When you change an agent’s queue status from On Queue to Off Queue, what is the agent’s status displayed as in the view?
When you change an agent’s queue status from On Queue to Off Queue, what is the agent’s status displayed as in the view?
When an agent's queue status is changed from On Queue to Off Queue, the agent's status is displayed as Available. This indicates that the agent is not actively handling interactions from the queue but is still available for other tasks.
If agent is Off Queue, how he can be available?
It´s A, presence status: https://help.mypurecloud.com/articles/presence-status-and-activity-indicators/
If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available. https://help.mypurecloud.com/articles/agents-status-summary-summary-view/
As per ChatGPT --> In Genesys Cloud CX, when you change an agent’s queue status from "On Queue" to "Off Queue," the agent's status is displayed as "Available" in the view. This indicates that the agent is no longer actively handling interactions from the queue but is still available for other tasks. However I tend to defer because we are looking from Queue perspective, so from queue perspective, the agent has been kicked out, so it should show "Away". "Available" in case would give an impression that the Agent is just available.