Agent presence, status, and activity indicators

All users can change their status to Available, Busy, Away, Break, Meal, Meeting, Training, or Out of Office. These statuses determine whether Genesys Cloud sends a user’s incoming calls to voicemail. For more information about these statuses, see Presence, status, and activity indicators.

These additional features are specific to agents:

  • Agents can change their status to On Queue to allow them to accept interactions.
  • Agents can see the time elapsed in the status indicator for their current status. For more information, see Status timer for agents.
  • Agents’ presence and status also factor into reports. These reports enable supervisors to see how long agents are on queue, handling interactions, taking breaks, or participating in meetings or training. 

Some features are not available to or not compatible with customers who subscribe to Genesys Cloud workforce engagement from another Genesys platform. For more information, see Workforce Engagement for PureConnect and Genesys Engage users.

Best practice recommends that users from another platform do not change their presence.

The following features are not available to users from another platform:

  • Set your status
  • Select your phone
  • Forward your calls
  • On queue and off queue
  • Choose queues to work (agents)
  • Set out of office status
  • Password preferences

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Types of status, presence, and activity specific to agents

Presence indicators appear as colored rings around profile pictures. Status indicators are the words that are the same color as the presence indicator. An agent’s current activity displays as words or icons near the status.

Presence, status, or activity Indicator Description
On Queue Presence On Queue The agent is available to accept new interactions. Unlike other presences, agents set their status to On Queue from the top menu bar instead of in user settings. 
On Queue and working with interactions On Queue with interactions The agent is On Queue and handling interactions. Genesys Cloud displays the number and type of interactions that the agent is currently handling. 
On Queue and Not Responding Agent not responding The agent is On Queue but has declined an interaction or did not accept an interaction within a specific amount of time. Declined or not answered interactions re-enter the queue. While Not Responding, the agent does not receive new interactions, but they can continue any interactions they have already accepted. Agents stay On Queue and Not Responding until they make themselves eligible for interactions again, choose another status, go Off Queue, or log out.