Is it possible for user statuses and routing statuses to sum to more than the total number of agents in the queue?

Is it possible for user statuses and routing statuses to sum to more than the total number of agents in the queue?

• A. Yes
• B. No
• C. Only for automated agents
• D. Only in passive mode

Answer: (A)

The idea being tested is that there are two separate status dimensions in Genesys Cloud: user status and routing status. They are counted independently. An agent can be counted in both dimensions at the same time—for example, an agent who is online (user status) and also available for routing (routing status). When you add up the counts from both dimensions, you can end up with a total that exceeds the number of unique agents in the queue because the same agent is being counted twice in different categories. So yes, it is possible for user statuses and routing statuses to sum to more than the total number of agents in the queue.

The idea being tested is that there are two separate status dimensions in Genesys Cloud: user status and routing status. They are counted independently. An agent can be counted in both dimensions at the same time—for example, an agent who is online (user status) and also available for routing (routing status). When you add up the counts from both dimensions, you can end up with a total that exceeds the number of unique agents in the queue because the same agent is being counted twice in different categories. So yes, it is possible for user statuses and routing statuses to sum to more than the total number of agents in the queue.