Genesys Cloud – Requesting Off Queue status for active interactions

In a future release, Genesys Cloud will introduce a Requesting Off Queue status for agents who request to go off queue while they are still handling active interactions. When enabled, Genesys Cloud will keep these agents in an on-queue presence with Requesting Off Queue as a secondary status while preventing new interactions from being routed to them. After agents complete all active interactions, Genesys Cloud will automatically move them to their requested off-queue status, such as Break or Meal. This change provides more accurate agent status information in analytics and workforce management and prevents an agent’s break or other off-queue time from starting while the agent is still working.

What’s changing

• Requesting Off Queue status – When an agent with active interactions requests an off-queue status, Genesys Cloud will place the agent in the Requesting Off Queue secondary status. The agent will remain on queue for presence and reporting purposes but will not receive new ACD interactions.
• Automatic status transition – After the agent completes all active interactions, Genesys Cloud will automatically move the agent to the most recently requested off-queue status.
• Agent experience – Agents will continue to request an off-queue status as they do today. When Requesting Off Queue applies, agents will see that they are waiting to go off queue and which status, such as Break or Meal, will apply after their active interactions end.
• Analytics – Analytics views will identify agents who are actively handling interactions while waiting to go off queue, providing supervisors with a more accurate view of agent activity and time spent in each status.
• Workforce management – Workforce management will treat Requesting Off Queue as an on-queue status while the agent continues working. The requested off-queue activity begins only after the agent completes all active interactions.
• Administrator configuration – Administrators will be able to enable Requesting Off Queue in the organization settings. The setting will be off by default for existing organizations and on by default for new organizations created after general availability.

Why this matters

Today, an agent who selects an off-queue status such as Break while still handling an interaction can appear to be on break even though the agent is still working. Requesting Off Queue keeps the agent’s working time and off-queue time separate, giving agents their full scheduled break and giving supervisors and workforce managers more accurate status and adherence information.