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Defer agent off-queue status until active interactions end

Feature coming soon. Support for the feature is temporarily disabled. Please check for updated availability information.

Administrators can manage how agents transition into off-queue statuses (for example, Break, Meal) when they request one while still handling an active interaction.

When enabled, an agent who requests an off-queue status mid-interaction is placed into an intermediate Requesting Off Queue state rather than being switched immediately. While in this state, the agent is not offered any new interactions. Once all of the agent’s active interactions have ended, Genesys Cloud automatically completes the transition, moving the agent into the off-queue status they most recently requested.

To enable the automatic transitioning to off-queue status:

  1. Click Menu > Account > Organization Settings.
  2. Click the Settings tab.
  3. Under Contact Center, enable Enable Requesting Off Queue.
  4. Click Save.

For more information, see .

Notes:

  • This feature is not officially supported for CX Cloud and Unified Experience integrations at this time. In a future release, Genesys Cloud will add official support for this capability across both integrated UIs.

  • An agent in a Requesting Off Queue state does not receive interactions. Direct routing only delivers to agents who are On Queue, or Off Queue and Available with the Accept Off-Queue permission — neither of which applies while the agent is in the Requesting Off Queue transition state.