Hi @Braiden Woodward,
I am still trying to understand the reason that it took so long to isolate what was happening in these two different instances, but I suspect that it is a combination of things. When these reports started coming in, we were having reports of latency, and we thought these were linked (like Darryn mentioned earlier). Then, those issues were restored, but these two issues persisted. This is why my team asks if the issue is still happening (but they do need to be better about explaining that issue X was found and remedied, and that may have also corrected issue Y - one of the things I'm working on with them).
The Service Level Agreements in the resource center are our targets, but when there are many changes being made that may resolve an incident, the timer "resets", for lack of a better word. Now that dev has these two separate issues and we've eliminated them being caused by the latency issue from late February or from being the result of any of the feature releases from the last two weeks, they will be using the great info you've all provided in your cases to isolate and eliminate the cause(s).
Asking questions like this doesn't make you difficult - it makes you a good customer, and a good advocate for your customers. I appreciate that.
Have a great Friday, and we'll keep you posted on the progress for these two issues!
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Chrissy Linzy
Genesys Employee
Global Leader | PureCloud Customer Care
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Original Message:
Sent: 03-08-2019 01:37
From: Braiden Woodward
Subject: Agent status not updating properly
Hi Chrissy,
Why are the cases only now going to development? Our own cases have been open for 12 days and others on here have said 3 weeks.
These issues would appear to be platform level issues and therefore have a 5 business day target to restore? Or are these not platform level issues? If not can you please provided a definition for what constitutes a platform level issue. https://help.mypurecloud.com/articles/service-level-agreements/
Would prefer not to be difficult but we have downstream expectations to manage here.
Kind regards,
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Braiden Woodward
Foehn Ltd.
Original Message:
Sent: 03-07-2019 18:54
From: Chrissy Linzy
Subject: Agent status not updating properly
For everyone on the thread - we have grouped these cases, and there are two separate (but similar) issues happening. Both have been sent to our development team, and we'll be tracking their progress via the open cases.
The first scenario is an agent's status changing to another status after they've logged out.
The second scenario is the agent's status being wrong in the dashboards, like they aren't refreshing.
Thanks to all of you, we have some video captures of both scenarios, and the logs our developers will need to sort through these. We'll keep you posted in your cases!
Chrissy
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Chrissy Linzy
Genesys - Employees
Original Message:
Sent: 03-07-2019 18:41
From: Darryn Chang
Subject: Agent status not updating properly
@Chrissy Linzy - I reported this issue over 3 weeks ago, thought it was latency related. case 0002478562. While i can understand your team cannot replicate the issue. I do find that support sit on alternative servers rather than the affected regions and cannot replicate.
Just today ive had to refresh my service several times to get a knowledge on whether agents had gone to break or not.
#F5Refresh is way of life
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 03-07-2019 14:50
From: Rosalia Soto
Subject: Agent status not updating properly
@Chrissy Linzy I'm having the same issues. Agent status not updating properly and under the queue details the calls waiting/interacting is not accurate. Case # 0002491103
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Rosalia Soto
Mailmyprescriptions.com Pharmacy Corporation
Original Message:
Sent: 03-07-2019 12:08
From: Chrissy Linzy
Subject: Agent status not updating properly
Hi all,
My team has been trying to replicate this scenario in our test environments for several days, but we haven't had much luck yet. I'm trying to pull all of these cases together so that we can do a more holistic analysis. I have @Sven Schiller and @Braiden Woodward's cases, but if @Angelia Harper and @Wen Gu can also send me your case numbers via DM so that I don't miss any, that will save me some time.
We're also looking for the cases to have console & network logs attached when the incident is occurring, and a video capture if at all possible (and you haven't already provided it). It will help streamline the troubleshooting as we tie all of these together.
Thanks!
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Chrissy Linzy
Genesys - Employees
Original Message:
Sent: 03-06-2019 17:15
From: Sven Schiller
Subject: Agent status not updating properly
We have agents who go into Idle status upon logout. It started with a couple of agents a few weeks ago, but it seems many agents' statuses are now affected. Our supervisors keep having to update the status so this won't impact our service levels. Here a couple of examples:
I had raised support case #0002482911 but have not received a solution so far. Anyone else have this issue?
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
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Sven Schiller
Kognitiv
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