Agent presence, status, and activity indicators

AI-generated summary

Genesys Cloud provides comprehensive agent presence, status, and activity management capabilities that enable users to control their availability while allowing supervisors to monitor engagement across the platform. The system offers eight standard status options—Available, Busy, Away, Break, Meal, Meeting, Training, and Out of Office—with administrators able to configure additional secondary statuses tailored to organizational requirements. Agents have exclusive access to the On Queue status, which permits them to accept interactions, and can monitor elapsed time through the Status Timer feature. Presence is visually represented as colored rings around profile pictures, while status indicators display as matching-colored text, with activity indicators showing real-time interaction details including the number and type of interactions currently being handled. The platform automatically routes calls to voicemail for statuses such as Busy and Out of Office, and includes a Not Responding status that activates when agents decline or fail to accept interactions within a specified timeframe, preventing new interaction assignment while allowing continuation of already-accepted interactions. Status changes take effect immediately, with users defaulting to Available upon login. When agents go off queue, their status reverts to the previous state, and changing clients or clearing cache resets status to Available. Genesys Cloud maintains connection resilience by automatically restoring users to their previous status if disconnected for less than 60 seconds, with reconnection settings configurable by administrators. Agent Status Detail reports enable supervisors to track time spent on queue, handling interactions, or participating in breaks, meetings, and training activities. The platform supports SCIM integration with external systems such as Zoom and Microsoft Teams, retrieving and displaying presence values from these platforms when users are not logged into Genesys Cloud, enabling cross-platform presence visibility throughout the interface.

PrerequisitesClick to expand

All users can change their status to Available, Busy, Away, Break, Meal, Meeting, Training, or Out of Office. These statuses determine whether Genesys Cloud sends a user’s incoming calls to voicemail. For more information about these statuses, see Presence, status, and activity indicators. In addition to these primary statuses, your admins can set secondary statuses that are unique to your organization.

These extra features are specific to :

You can change your status to On Queue to allow yourself to accept interactions.
You can see the time elapsed in the status indicator for your current status. For more information, see Status timer for agents.
Your presence and status also factor into the Agent Status Detail view. These reports enable supervisors to see how long agents are on queue, handling interactions, taking breaks, or participating in meetings or training. If your admin enables the Requesting Off Queue organization setting, your reported off-queue time–whether for a break, training, or any other off-queue status–starts when you finish your current interactions.

Notes:

When you log on to Genesys Cloud, your default status is Available.
When you change your status or presence, the change takes effect immediately.
When you go off queue, your status or presence reverts to its previous state. If you change your client or clear your cache, your status becomes Available.
When you select some statuses, like Busy and Out of Office, Genesys Cloud automatically sends your calls to voicemail. For more information about the types of status and presence, see Types of presence and primary statuses.
Genesys Cloud displays activity indicators below your presence. These indicators show when a business user on a call and when an agent is on calls or working other interactions.
By default, if you lose your connection for less than 60 seconds, Genesys Cloud returns you to the status you had before the disconnect. Your admin can configure your organizations reconnection settings.
With proper configuration, Genesys Cloud retrieves presence values for SCIM users from external systems like Zoom and Microsoft Teams. When the Genesys Cloud SCIM user is not logged into Genesys Cloud, Genesys Cloud displays the user's external presence throughout Genesys Cloud.

Types of status, presence, and activity specific to agents

Presence indicators appear as colored rings around profile pictures. Status indicators are the words that are the same color as the presence indicator. An agent’s current activity displays as words or icons near the status.

Presence, status, or activity	Indicator	Description
On Queue		The agent is idle and available to accept new interactions. Unlike other presences, agents set their status to On Queue from the top menu bar instead of in user settings. Note: If you are On Queue and you manually lock your computer, or due to inactivity your computer locks, Genesys does not change your status to Away.
On Queue and working with interactions		The agent is On Queue and handling interactions. Genesys Cloud displays the number and type of interactions that the agent is handling.
On Queue and Not Responding		The agent is On Queue but has declined an interaction or did not accept an interaction within a specific amount of time. Declined or not answered interactions reenter the queue. While Not Responding, the agent does not receive new interactions, but they can continue any interactions they have already accepted. Agents stay On Queue and Not Responding until they make themselves eligible for interactions again, choose another status, go Off Queue, or log out.

Presence, status, or activity

Indicator

Description

On Queue

The agent is idle and available to accept new interactions. Unlike other presences, agents set their status to On Queue from the top menu bar instead of in user settings.

Note: If you are On Queue and you manually lock your computer, or due to inactivity your computer locks, Genesys does not change your status to Away.

On Queue and working with interactions

The agent is On Queue and handling interactions. Genesys Cloud displays the number and type of interactions that the agent is handling.

On Queue and Not Responding

The agent is On Queue but has declined an interaction or did not accept an interaction within a specific amount of time. Declined or not answered interactions reenter the queue. While Not Responding, the agent does not receive new interactions, but they can continue any interactions they have already accepted. Agents stay On Queue and Not Responding until they make themselves eligible for interactions again, choose another status, , or log out.

Notes:

When you log on to Genesys Cloud, your default status is Available.
When you change your status or presence, the change takes effect immediately.
When you go off queue, your status or presence reverts to its previous state. If you change your client or clear your cache, your status becomes Available.
When you select some statuses, like Busy and Out of Office, Genesys Cloud automatically sends your calls to voicemail. For more information about the types of status and presence, see Types of presence and primary statuses.
Genesys Cloud displays activity indicators below your presence. These indicators show when a business user on a call and when an agent is on calls or working other interactions.
By default, if you lose your connection for less than 60 seconds, Genesys Cloud returns you to the status you had before the disconnect. Your admin can configure your organizations reconnection settings.
With proper configuration, Genesys Cloud retrieves presence values for SCIM users from external systems like Zoom and Microsoft Teams. When the Genesys Cloud SCIM user is not logged into Genesys Cloud, Genesys Cloud displays the user's external presence throughout Genesys Cloud.

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Agent presence, status, and activity indicators

Types of status, presence, and activity specific to agents

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