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Agents randomly going "not responding" during a call while on queue ?

  • 1.  Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 09-20-2018 10:42
    Edited by Ramsey Miller 10-03-2018 09:42
    On queue, on an active call, then suddenly this pops ... anyone else experience this ?



    ------------------------------
    Ramsey
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  • 2.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS ADVISOR
    Posted 09-20-2018 12:24
    Hello Ramsey,

    Are you using the web user interface or desktop application? And also, does your PureCloud allows other interactions (chat and email) and they are ignoring these alerts?

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    Marie Grace Delos Santos
    Global Digital Team, Customer Success
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  • 3.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 09-20-2018 16:36
    Edited by Ramsey Miller 09-20-2018 16:36
    Desktop and yes they are in a separate queue that only allow email/chats, but no I don't think they are ignoring them...won't those wait on the agent either way ?   Agent says she was actively on a call and a chat when it happened.

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    Ramsey Miller
    Associated Credit Union of Texas
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  • 4.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS ADVISOR
    Posted 09-21-2018 10:51
    Hello Ramsey,

    We have the option to configure Agent Utilization settings. You may want to check our resource center: https://help.mypurecloud.com/articles/utilization/

    Let me know if this will help.

    ------------------------------
    Marie Grace Delos Santos
    Genesys - Employees
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  • 5.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 09-21-2018 18:16
    ​I experienced this screen as well today.  My scenario was agent was on queue and idle.  Agent was activated for the queue the call was in.  The call would never be sent to the agent.  Agent was in this situation for more than an hour.  The I received the You are currently "Not Responding".  I clicked the Make eligible for interactions and the calls started routing for several hours.

    Know the agent is back in this same state where calls will not route and we are patiently waiting for this You are currently "Not Responding" pop-up to take more calls.

    My theory is that I was going to other parts of PureCloud, running reports, doing admin functions with this agent while there where on queue.  It seems like some of those activities change that agents actual state.  I cannot find any reference to this You are currently "Not Responding" scenario.

    Tried the basics going on queue and off queue, logging out and back in.  Agent is currently still stuck in this weird state.

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    Kelly Wilson
    Aria Solutions
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  • 6.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 09-24-2018 11:29
    There is also a possibility of data network communication error, where the agent's client was not communicating properly with PureCloud across the Internet. So, PureCloud may have sent a call via the telephony connection, but the cleint UI did not receive the alert via the Internet, and the call timed out and the system set the agent to Not Responding. It would probably take Customer Care digging through some logs to see if that is the case.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
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  • 7.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 09-25-2018 21:15
    Edited by Darryn Chang 09-27-2018 21:22
    Just took a call from one of our users with this same issue.
    Will be raising with support

    So its been 2 days since I re-opened a case about this issue which was raised 2 weeks ago with support. Still no updates.
    Have been told it takes some time to download edge logs. Can anyone confirm what the time period for support to download Edge logs is?

    Meanwhile I have 1 agent that intermittently has an early day when the trouble occurs as they are unable to complete their job due to this error.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 8.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 10-01-2018 03:57
    Hello,

    We have a somilar issue under investigation bu Genesys Customer Care. But so far no response.

    In our case, the call is offered to the Agent, but the notification does not contain an Answer button, so the call cannot be answered. And after a while, the PureCloud sets the Agent off queue for Not Resonding.



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    Steven Deferme
    Quant ICT
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  • 9.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 10-02-2018 03:33
    Our agents are experiencing exactly the same issue. Calls were routed to them while they are already on an call. The system then set these agents to "Not responding". Guess this is the common issue, a PurCloud bug?

    It started about 1 week ago to any agents at anytime.

    PureCloud Support, or anyone has a  workaround to stop this behaviour?
    Thanks & Best Regards
    MengYong

    ------------------------------
    MengYong Choo

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  • 10.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 10-02-2018 08:44
    We are having the same issue with our orgs. We also have cases opened up for this.

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    Angelia Harper
    Avtex
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  • 11.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 10-02-2018 20:05
    @George Ganahl, @Marie Grace Del Santos, @Melissa Bailey - Can any of you have this escalated among the support care channels?
    As we are all reporting the same issue with our organisations this would mean multiple tickets exist that possibly are using multiple case managers.

    This seems to be a global issue considering the response from other customers on this thread?
    Who from customer care @ Genesys is linking the dots between our cases?

    ​​​

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 12.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 10-02-2018 20:53
    Sorry, I don't have any authority to escalate cases.

    Make sure you enter in the case notes that other customers have mentioned the same problem on Community.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------



  • 13.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 10-03-2018 09:42
    Edited by Ramsey Miller 10-03-2018 16:38
    "Sorry, I don't have any authority to escalate cases."

