Glossary: Routing status


A routing status is set by the system when an agent is on queue, and is based on the agent's current activity. Users cannot directly change routing statuses. For example, the system automatically places agents in the Not Responding status if they do not pick up an interaction within the timeout you have set for the queue. Routing statuses include: Off Queue, Interacting, Idle, and Not Responding. For more information, see Agent presence, status, and activity indicators.