Idle status is defined as which of the following?

Idle status is defined as which of the following?

• A. This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.
• B. This routing status represents agents who are Not Responding while on queue.
• C. This routing status represents agents who are Busy and handling interactions.
• D. This routing status represents agents who are Available and ready.

Answer: (A)

Idle status means the agent is waiting in the queue and is able to take new interactions, but is not actively working on one. In Genesys Cloud routing, On Queue indicates the agent isn’t handling a contact yet, yet they’re ready to be assigned. This precisely describes someone who is idle—they can receive a task but aren’t currently engaged with an interaction. This fits best because the other states describe different situations: Not Responding on queue suggests temporary unavailability or a lapse in response; Busy means actively handling a contact; Available and ready implies the agent is fully ready to take tasks without being tied to a queue. Idle sits between being ready and being actively engaged, capturing that waiting-but-ready moment.

Idle status means the agent is waiting in the queue and is able to take new interactions, but is not actively working on one. In Genesys Cloud routing, On Queue indicates the agent isn’t handling a contact yet, yet they’re ready to be assigned. This precisely describes someone who is idle—they can receive a task but aren’t currently engaged with an interaction.

This fits best because the other states describe different situations: Not Responding on queue suggests temporary unavailability or a lapse in response; Busy means actively handling a contact; Available and ready implies the agent is fully ready to take tasks without being tied to a queue. Idle sits between being ready and being actively engaged, capturing that waiting-but-ready moment.