What does Not responding mean?

When an agent declines or does not answer an interaction within the Alerting Timeout period, Genesys Cloud places the agent into Not Responding status. Alerting Timeout is one of many settings your contact center admin sets when they create queues.

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.