Statuses communicate information about a user’s availability and activities to other Genesys Cloud users. There are two types of statuses:

  • Primary statuses are standard in Genesys Cloud.
  • Secondary statuses are optional statuses that you configure for your organization. They provide more details about each primary status. 

You can see secondary statuses in views and reports and use them for time tracking purposes.

A user selects their secondary status from their user settings:

Animated gif that shows a user setting a secondary status

Note: If a user sets their secondary status, but it does not appear as expected, refresh the browser.