Genesys Cloud - Main

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 

So, Interacting is when an Agent is on and ACD interaction and Communicating is when an Agent is on a non-ACD interaction.  I don't think that the dashboard is designed to look at Communicate users or group user status.  @Nikhil Ponnam , could you confirm that?  Isn't the dashboard designed around ACD and Agent interactions?

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 

@Robert Wakefield-Carl - Dashboard is going to include all interactions the agent is handling. To correctly show status transitions (ex: from communicating to interacting), we need to account for ACD and non-ACD interactions.

Thanks,

So, Interacting is when an Agent is on and ACD interaction and Communicating is when an Agent is on a non-ACD interaction.  I don't think that the dashboard is designed to look at Communicate users or group user status.  @Nikhil Ponnam , could you confirm that?  Isn't the dashboard designed around ACD and Agent interactions?

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 

Yes, but the question is on the Interacting and Communicating when looking at a Communicate-only user.  Will they ever be in an Interacting status?  

@Robert Wakefield-Carl - Dashboard is going to include all interactions the agent is handling. To correctly show status transitions (ex: from communicating to interacting), we need to account for ACD and non-ACD interactions.

Thanks,

So, Interacting is when an Agent is on and ACD interaction and Communicating is when an Agent is on a non-ACD interaction.  I don't think that the dashboard is designed to look at Communicate users or group user status.  @Nikhil Ponnam , could you confirm that?  Isn't the dashboard designed around ACD and Agent interactions?

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 

@Robert Wakefield-Carl - typically communicate-only user can only handle non-ACD. However, in theory, a communicate user can be routed an ACD interaction on certain occasions and can therefore go Interacting.

Yes, but the question is on the Interacting and Communicating when looking at a Communicate-only user.  Will they ever be in an Interacting status?  

@Robert Wakefield-Carl - Dashboard is going to include all interactions the agent is handling. To correctly show status transitions (ex: from communicating to interacting), we need to account for ACD and non-ACD interactions.

Thanks,

So, Interacting is when an Agent is on and ACD interaction and Communicating is when an Agent is on a non-ACD interaction.  I don't think that the dashboard is designed to look at Communicate users or group user status.  @Nikhil Ponnam , could you confirm that?  Isn't the dashboard designed around ACD and Agent interactions?

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it? 

@Wendy Sachen - Please log this issue with the customer support team so this can be looked into as soon as possible.

Thanks,

Has anyone else noticed a recent update impacting the Workspace>Dashboard>Dashboard that is no longer showing an agent as Interacting when an agent is Off Queue but is on a call? The status in the Dashboard used to switch to Interacting (I've watched this Dashboard for years) and until recently, now the status is not changing.  I would be happy with Communicating as well.  The dashboard screenshot attached is our help desk, we are a Group, not a queue.  It is important for us to see the status change to indicate they are already supporting a call and for monitoring group status.  Anyone else having issues with this or how to fix it?