CxCave
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Genesys CloudNew Feature

Agents can request off-queue status without cutting short their break

With Requesting Off Queue enabled, an agent with active work can request Break or Meal, stop receiving new ACD interactions, and move to that status only after current work and after-call work finish.

Release date:

  • Routing
  • Workforce Management

What changed

Administrators can enable a Requesting Off Queue presence status. While it is active, the agent remains On Queue for presence, reporting and WFM adherence but receives no new ACD interactions. When all active interactions and after-call work are complete, Genesys Cloud moves the agent to the requested off-queue status automatically. The feature was postponed from the September 28 release and appears in the October 19 note.

Vendor documentation (opens in a new tab)

Why it matters

Agents no longer lose part of a scheduled break to wrapping up a long interaction, and adherence stops penalizing them for it. Because the agent still counts as On Queue while finishing, teams should understand how this shows in real-time views and adherence before enabling it.

CxCave practical context

Who should care

  • WFM teams
  • Supervisors
  • Routing administrators

Implementation considerations

REVIEW

Decide which divisions should use it, check how Requesting Off Queue appears in real-time adherence and agent status views, and update agent guidance on requesting breaks.

CxCave recommendation, not a vendor mandate unless explicitly stated.

All Genesys Cloud updates