FAQs: Queues

If a user’s role is in one division, and a queue is in another division, the user would be unable to see the queue. This would result in an unknown queue message. Users and queues must be in the same division.

For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings> View permission. For more information, see Enable communication level after call work.

For more information about after call work settings, see Create and configure queues. 

After you delete a queue, you can still access its past interactions and listen to recordings for calls placed in the deleted queue. Deleting queues does not impact metrics in views based on agent or other metrics. The conversations associated with deleted queues are retained and referenced by the queue’s 36-character identifier. But the queue name is no longer visible. You cannot search the deleted queue using the queue name.

Deleted queues do not appear on the queue-based views, such as Queues views. In other views, the deleted queue and related data appear without the queue name. Instead, those views display the queue ID number or Deleted Queue. For example, a deleted queue’s data still displays as a row in the DNIS Performance view, but, instead of the queue name, the queue ID appears in the row. You cannot click the queue ID for more information. 

For queue-based views, such as the Queue Performance Detail view, you cannot select deleted queues when you create a new view or edit a view. However, if you already selected an inactive or deleted queue on a view before the queue was deleted, then that queue still appears on the view when it runs. If you edit a view that contains a deleted queue, Genesys Cloud removes that queue from the view queue field and no longer includes it when the view runs again.

You can still query the API for metrics from deleted queues. For more information, see Analytics in the Developer Center.

For more information about how to delete a queue, see Edit or delete queues.

The manually-dialed outbound call on behalf of queue counts as resetting the agent’s counter for time since last interaction. For the purposes of ACD calculations, it behaves the same as an inbound ACD call.

When you decline or fail to answer an interaction within the Alerting Timeout period, Genesys Cloud returns the interaction to the queue and places you into Not Responding status. An alert appears to the upper right of the user interface, and your profile shows that you are on queue and not responding.

Alerting Timeout is one of many settings your contact center admin sets when they create queues. It determines when the notification for the incoming interaction ends and when Genesys Cloud marks you Not Responding.

While Not Responding, you do 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.