There is the Idle system presence and there is an Idle routing status - two different things. I was talking about system presence of Idle (often shown as Away). An agent being on queue with a routing status of Idle would not be counted in shrinkage time. ...

Hi, That is the question... what means on the report IDLE time? I suppose that IDLE status on Historical Shrinkage is the status that @Jay Langsford but i agree with Gina its confuse.. Because when an agent are waiting in a queue for ...

Hello Damaris, This is the first time we are using the time off manager functionality as we were waiting for the staffing groups so that we could split the hours allotments across multiple MUs in our BU. We are currently doing testing before releasing ...

Folks, appreciate the feedback on this one. We don't intend to change the approach for direct routing, but it may be of interest that we are currently working on an Hourly-Interacting model (billing based on time spent Interacting or Communicating) ...

Hi Pablo, I double-checked with the team and nothing should have changed with the status. I tested it, and it looks like the behavior is the same as it was before. Are you noticing a behavior that is different than before Staffing Groups was released? ...

For me, part of the confusion stems from how this Genesys system uses the words "IDLE" and "AVAILABLE", compared to other systems. When you are looking at agent activity real time, "Idle" is good. It means they are sitting waiting for an interaction ...

We have found that Genesys will approve time-off requests on days an agent is schedule to work but with hours outside of an agents shift. The agents workplan includes that day so Genesys will take it. And if the time they are requesting does not currently ...

Hi Pablo, I'm checking with the team and will get back to you. I'm sorry for the inconvenience. ------------------------------ Damaris Scott Genesys - Employees ------------------------------

I am wondering if there is a disconnect when a queue as an assistant assigned to it and is part of a program. There is a warning about transcription when assigning the queue to the assistant. Does this interfere with anything? Does it hurt accuracy ...

" Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked. " So, if you say have 100 agents and all 100 have their screen saver active and/or screen locked not doing any work, you want that to be considered ...