API REST - Status

Platform API
1

Hi,

We have an application that, through API Rest, monitors the states of the different Contact Center agents, but there are cases that we cannot understand since we have seen agents that, while in the OFFLINE state, have times in INTERACTING, IDLE, COMUNICATING or NOT_RESPONDING. For example:

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Another example:

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  • It enters INTERACTING on 05/19 and is in this state until 05/22 when it changes to OFF_QUEUE.
  • It enters OFFLINE on 05/19 and is in this state until 05/22 when it changes to TRAINING.
  • During the days 05/20 and 05/21 it shares the OFFLINE and INTERACTING status.

we can't come up with a logical pattern, could it be that the presence and routing states are completely independent?

Thanks.

David

2

This seems fine; there's no relationship between presence and routing status as they're controlled and tracked independently. If you require assistance understanding the origins of these events, please open a case with Genesys Cloud Care to investigate as we do not have access to your org's data via the forum.

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3

Routing status and presence are definitely two distinct things. Some of the following resource center articles might be of some help.

https://help.mypurecloud.com/glossary/routing-status/

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4

Thanks Jay,

So it is totally possible depending on the circumstance of the exact moment that an agent can be offline but the routing state differs from what I understand?

David

5

Thanks to you too, Tim. It was really something we suspected when we couldn't find a logical pattern

6

Yeah, you could imagine a scenario of the agent being on-queue, taking an ACD interaction, switching to off-queue but yet still interacting on that same interaction (as one example). For workforce management we 'ignore' the routing status if their presence is not on-queue for schedule adherence purposes.

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7

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