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Status Change restrict or not count the timer when agent is on interacting

  • 1.  Status Change restrict or not count the timer when agent is on interacting

    Posted 10-16-2025 12:03

    Hi Team,

    Client is looking to stop the timer of the changed status in between the calls when agent try to change the status while on interacting. 

    Ex : Agent on call [10 mins] at first PS : onqueue and RS : interacting and at 7th min agent changed the PS/SS : Meal but still RS will be interacting. and the meal they continue for next 5 mins post call. 

    In this genesys it will give total talk - 10 mins, Meal : 8 mins 

    But they want total talk - 10 mins, Meal : 5 mins [meal should be 0 min at that call time even changed.]

    Do we have any approach in Genesys cloud to meet this requirement.

    Thanks,

    Latha


    #PlatformAPI

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    Latha Garladinne
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  • 2.  RE: Status Change restrict or not count the timer when agent is on interacting

    Posted 10-16-2025 12:19

    Hi Latha,

    It's not a solution yet, but there's an idea currently in development with a target of late Q1 2026.
    Here's the link: https://genesyscloud.ideas.aha.io/ideas/DIG-I-347



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    Elisson Fernandes
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    Original Message


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