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  • 1.  Available definition

    Posted 01-30-2024 07:07
    No replies, thread closed.

    Upon searching the Resource Center for help with this matter I found the following: Agent availability - Genesys Cloud Resource Center

    This clearly states that Agents become available when they go On Queue. 

    However, when I select Available as a status, the system automatically puts me into Off Queue. I know Available is an Off Queue status, but I was looking for information to help articulate this to a customer, and the contradictory information on here has made me confused about my understanding of the term 'available'. 

    Can someone assist?

    Thanks, Heather 

    #available, #availablestatuses, #availability, 


    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Heather Henderson
    Sabio Ltd
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  • 2.  RE: Available definition
    Best Answer

    Posted 01-30-2024 07:46
    No replies, thread closed.

    Agree, it can be confusing. Maybe they should not have used the term 'available'. This might help? Agent presence, status, and activity indicators - Genesys Cloud Resource Center (mypurecloud.com)

    These extra features are specific to agents:



    ------------------------------
    Anna Jhane Mulinyawe
    Accenture Inc.
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    Original Message


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