Genesys Cloud - Main

Hey All

Under "Global Telephony Settings", I can select in which status does non-ACD Communicate Calls Will be Direct-To-Voicemail

And in this page, there is a list of statuses: Away, Break, Busy, Idle, Meal, Meeting, Offline, On Queue and Training

I don't understand what is Idle Status, is it Available??

It's not On Queue because there's already the On Queue status in this list, making Idle redundant

Is it "On Queue and without any Active Call"? (Idle - While On Queue and not Communicating and not Interacting?)

It's very not clear, any clarification would be very helpful.

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Thanks all in advance 🙏

Best regards,

After consulting with well experienced colleague.

I can say in confidence (after testing it) that the Idle Status is:

This is very specific scenario:

The Agent Locked his PC, or the PC went to Screen Saver due to inactivity, and the user is logged in Via Genesys Cloud Desktop App

If the same scenario happening to user that uses Genesys Via browser, this He will not set to Idle(Away) even when the screen is Locked.

We have the Presence article from 2021, then, it had an Idle Status listed there (6ths in the list), and that is the specific scenario I described above

The Article attached (Statuses.docx)

Anyhow, it seems like Genesys needs to update the current Presence Article to include the Idle(Away) Status

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Best regards,

Hey All

Under "Global Telephony Settings", I can select in which status does non-ACD Communicate Calls Will be Direct-To-Voicemail

And in this page, there is a list of statuses: Away, Break, Busy, Idle, Meal, Meeting, Offline, On Queue and Training

I don't understand what is Idle Status, is it Available??

It's not On Queue because there's already the On Queue status in this list, making Idle redundant

Is it "On Queue and without any Active Call"? (Idle - While On Queue and not Communicating and not Interacting?)

It's very not clear, any clarification would be very helpful.

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Thanks all in advance 🙏

Best regards,

Hello Shahar,

I understand that some of our documentation may have not have answered all of your questions. At Genesys, we have a skilled team of Technical Writers who maintain the documentation that we have in the Resource Center and are always looking to make sure it is the most helpful resource for you. If you would like to have changes made to the Resource Center article, we encourage you to utilize the Was this article helpful? feature at the bottom of the pages. If you select No, you are able to leave feedback that will be sent to the team that manages those articles.

After consulting with well experienced colleague.

I can say in confidence (after testing it) that the Idle Status is:

This is very specific scenario:

The Agent Locked his PC, or the PC went to Screen Saver due to inactivity, and the user is logged in Via Genesys Cloud Desktop App

If the same scenario happening to user that uses Genesys Via browser, this He will not set to Idle(Away) even when the screen is Locked.

We have the Presence article from 2021, then, it had an Idle Status listed there (6ths in the list), and that is the specific scenario I described above

The Article attached (Statuses.docx)

Anyhow, it seems like Genesys needs to update the current Presence Article to include the Idle(Away) Status

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Best regards,

Hey All

Under "Global Telephony Settings", I can select in which status does non-ACD Communicate Calls Will be Direct-To-Voicemail

And in this page, there is a list of statuses: Away, Break, Busy, Idle, Meal, Meeting, Offline, On Queue and Training

I don't understand what is Idle Status, is it Available??

It's not On Queue because there's already the On Queue status in this list, making Idle redundant

Is it "On Queue and without any Active Call"? (Idle - While On Queue and not Communicating and not Interacting?)

It's very not clear, any clarification would be very helpful.

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Thanks all in advance 🙏

Best regards,

After consulting with well experienced colleague.

I can say in confidence (after testing it) that the Idle Status is:

This is very specific scenario:

The Agent Locked his PC, or the PC went to Screen Saver due to inactivity, and the user is logged in Via Genesys Cloud Desktop App

If the same scenario happening to user that uses Genesys Via browser, this He will not set to Idle(Away) even when the screen is Locked.

We have the Presence article from 2021, then, it had an Idle Status listed there (6ths in the list), and that is the specific scenario I described above

The Article attached (Statuses.docx)

Anyhow, it seems like Genesys needs to update the current Presence Article to include the Idle(Away) Status

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Best regards,

Hey All

Under "Global Telephony Settings", I can select in which status does non-ACD Communicate Calls Will be Direct-To-Voicemail

And in this page, there is a list of statuses: Away, Break, Busy, Idle, Meal, Meeting, Offline, On Queue and Training

I don't understand what is Idle Status, is it Available??

It's not On Queue because there's already the On Queue status in this list, making Idle redundant

Is it "On Queue and without any Active Call"? (Idle - While On Queue and not Communicating and not Interacting?)

It's very not clear, any clarification would be very helpful.

Presence, status, and activity indicators overview - Genesys Cloud Resource Center

Thanks all in advance 🙏

Best regards,