Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  Agent Status automatically changes

    Posted 07-22-2021 15:50
    Hi There,
    One of our agents status keeps on changing automatically from time to time to not responding, which makes her unable to answer interactions. Customer support looked at the console logs and said this was due to several disconnection as a result of an unstable network connection. The agent is working from home, and is the only one with such a problem. Has anyone experience such problems ? or do you have a means of dealing with an unstable connection ?

    }

     

    07/18/2021

    20:21:57.220 -0400

    View as Raw

    • {t
    • "2021-07-19T00:21:57.220Z",
    • level
    • "INFO",
    • message
    • "[connect] disconnected",
    • clientJid
    • clientId
    • "60f49e1500001a425b296126",
    • userId
    • "0cf43fbf-0bf4-4f69-8ee6-578d18538b92",
    • logger_name
    • "global"

    }

    Host: realtime-10-40-196-108  Name: /var/log/genesys/realtime.log  Category: realtime-pr


    Regards
    Samuel
    #Telephony

    ------------------------------
    Samuel Effange
    Nissan North America, Inc.
    ------------------------------


  • 2.  RE: Agent Status automatically changes

    Posted 07-23-2021 18:16

    Not Responding status could be due to a combination of network latency and user environment that prevents them from responding to alerts within the allowed time to answer.

    These are some things we did to help work-from-home agents who had similar issues. Our agents use WebRTC phones.

    • Switch from home Wi-Fi to Ethernet connection. This improves connectivity and call quality. Be sure to disable Wi-Fi on the PC/laptop while Ethernet is in use.
    • Replace Bluetooth devices with wired devices: headset, external mouse/keyboard. This reduces random mic/speaker issues on the headset.
    • On WebRTC phone settings, enable WebRTC Persistent Connection. We usually set the Timeout to 1800 sec (30 mins). Tests with 60 mins or longer also worked. This allows calls to be answered immediately, reducing No Response incidents from agents. (Prior to this, calls sometimes did not connect despite the agent clicking on the Answer button. We think this could be due to latency: by the time the agent's response reaches the server, the allowed time to respond has already passed. Basically, remote agents with slower Internet connection have shorter amount of time to answer, compared to agents with faster Internet connection. Persistent Connection helps narrow that gap. We found it works well for most remote agents.)
    • Asked agents to request their ISP to perform onsite troubleshooting by a field tech. Field tech may replace the modem/router or even replace an old cable. The issue is the upload speed. Every little improvement helps, especially with Cable Internet.
    • Switch from Genesys Cloud app on Chrome browser to Genesys Cloud desktop app. Positives: easier to find the app when there is a call alert (orange icon on task bar vs generic Chrome icon); pop-up desktop alert helps draw attention, especially when there is no alert sound; less interference from other Chrome-based apps; and no need to clear browsing data. Negatives: noticeably high CPU; sometimes refreshes itself randomly.
    • For a user on VDI desktop who had persistent WebRTC phone issue: use the new WebRTC Media Helper app. Run this app (URL: https://apps.mypurecloud.com/mediahelper) before connecting to the VDI desktop. It allows the WebRTC phone call session to bypass the VDI environment, allowing a more direct connection from the Cloud to the user's PC. Basically, less hops to travel and also adds persistence.

    Hope these ideas help.

    Regards,
    Kun Jin



    ------------------------------
    Kun Jin Rhee
    LifeCare Assurance Company
    ------------------------------



  • 3.  RE: Agent Status automatically changes

    Posted 08-05-2021 10:18
    Samuel,

    We had a similar issue. We turned off the sleep/power save mode for the agents' PC network adapters. We also set their WebRTC phones to persistent connection. That resolved the issue for us.

    Thank you,

    Eric

    ------------------------------
    Eric Allen
    Vervent, Inc.
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources