Genesys Cloud – Expose agent active status in user search results

In a future release, Genesys Cloud will include an agent active or inactive status indicator in user search responses used by workforce engagement management (WEM) services. With this update, user search responses can include an explicit lifecycle indicator that shows whether an agent is active or inactive. By default, the search results return only active agents unless a service explicitly requests otherwise.

This change improves the reliability of systems that depend on user search results and reduces the need for duplicate lifecycle checks across services.

This feature improves platform behavior in several ways:

• Improves accuracy of user search results
  Services can clearly determine whether an agent is active or inactive when processing search responses.
• Reduces incorrect assignments and rule evaluations
  Services such as learning, and user rules can exclude inactive agents by default and avoid assigning work or tasks to users who are no longer active.
• Simplifies service integration
  Downstream services no longer need to implement their own logic to determine agent lifecycle status, which reduces duplicated processing and inconsistencies.
• Supports future use cases
  Services can still request inactive users when necessary, which allows future features to access historical or lifecycle-related user data without redesigning the search service.

This update provides a consistent way for services across the Genesys Cloud platform to identify active users and work with more accurate user data.