Genesys Cloud - Main

Hello Melissa,

I don't think that there is a way to have an agent On Queue without their status being set as On Queue. You could make a secondary status under Training to be named "Shadowing" or something similar, but once they go on queue, it would switch to On Queue. I did see that there is an idea in the Product Ideas Lab for custom Primary Statuses. I would recommend voting and commenting on that idea to let our developers know that you would like to see this feature in the future.

Thanks Jason. I am ok with the activity code we are using. I was curious more about the manual updating of the schedule. Currently, we look at the end of the day to see when the agent was on queue and then we update the schedule as such. Then we look to see when he/she was in training and we update the schedule with training. Since they are in a shadowing situation they flip flop back and forth all day long. I was just looking for a more efficient way to handle these situations rather than manually updating each day. 

Hello Melissa,

I don't think that there is a way to have an agent On Queue without their status being set as On Queue. You could make a secondary status under Training to be named "Shadowing" or something similar, but once they go on queue, it would switch to On Queue. I did see that there is an idea in the Product Ideas Lab for custom Primary Statuses. I would recommend voting and commenting on that idea to let our developers know that you would like to see this feature in the future.

Hi Melissa! In my Org we do something very similar. We schedule both the new hire and the mentor for a training activity code named "Certified Mentorship". I added this secondary activity code to the list of Activity codes to ignore for adherence.

I hope this helps!

Thanks Jason. I am ok with the activity code we are using. I was curious more about the manual updating of the schedule. Currently, we look at the end of the day to see when the agent was on queue and then we update the schedule as such. Then we look to see when he/she was in training and we update the schedule with training. Since they are in a shadowing situation they flip flop back and forth all day long. I was just looking for a more efficient way to handle these situations rather than manually updating each day. 

Hello Melissa,

I don't think that there is a way to have an agent On Queue without their status being set as On Queue. You could make a secondary status under Training to be named "Shadowing" or something similar, but once they go on queue, it would switch to On Queue. I did see that there is an idea in the Product Ideas Lab for custom Primary Statuses. I would recommend voting and commenting on that idea to let our developers know that you would like to see this feature in the future.