Genesys Cloud - Main

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

I don't think its the documentation, we're definitely getting the On Queue-OFF_QUEUE coming across the Amazon Event Bridge into our WFM system, and those agents show like they're sitting idle in Genesys while our RTA client is showing On Queue-OFF_QUEUE.

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

Hello Scott,

I also saw this event happening sometimes when I made a trigger using agent status to get notified when they changed their status.

Don't know what triggers this, but if I remember correctly it should be followed by another status event that makes more sense.

I don't think its the documentation, we're definitely getting the On Queue-OFF_QUEUE coming across the Amazon Event Bridge into our WFM system, and those agents show like they're sitting idle in Genesys while our RTA client is showing On Queue-OFF_QUEUE.

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

I don't think its the documentation, we're definitely getting the On Queue-OFF_QUEUE coming across the Amazon Event Bridge into our WFM system, and those agents show like they're sitting idle in Genesys while our RTA client is showing On Queue-OFF_QUEUE.

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

I think you are going to have to map that status in the WFM to some Available No ACD status.  When the user goes Off Queue, it will most likely send that to the WFM as Off Queue then immediately revert back to the status they were in before they went On Queue.  That means that the WFM will receive both status updates, but because of the short time between them, it might not catch the second.  

I don't think its the documentation, we're definitely getting the On Queue-OFF_QUEUE coming across the Amazon Event Bridge into our WFM system, and those agents show like they're sitting idle in Genesys while our RTA client is showing On Queue-OFF_QUEUE.

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-16-2024 17:38
From: Scott Calabrese
Subject: On Queue-OFF_QUEUE Routing Status

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

@Robert Wakefield-Carl What about when you are in IDLE or Interacting and just click to take yourself OFF-QUEUE and are then put into the AVAILABLE status, which is an OFF-Queue state?  

------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.

Original Message:
Sent: 10-17-2024 04:58
From: Robert Wakefield-Carl
Subject: On Queue-OFF_QUEUE Routing Status

I believe this is poorly written documentation.  What is should mean is that you are either Idle/Interacting/Communicating/Not Responding when On Queue and you are considered Off Queue (not On Queue) when another Status is chosen.  You cannot actually choose or be in an Off Queue status.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-16-2024 17:38
From: Scott Calabrese
Subject: On Queue-OFF_QUEUE Routing Status

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------

Off_queue looks to be a valid routing status while the agent is On Queue. We've not been able to reproduce what it takes to push an agent into this status - We've tried disassociating the station, deactivating all assigned queues, closing the WebRTC window, etc. These agents show as On Queue & Idle in Genesys itself, and don't look any different than anyone else. Does anyone have insight what may be occurring to get the On Queue-OFF_QUEUE status?

Routing status

Agents need to change their presence to On Queue to be eligible for ACD conversations. While on queue, an agent's routing status can be:

• Idle - Agent is waiting for a conversation
• Interacting - Agent has been assigned a conversation
• Communicating - Agent is on a non-ACD conversation, such as consulting with a colleague
• Not Responding - Agent failed to answer an alerting conversation
• Off Queue - Agent's status is something other than On Queue

Overview (genesys.cloud)

#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Scott Calabrese
------------------------------