Change an agent’s status

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Genesys Cloud provides capabilities to change an agent's status across multiple views including Agents Evaluation, Agents Performance, Agents Status , and Queues Activity Detail. Administrators with appropriate permissions can modify agent status to On Queue, Off Queue, or Available, and set user statuses such as Available, Busy, or Lunch. Secondary statuses can be configured when the primary status supports secondary options. Required permissions include Analytics Conversation Aggregate View, Conversation Detail View, Queue Observation View, Directory User View, Presence User Presence Edit, Routing Queue View, UI Supervisor Queue Details View, UI Supervisor Status Control View, and OAuth Token Delete for agent logout. Status changes are performed by navigating to Performance > Queues Activity, selecting a queue, and hovering over the presence indicator beside an agent's name to modify their queue status or user status from available dropdown menus. When changing status from On Queue to Off Queue, the agent's status automatically transitions to Available. Selecting a user status while an agent is On Queue automatically sets them to Off Queue. The Out of Office status cannot be modified once assigned

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Change agent status

An agent’s status can be changed in the following views:

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Here’s an example of how to change an agent’s status in the Queues Activity Detail view.

To change an agent's status, complete the following steps:

Click Performance > Queues Activity.
Click Menu > Analytics > Analytics Workspace.
In the Contact Center section, click Queue Activity.
Select a queue in which the agent is a member.
From the queue's activity detail view, hover over the presence dot beside an agent's name.
To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.
To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.
Note: The status drop-down does not have an option to change an agent’s status to Out of Office. If an agent’s presence status is Out of Office, it cannot be changed.
If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.

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Change agent status

An agent’s status can be changed in the following views:

Show meClick to expand

Here’s an example of how to change an agent’s status in the Queues Activity Detail view.

To change an agent's status, complete the following steps:

Click Performance > Queues Activity.
Click Menu > Analytics > Analytics Workspace.
In the Contact Center section, click Queue Activity.
Select a queue in which the agent is a member.
From the queue's activity detail view, hover over the presence dot beside an agent's name.
To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.
To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.
Note: The status drop-down does not have an option to change an agent’s status to Out of Office. If an agent’s presence status is Out of Office, it cannot be changed.
If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.

Change an agent’s status

Change agent status

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Change an agent’s status

Change agent status

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