Understanding User’s Status
Brief Description
This knowledge article describes the user’s primary and secondary statuses and how to change them in the Genesys system .
What is a status?
The status let others know immediately whether you are available for a call or chat. Additionally, status also controls when you receive notifications and calls. For example, if your status is Busy, Genesys Cloud sends all your incoming calls to voicemail.
What are the Primary Statuses?
Primary statuses are displayed in Genesys Cloud without requiring any configuration. Colored rings around profile pictures serve as presence indicators.
Status
Indicator
Description
Available
|
You are available for direct dial calls and chats. |
Busy
|
You do not want others to interrupt you. Genesys Cloud sends all calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you. |
Away
|
You are away from your computer. You can set your presence to Away manually. |
Break
|
You are taking a break and are not working. Genesys Cloud sends all incoming phone calls to voicemail. |
Meal
|
You are having a meal and are not working. Genesys Cloud sends all incoming phone calls to voicemail. |
Meeting
|
You are in a meeting. Genesys Cloud sends all incoming phone calls to voicemail and does not alert you to requests for video chats. Other users cannot start a one-to-one video chat with you. |
Training
|
You are in training. Genesys Cloud sends all incoming phone calls to voicemail. |
Out of Office
|
You are away from the office and not available for calls or chats. Genesys Cloud sends all incoming phone calls to voicemail. If you log out while set to Out of Office, the Out of Office status remains. |
Out of Office and Offline
|
You logged out of Genesys Cloud and are away from the office. You set your status to Out of Office before you logged off Genesys Cloud. Genesys Cloud sends all incoming phone calls to voicemail. |
Offline
|
You logged out of Genesys Cloud. When you log out, Genesys Cloud automatically sets your status to offline. Genesys Cloud sends unanswered incoming phone calls to voicemail. |
What are the Secondary Statuses?
Secondary statuses are optional configurations for your organization that offer additional details pertaining to each primary status.
NOTE: The statuses that you have in the Genesys Cloud may vary depending on the type of organization you have.
How Do You Change Status?
Select your display picture from the left menu.
Select your status from the status option.
Select the Chevron button if available.
Select a secondary status.
Enter a brief note in the What’s on your mind? field if you want to show more information about your status.
Enter the Start Date, Start Time, End Date, and End Time if you select the Out of Office status. Click On on the Indefinitely? toggle if an end date is not desired.
Select the Save button.
