Change your status

AI-generated summary

Genesys Cloud enables users to change their status across multiple integrated applications, with changes taking effect immediately in all connected platforms. Users can modify their status by clicking the arrow or status indicator in the client interface and selecting from available options including On Queue, Break, Busy, and Out of Office. When selecting statuses other than On Queue while actively connected to an interaction, the system transitions to a "Requesting [status]" state that prevents new interactions from being routed until the current interaction concludes, at which point the status automatically updates to the originally selected option. The Out of Office status allows users to set specific date and time parameters, with optional scheduling without an end date. This functionality is available across Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, and Genesys Cloud for Zendesk. Certain status options and behaviors are contingent on administrator configuration settings and user permissions, such as the Telephony > Station > Disassociate Self permission requirement for selecting statuses other than On Queue when a phone is not selected.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, and Genesys Cloud for Zendesk.

When you change your status in either the client or Genesys Cloud, the change takes effect immediately in both applications.

To change your status in the client, follow these steps:

Click Arrow in the upper-right corner of the client, or click your status at the bottom of the pane.
Select a status.
- On Queue
  If you do not have the Telephony > Station > Disassociate Self permission and a phone is not selected, then the client displays the following message:
- Status other than On Queue while connected to an interaction
  Note: This status is available only when the administrator has enabled the Enable Requesting Off Queue setting in the Genesys cloud global organization setting. For more information, see Defer agent off-queue status until active interactions end.
  If you select a status such as Break or Busy while you are connected to an interaction, your status changes to Requesting followed by the status you selected. For example, if you select Busy, your status changes to Requesting Busy.
  While your status is Requesting [status], no other interactions are forwarded to you and the following notification displays:
  After you complete and wrap up your current interaction, your status automatically changes to the status you originally selected, such as Busy.
- Out of Office
  1. If you select Out of Office, set dates and times. To schedule Out of Office without an end date, select No specific end time.
  2. Click Schedule.
    Note: To cancel a scheduled Out of Office, click Delete Scheduled.