FAQ: What does Not responding mean?
When an agent declines or does not answer an interaction within a certain amount of time, Genesys Cloud places the agent into Not Responding status.
While Not Responding, the agent does not receive new interactions. Declined or not answered interactions reenter the queue.
To resolve the Not Responding status and go back on queue, click Make eligible for interactions. Alternatively, to remove yourself from the queue, click Go off queue.