Genesys Cloud CX

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  • 1.  System Away, Idle

    NEW MEMBER
    Posted 05-18-2022 01:47
    In the User Status Detail Report, "System Away - Idle" can someone confirm if this status code a non productive status ? I'm reading different things that doesn't pertain to system away.
    #Reporting/Analytics

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    James Whitfield
    Workforce Management
    AIG Global Operations, Inc.
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  • 2.  RE: System Away, Idle

    Posted 05-22-2022 11:29
    When you think of productivity, you can get different answers.  It really depends on your Activity Code list and what you have specified for that status.
    Each of these check boxes determines the "productivity" of the agent when in this status, and that depends on your definition.  For instance, I might consider that it counts as Work Time if I think they are doing something productive with that time or does not count as Paid Time if I did not schedule it for them.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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