    George, not trying to pick on you, but I would like to share some feedback on this.  This situation above is my only major complaint about PureCloud.  You guys have created this nice forum to initiate conversation, share ideas, and head off some support.  You seem to be the most involved and helpful employee on here, yet the rest of Genesys isn't interested in what you are discovering ?  You are essentially the internal voice of many of the Genesys customers, yet they haven't provided you a channel to relay information ?  That is mind boggling and essentially the exact same situation we have with my sales team and "customer success" manager.  You guys ARE NOT that big.  We have zero contact with anyone at Genesys who can actually get something done when we have an issue.  After making a stink, I was even provided the "management" email, but even emails to that address are getting completely ignored.  It's this reason that I had to decline a referral call for the first time b/c I can't recommend the product until this service/communication problem gets figured out.  Are we alone in this opinion ?  I'd like to hear from other customers please.

    George, please don't take this the wrong way, I very much appreciate your help on here and you have specifically helped us out more than any other channel provided.  Thank you!



    ------------------------------
    Ramsey
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  • 14.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 10-03-2018 10:16
    @Ramsey Miller, don't think for a moment that I just let things lie internally. I do poke at people :-)​

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 15.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 10-04-2018 05:35
    @Ramsey Miller​,

    Rightly pointed out. I share the same concerns with you being a Genesys partner. I am currently doing my third PureCloud implementation. People who have experience working with previous Genesys Support (before the Pure.. prefix was added to the products) know that

    1. Contemporary PureCloud support is a complete waste of time. 
    2. You raise an issue and seek support of 'customer success managers' instead they will try to extract PS out of it you instead helping you out.
    3. Product documentation and videos are not up-to-date.
    You think we need to escalate these well known issue?

    1. Non responding issue
    2. Inability for a supervisor to force a logout on an agent etc.
    3. Not all dashboards have download option
    4. Agent can pass a value to secure flow but secure flow can't pass any value/status back to agent
    5. You can't play dymanic prompts based on web service results.
    6. Many more
    They are well aware of this and its a public knowledge now. Words about PureCloud capabilities and limitations are already out in market and we hear it from potential customers as well.

    Rest assured, they aren't just able to fix it so meanwhile this community/dev forum is the only platform where we can raise our issues and I am extremely thankful to the people who provide solutions here though they aren't 'liable' to do so.







    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------



  • 16.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 10-05-2018 11:01
      |   view attached
    Hi @Sajid Abbas,
    In response to your comment: "Product documentation and videos are not up-to-date."

    ​If you ever find out-dated information in the Resource Center, please let us know by leaving feedback: 
    1. At the bottom of the article, beside "Was this article helpful?", click Yes or No.
    2. Enter in your email and comments. You can submit anonymously, but we prefer an email address so we can respond or ask follow-up questions.
    3. Click Submit Feedback.
    Resource Center Feedback
    We work hard to keep the Resource Center information up-to-date and keep up with all of the new and improved features that get released.
    Speaking of new features- keep an eye out for the ability to export more performance views. I don't have specific dates, but I know our developers are working to add those in as quickly as possible.
    Thanks helping us improve!

    ------------------------------
    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
    ------------------------------



  • 17.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 10-04-2018 09:16
    Edited by Brian Brian Dupuis 10-04-2018 09:17
    As we are all reporting the same issue
    Just for clarity, support and development are all tracking the multiple issues being discussed in this thread, George isn't flying solo contrary to appearance. And these are actually separate issues that might feel like the same issue, but that's why it's a bit complicated to untangle them and funnel the right information to the right teams.

    1. Agent receiving an ACD call while already on an ACD call.
    2. Agent on queue and idle but being marked as not responding while not receiving any calls.
    3. Agent receives notification of a call but no buttons are presented to answer the call.

    We're definitely aware of these and troubleshooting as quickly as we can. Thanks for the valuable insights into these issues.

    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 18.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 10-04-2018 10:04
    Thanks for the reply Brian!   Have you guys thought about providing a customer-only portal where customers can review all known issues ?  Seems many of us are wasting our time and frustrating our internal stake holders by never having information.  If I could simply say "yes, they are aware of the issue and are working to resolve", it would make my life so much easier.... Instead I have to open a pointless ticket with support.... respond to give them permission to access the org, respond to give them screenshots that probably don't apply, respond to give them console logs when that probably doesn't apply or they could probably get themselves, respond to give them a video example, etc... Only to not get a response at all even though it's probably a known issue the whole time ...It's all very frustrating and not a typical enterprise grade style of handling what are common situations in similar environments/solutions.

