3.2.4 My Queues Activity
The My Queues Activity displays several metrics. Click the plus button on the right side of the view to add or remove metrics.
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| Metric | Description | Live Update |
| Name | The name of the queue. | Yes |
|
Waiting |
The number of interactions that waited in the queue. | Yes |
| Interactions | The number of interactions assigned to that queue that agents are currently interacting with. | Yes |
| On Queue | The number of agents that are on queue for a specific queue. | Yes |
| Off Queue | The number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number. | Yes |
| Interacting | The number of agents working with interactions. The number includes agents completing after call work. | Yes |
| Communicating | The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. | Yes |
| Idle | The number of agents who are on queue and available to take interactions but who are not working with interactions. | Yes |
| Not Responding | An agent was On Queue or Interacting and did not answer on offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions. | Yes |
This page last updated in Release Number: 24-01
Release Date:12/18/2024
Effective Date: 12/18//2024