Thank you for your question about Genesys Insight Solution and the RSN code you use in your call center system. Here’s a detailed explanation based on standard Genesys and call center practices:
Genesys Insight is a part of the Genesys Workforce Engagement Management (WEM) suite. It helps track, monitor, and analyze agent performance, availability, and adherence in real-time. One of the features is identifying reasons for agent status changes, especially when they are away from their work field (e.g., on break, logged off, etc.).
RSN stands for Reason Code, sometimes called "Reason Status Number" or similar in call center systems. In Genesys, RSN codes are used to categorize why an agent is in a non-available (away/offline) state. These codes are typically used for:
Breaks (lunch, coffee)
Meetings or training
System issues
Personal time
Unplanned absence
Outbound call assignment, etc.
There are two possibilities:
If your RSN code has 13 characters consistently and each position or section has a meaning, your organization might have implemented a custom structured RSN format.
Example structure:
[3-char dept code][2-char reason group][2-char shift code][6-char timestamp or ID]
Each part could represent a specific value:
First 3 chars = Team or department (e.g., "SLS" = Sales)
Next 2 chars = Reason group (e.g., "BR" = Break, "MT" = Meeting)
Next 2 chars = Shift code (e.g., "M1" = Morning 1)
Last 6 chars = Timestamp or unique code
✅ In this case, yes — each part has its own specific meaning and must follow a format.
Genesys allows for custom RSN code definitions through its admin tools or integration layers. So, it's also possible your organization designed this system internally using Genesys’ API or reporting tools. If it’s a freeform code:
The 13-character code could be arbitrary or created by your WFM or IT team.
You might be allowed to change the format or logic.
In this case, the meaning is defined only by your internal policy, not by Genesys itself.
To confirm how your system handles RSN codes:
Check your Genesys Admin documentation or consult your Genesys Admin interface (Configuration Manager / Genesys Cloud Admin).
Ask your WFM or IT admin if there's a mapping or documentation for each RSN code.
Look for an RSN-to-reason code table or log in the reporting module or database.
If you're using Genesys Cloud CX, check under Performance > Workspace > Agent Status > Reason Codes.
If you're on Genesys Engage (on-premise), the RSN code definitions could be in Agent Desktop configuration, TServer, or URS routing strategy.
FeatureExplanationRSN CodeReason for agent being away/inactiveFixed 13-char format?Could be structured OR custom depending on your systemCan it be changed?Yes, if it’s custom-defined by your organizationWhere to find mapping?Genesys Admin, WFM tool, or internal IT documentation
If you can provide an example RSN code (with sensitive info masked), I can try to help decode its possible structure too.
Would you like help drafting documentation or a template for your team to record RSN codes and meanings?