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    Ramsey
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  • 19.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 10-04-2018 10:15
    Edited by Ramsey Miller 10-04-2018 11:19
    Also, if George isn't flying solo and these are not only known issues but 3 separate known issues, why is he completely unaware they are even issues ? (not trying to pick on you George! please forgive!) He suggested it was a customer communication problem above ?   We even had a "Customer Success Operations Specialist" suggest I reference the resource center, which quite frankly, I find very condescending considering that any customer engaged enough to be interacting in the Genesys community surely knows how to utilize the resource center.... Doesn't help how many times I've been directed to the resource center in the past either ...  I realize I'm piling on but I'm doing this intentionally to try to SAVE purecloud.  You guys need to really be aware of how critical this customer support/communication problem is or the whole thing might go up in flames.  I'm a stakeholder, THE internal purecloud champion in my organization, and I am a big fan of the product and I want it to succeed desperately.  You guys need to pause trying to get new customers and take care of the ones you have now.  That includes slowing development on the more marketable features that don't yet exist... Utilize your dev teams to fix the issues today and create back-end features that only current customers would be aware of.  Please pass this on!

    Sincerely thank you for communicating with me, it's what we need desperately!

    ------------------------------
    Ramsey
    ------------------------------



  • 20.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 10-04-2018 10:34
    The App and browsers need frequent refreshing F5 clears these as a general rule - sorry for the late response to this thread not been active previously. Once you get a handle on this life becomes a little less stressful. Not Ideal. Also - I would urge Brian to define quickly - Hours, Days, Weeks or months. I would prefer a timescale rather than generic muting.

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    Matthew Calton
    Grove & Dean Ltd
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  • 21.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 10-04-2018 17:21
    Edited by Brian Brian Dupuis 10-04-2018 17:32
    To be fair to George, he recommended those steps 10 days ago. The Care and Support orgs are triaging potential problems that feed into development where we can then identify patterns that correspond to legitimate issues that we then try to troubleshoot and then address. So at the time he recommended those steps we had less information than we do now. Please also consider the sheer volume of input, often at odds or inaccurate, that we wade through that might not turn into actual issues but rather misconfigurations or misunderstandings. In this very thread "everyone has the same issue" turned out to be technically three different if related things, so accurately identifying which symptom corresponds with a "known issue" or a seeming issue rather than another existing issue is non-trivial. We're all doing our best to disambiguate. So we're not leading you down seemingly blind alleys because we don't care or don't believe you about the issue, we're trying to rule out other mitigating factors.

    We are indeed trying to improve our communication with customers about these and have and will include timeframes when we have them available. I understand for instance that we're targeting an improvement for the multiple ACD calls in the following weeks. I have no additional information on the other two issues identified aside from they are in active troubleshooting and we have at least an initial understanding of the causes and potential ways to address.

    Thanks again all for the assistance in helping us find and address these things. Trust me, we just want the product to fulfill your needs, too.

    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------



  • 22.  RE: Agents randomly going "not responding" during a call while on queue ?

    GCAP Member
    Posted 10-04-2018 18:22
    Edited by Ramsey Miller 10-04-2018 18:31
    Brian, thank you again for the detailed and thoughtful reply.  Great point about George's reply being 10 days old.  That does also really drive home the importance of having a customer-only portal where all known issues are posted/tracked.  If we had that then you guys could have updated the topic between now and 10 days ago and my incorrect assumptions wouldn't have been possible.  You guys do such a great and transparent job on the public "incidents", why do issues like this have to be that much different?  For example, today I received 4 very prompt emails about "error rates in EMEA in Dublin and Frankfort" with a fulfilled promise to update again in 15 minutes,etc ...  THAT is good communication that had zero relevance for me but it proves it's possible.  You don't have to put them all on your website, I'm sure all of your customers would sign an NDA about problem reports if that will help.

    Here is a model that I would support...  What if each org had an assigned Genesys employee with qualifications equal to or least close to your qualifications that all problems could go through.  This employee would be EMPOWERED and could get stuff done, get/give answers, and be qualified enough to quickly be able to tell if it was a simple misconfiguration, inaccurate report, etc.  This employee would also be able to communicate internally to your dev teams in a much more qualified manner than the customers ever could.  This is type of model I thought we would have when we initially were looking at PureCloud when I had a very knowledgeable salesman (Patrick McMillan) who could communicate with folks inside of Genesys to get answers.  I also had a very qualified technical account representative (Terrance Felton) who could answer all of my questions and was a valuable resource.  Is this model as profitable ?  No  ...Is it a better model though and one that will prevent these communications issues ?  I think so.  I'm ready to sign the invoice to pay for this improvement.

    The attempts with the "customer success manager" and the "care and support" overseas teams are simply not working.

