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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.
Hi Matt,Thanks for the feedback!
Like @Cass Sapir mentioned, replicating is an important part of troubleshooting (and helps us identify if this is happening to one customer or if it could potentially affect more). @Darryn Chang brings up a great point about the different regions, though, and this is one of the things we are also looking to improve, so that we can do this much more quickly.
As we work on the additional improvements for my team, screen sharing sessions are absolutely on my list, and it's something we're starting to utilize a bit more every week. It's one of my favorite ways to see things, and to reduce the time cases are open, too.
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
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!
Hi all,The supervisor view issue should now be resolved. This was posted on the status page by Dev earlier today:
Resolved - A bug has been identified in the UI that may cause some users to experience supervisor views that show incorrect agent presence status visual indicators. Per row text indicators and status tally numbers at the top of the activity page remain accurate. A browser refresh of the page resolves the issue.
We are still working the remaining issue. Thanks!
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