Sent: 12-16-2025 08:28
From: Corey Lanier
Subject: Primary Status vs. Routing Status
I appreciate the feedback, but I do not believe that is correct. I've tested this, and that is not the same thing I get on myself. I am "on queue," and my routing status is "idle". I have no active queues. I checked the audit logs for the agent from the date, and I couldn't find a record that they were removed from the queue by anyone.
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Corey Lanier
Shaw Industries Group, Inc.
Original Message:
Sent: 12-15-2025 17:08
From: Brittany Fitzmaurice
Subject: Primary Status vs. Routing Status
This means that during that time frame they were not active in a queue, they either disabled it themselves or someone removed them from the queue.
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Brittany Fitzmaurice
Contact Center Manager
Original Message:
Sent: 12-15-2025 14:51
From: Corey Lanier
Subject: Primary Status vs. Routing Status
Can someone explain how the agent's status could be "on queue" but the routing status is "off queue" at the same time? Does this indicate they didn't have a phone connected or something?
#WEM-Quality,WFM,Gamification,etc
#Unsure/Other
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Corey Lanier
Shaw Industries Group, Inc.
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