    Brian, I am happy to assist and provide feedback that I sincerely hope is valued.  I pride myself in IT solution selection and vendor relationships and I would love to be a part of Genesys and Purecloud success in any way possible.  My feedback is 100% with the intention of improving your organization and product (and then of course consequently mine!).  Thanks again!

    Side note, are you from Louisiana ? (Dupuis)

    ------------------------------
    Ramsey
    ------------------------------



  • 23.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 10-05-2018 10:07
    Edited by Brian Brian Dupuis 10-05-2018 10:07
    I can't go into great detail but there are considerable things afoot with regard to our customer care process. These Care issues -- including this thread now, honestly -- have visibility at the highest levels of PureCloud management, and a lot of people are taking a hard look at the process from start to finish. So I assure you your inputs are not falling on deaf ears.

    As far as "we get notices of outages quickly, why isn't this similar" it boils down to different problem spaces. Outages -- or conditions that might impact service that might turn into an outage -- primarily come from service analytics from either internal or external sources. An error rate in a critical service going up by some threshold triggers an alert (at all hours) and the teams dig in and determine if it needs mitigation steps and whether it might lead to a service-impacting event. That's very different from triaging a potentially imprecise customer concern and correlating it with other pieces of information to determine whether it's matches an existing known issue, whether it represents a new issue that needs addressing, or is something else entirely.

    My great hope is that eventually this discussion community turns into a place where you guys are mostly just asking for features or clarifying unclear points in documentation.

    (And yes, my dad was from Louisiana.)

    ------------------------------
    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------



  • 24.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 10-23-2018 09:13
    ​Seems like this thread has gone off topic to a service level discussion.
    We have had PureCloud since the late spring this year and this Not Responding Issue is the one that has been around since our platform Kickoff. We have escalated it several times and offered that one of our managers will work directly with a engineer to capture the occurrence data live in real time. The ticket seems to get passed between staff and never have we received a hint to either resolution or a plan to gather the required data to assess the issue technically. Yes we have had all 3 scenarios with Not Responding! The largest frustration to users is they have been put in NR and then seeing that there is a call in Queue with absolutely no way to get that call!
    This is business impacting. Some commitment from Genesys on a resolution plan with timelines should be communicated rather than reducing the thread to a discussion on potential customer service improvements. This is not a request for feature improvement, this is an operational trouble that requires resolution in a timely manner!


    ------------------------------
    Bill Perkins
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  • 25.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 03-20-2019 11:17
    Few of my clients (different orgs - Japan site) are still experiencing this. Multiple cases have been created with support but in the end nothing was found or suggested; and the cases all were closed by Support automatically. What the support provided thus far was ask for screenshots, browser log, etc while we do not get anything in return. It's been coming up to 1 year and we are still experiencing this.

    ------------------------------
    Meng Yong
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  • 26.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 03-21-2019 03:26
    Edited by Sajid Abbas 03-21-2019 03:53
    Keeping 'Not Responding' issue aside, Incompetent purecloud support is just enough to bring this product down. I have a case open with support, where the guy is hell bent on putting it into 'Solution Proposed' status without proposing any solution. :D

    90% of cases i have opened recently were canceled eventually without any solution that too after wasting weeks of valuable time.

    Guys we have better chance of getting our issues resolved by praying to God for divine help than to raise them with PureCloud support.

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
    ------------------------------



  • 27.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 03-21-2019 15:22
    Hello @Sajid Abbas Thanks for the feedback. I have followed up directly internally and we'll bring this forward to our ongoing dialogue to work together in partnership.

    Important to note that there is a comprehensive program underway to improve PrueCloud Customer Care with visibility into the initiative at the very top within Genesys. More on that effort here. The effort is delivering. We have completely revamped the organization structure and processes. Transactional NPS (tNPS) for PureCloud Customer Care cases are the highest they have been in one year.

    That said, we have work to do and we are diligently working as a cross-functional team to get to world-class support soon. Your constructive feedback is always welcome on that initiative on the main thread, via tNPS survey responses in cases, and via the ongoing dialogue, we have on other channels.

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 28.  RE: Agents randomly going "not responding" during a call while on queue ?

    GENESYS
    Posted 03-21-2019 15:31
    Hi @Meng Yong Choo, Thanks for bringing this forward. I will follow up now directly via email to further discuss. -Cass​​

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------



  • 29.  RE: Agents randomly going "not responding" during a call while on queue ?

    Posted 01-12-2021 07:44
    We are having the same issue. Since most agents are using WebRTC it was suggested that we use a persistent connection as a workaround.
    Should pose no issue with WebRTC at least...Anyone with experience in this?
    Or did someone find a more permanent solution?

    ------------------------------
    Andrew Lagarde
    KPN B.V.
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  • 30.  RE: Agents randomly going "not responding" during a call while on queue ?