"Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

So, if you say have 100 agents and all 100 have their screen saver active and/or screen locked not doing any work, you want that to be considered non-shrinkage time? I as an agent could simply lock my desktop at any time when I am supposed to work - that's unplanned shrinkage by definition.

Idle fits into the definition of shrinkage being "actual non-interacting time" so I doubt we would entertain some configuration to invalidate the concept.

For me, part of the confusion stems from how this Genesys system uses the words "IDLE" and "AVAILABLE", compared to other systems.  When you are looking at agent activity real time, "Idle" is good.  It means they are sitting waiting for an interaction to come in.  "Available" is bad.  it means they have taken themselves off-queue.

How can "Idle" be good (the natural state an agent is in when waiting on-queue for an interaction) and also be bad "Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

"Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

So, if you say have 100 agents and all 100 have their screen saver active and/or screen locked not doing any work, you want that to be considered non-shrinkage time? I as an agent could simply lock my desktop at any time when I am supposed to work - that's unplanned shrinkage by definition.

Idle fits into the definition of shrinkage being "actual non-interacting time" so I doubt we would entertain some configuration to invalidate the concept.

For me, part of the confusion stems from how this Genesys system uses the words "IDLE" and "AVAILABLE", compared to other systems.  When you are looking at agent activity real time, "Idle" is good.  It means they are sitting waiting for an interaction to come in.  "Available" is bad.  it means they have taken themselves off-queue.

How can "Idle" be good (the natural state an agent is in when waiting on-queue for an interaction) and also be bad "Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

"Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

So, if you say have 100 agents and all 100 have their screen saver active and/or screen locked not doing any work, you want that to be considered non-shrinkage time? I as an agent could simply lock my desktop at any time when I am supposed to work - that's unplanned shrinkage by definition.

Idle fits into the definition of shrinkage being "actual non-interacting time" so I doubt we would entertain some configuration to invalidate the concept.

There is the Idle system presence and there is an Idle routing status - two different things. I was talking about system presence of Idle (often shown as Away). An agent being on queue with a routing status of Idle would not be counted in shrinkage time. An agent in Idle/Away system presence would be counted in shrinkage time.

For me, part of the confusion stems from how this Genesys system uses the words "IDLE" and "AVAILABLE", compared to other systems.  When you are looking at agent activity real time, "Idle" is good.  It means they are sitting waiting for an interaction to come in.  "Available" is bad.  it means they have taken themselves off-queue.

How can "Idle" be good (the natural state an agent is in when waiting on-queue for an interaction) and also be bad "Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

"Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked."

So, if you say have 100 agents and all 100 have their screen saver active and/or screen locked not doing any work, you want that to be considered non-shrinkage time? I as an agent could simply lock my desktop at any time when I am supposed to work - that's unplanned shrinkage by definition.

Idle fits into the definition of shrinkage being "actual non-interacting time" so I doubt we would entertain some configuration to invalidate the concept.