IDLE system presence instead of routing status?

[VladRo]

Hello,

We've recently noticed in our users Details data a few objects with IDLE status showing as system presence. My understanding is that Idle is a routing status.

Here's an example with routing status too. Looks like at the time IDLE was recorded as presence, the routing status was OFFQUEUE

Is this legit? Can it happen by design, or should we raise an issue with customer care?

Thanks,
Vlad

[Eos_Rios]

Idle is one of the 10 built in system presences, yes.

GET /api/v2/systempresences

https://developer.genesys.cloud/useragentman/presence/understanding-presence

[VladRo]

Thanks for the prompt reply. You're right, the systempresences api lists IDLE as one of the system presences, however, "Understanding Presence" doc describes it as a routingStatus...

In the data too, most of the times we get IDLE as a routingStatus except for several exceptions we've found recently.

[Eos_Rios]

https://help.mypurecloud.com/articles/presence-status-and-activity-indicators/

Presence is scattered across multiple pages and not the clearest about what they're referring to where and how it all interacts, but what you're seeing sounds pretty typical.