Genesys Cloud CX

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  • 1.  Users getting multiple calls

    Posted 11-05-2021 11:22
    Has anyone experienced issues in the last week with agents getting multiple calls? We've had multiple orgs report it.  We have cases with Customer Care but I wanted to see if others were also having this issue.
    #Omni-ChannelDesktop/UserInterface

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    Braiden Woodward
    Foehn Ltd.
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  • 2.  RE: Users getting multiple calls

    Posted 11-05-2021 14:15
    Yes have had the odd report of this one.  Will be interesting to see what cust care tells you.

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    Vaun McCarthy
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  • 3.  RE: Users getting multiple calls

    Posted 8 days ago
    Hi there,

    Do we know, by any chance, what the cause/solution/explanation was for this?

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    Angel R.
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  • 4.  RE: Users getting multiple calls

    Posted 7 days ago
    Hello Braiden,
    Did You get any response from the support?

    Our customers are also say's that it's happened
    .

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    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
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  • 5.  RE: Users getting multiple calls

    Posted 5 days ago

    We've had instances of this.
    We are actually integrated with Salesforce, and people would also have Genesys Cloud open as well as the Genesys phone in salesforce, causing a 'multiple concurrent login' https://help.mypurecloud.com/faqs/why-do-multiple-concurrent-logins-cause-problems/#:~:text=Genesys%20Cloud%20does%20not%20support,app%20and%20in%20web%20app 

    So basically, you can only be logged in once in Genesys on your computer, and we were logged in twice, once in salesforce and once in Genesys.
    Once people started using only one platform to answer calls, the issue went away.

    Another thing could be Utilization in Genesys, they could be set up to be able to answer 2 calls at once possibly. 

    Hope that helps



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    Glen Tylee
    Fonterra
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