Genesys Cloud - Admin - My status view

Go to performance 
 
 Select your workspace 
 
 Click statuses tab 
 
 To export data 
 
 
 My Status View (Genesys Cloud) 
 Summary 
 The My Status view in Genesys Cloud allows agents to monitor and control their current availability status within the contact center. This view shows whether the agent is available to receive interactions or currently in a non-routable state such as break, meeting, training, or offline. 
 Managing status correctly is critical for queue routing, workforce management adherence, and real-time reporting . When an agent changes their status, Genesys Cloud immediately updates their availability in the routing engine and operational dashboards. 
 
 Utilization 
 
 
 
 Use Case 
 Description 
 
 
 
 
 Availability control 
 Agents mark themselves Available to receive interactions 
 
 
 Break or non-working states 
 Agents change status to break, meeting, lunch, or training 
 
 
 Workforce adherence 
 Supervisors track adherence against scheduled activities 
 
 
 Interaction routing 
 Routing engine uses agent status to determine availability 
 
 
 Personal activity tracking 
 Agents view how long they have been in a specific status 
 
 
 
 Proper use of status helps ensure accurate reporting, effective queue routing, and adherence to workforce schedules . 
 
 Best Practices 
 
 
 
 Practice 
 Reason 
 
 
 
 
 Set status accurately before leaving the workstation 
 Prevents missed or misrouted interactions 
 
 
 Return to Available when ready to receive interactions 
 Ensures proper routing and staffing coverage 
 
 
 Follow WFM schedule adherence guidelines 
 Maintains staffing levels and operational planning 
 
 
 Avoid manually forcing statuses outside policy 
 Prevents inaccurate reporting 
 
 
 Use the correct break or activity status 
 Helps supervisors track adherence and performance 
 
 
 
 
 Example Scenarios 
 Scenario 1 – Agent Starting Shift 
 Agent logs into Genesys Cloud
 ↓
Agent checks My Status view
 ↓
Agent changes status to Available
 ↓
Routing engine begins sending interactions
 
 
 Scenario 2 – Agent Taking Scheduled Break 
 Agent finishes interaction
 ↓
Agent changes status to Break
 ↓
Routing engine temporarily stops sending interactions
 ↓
Agent returns and switches back to Available
 
 
 Scenario 3 – Supervisor Monitoring Status 
 Supervisor monitors agent dashboard
 ↓
Agent status displayed in real-time
 ↓
Supervisor identifies agents in Available, Busy, or Break
 ↓
Staffing decisions made based on real-time availability
 
 
 Key Benefits 
 
 
 
 Benefit 
 Explanation 
 
 
 
 
 Real-time availability tracking 
 Supervisors and routing engine see agent status instantly 
 
 
 Accurate interaction routing 
 Only available agents receive interactions 
 
 
 Workforce adherence visibility 
 Supports schedule compliance and reporting 
 
 
 Operational transparency 
 Teams can quickly identify agent availability 
 
 
 Improved service levels 
 Ensures the correct number of agents are available to handle interactions