Dear all,

#Telephony

------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------

Good morning. We are seeing this happen intermittently to a handful of our agents. Our best guess is that there is a temporary issue with their Internet connection causing a problem with their Genesys status. We are using PingPlotter tracing to track it on agents experiencing the issue.

------------------------------
Marty Hand
National Domestic Violence Hotline
------------------------------

Original Message:
Sent: 06-02-2021 09:12
From: King Kwong
Subject: Agent status automatically changed from On-Queue to Available

Dear all,

What is possible reason causing the automatically status changes? Customer is using Chrome extension.

#Telephony

------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------

This is likely the case.  Genesys Cloud will transition an agent to OFF-QUEUE (Routing status) and AVAILABLE (Presence) in the event that a network connection has been dropped for some period of time.  (The duration depends on the state the agent is in, whether they are working on an interaction or taking a call, etc.).

Have you checked network logs for these agents?

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 06-03-2021 09:19
From: Marty Hand
Subject: Agent status automatically changed from On-Queue to Available

Good morning. We are seeing this happen intermittently to a handful of our agents. Our best guess is that there is a temporary issue with their Internet connection causing a problem with their Genesys status. We are using PingPlotter tracing to track it on agents experiencing the issue.

------------------------------
Marty Hand
National Domestic Violence Hotline

Original Message:
Sent: 06-02-2021 09:12
From: King Kwong
Subject: Agent status automatically changed from On-Queue to Available

Dear all,

What is possible reason causing the automatically status changes? Customer is using Chrome extension.

#Telephony

------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------

Checked the network log but not sure which one represents network issue.



------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------

Original Message:
Sent: 06-03-2021 15:58
From: Chris Bohlin
Subject: Agent status automatically changed from On-Queue to Available

This is likely the case.  Genesys Cloud will transition an agent to OFF-QUEUE (Routing status) and AVAILABLE (Presence) in the event that a network connection has been dropped for some period of time.  (The duration depends on the state the agent is in, whether they are working on an interaction or taking a call, etc.).

Have you checked network logs for these agents?

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 06-03-2021 09:19
From: Marty Hand
Subject: Agent status automatically changed from On-Queue to Available

Good morning. We are seeing this happen intermittently to a handful of our agents. Our best guess is that there is a temporary issue with their Internet connection causing a problem with their Genesys status. We are using PingPlotter tracing to track it on agents experiencing the issue.

------------------------------
Marty Hand
National Domestic Violence Hotline

Original Message:
Sent: 06-02-2021 09:12
From: King Kwong
Subject: Agent status automatically changed from On-Queue to Available

Dear all,

What is possible reason causing the automatically status changes? Customer is using Chrome extension.

#Telephony

------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------

Hi Chris,

We too are experiencing issues with agents being placed on 'Available' status when they have gone to lunch and are on 'Meal' or 'Away' status. 

As this has only recently started happening to agents (and is across multiple organisations, not just ours), I am unsure of your theory of a drop in network connection. Can you please look into this further?

Thanks

Kath Baker

------------------------------
Katherine Baker
------------------------------

Original Message:
Sent: 06-03-2021 15:58
From: Chris Bohlin
Subject: Agent status automatically changed from On-Queue to Available

This is likely the case.  Genesys Cloud will transition an agent to OFF-QUEUE (Routing status) and AVAILABLE (Presence) in the event that a network connection has been dropped for some period of time.  (The duration depends on the state the agent is in, whether they are working on an interaction or taking a call, etc.).

Have you checked network logs for these agents?

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 06-03-2021 09:19
From: Marty Hand
Subject: Agent status automatically changed from On-Queue to Available

Good morning. We are seeing this happen intermittently to a handful of our agents. Our best guess is that there is a temporary issue with their Internet connection causing a problem with their Genesys status. We are using PingPlotter tracing to track it on agents experiencing the issue.

------------------------------
Marty Hand
National Domestic Violence Hotline

Original Message:
Sent: 06-02-2021 09:12
From: King Kwong
Subject: Agent status automatically changed from On-Queue to Available

Dear all,

What is possible reason causing the automatically status changes? Customer is using Chrome extension.

#Telephony

------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------