Genesys Cloud CX

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  • 1.  Agents switching to Not Responding

    Posted 05-04-2022 23:58
    We are on a fully hosted Genesys Cloud. No local Edges. All hosted by Genesys. We have seen a significant increase in agents changing to "Not Responding" despite the fact that they are on auto-answer. All agents are using WebRTC. We have a case open. But, thought I'd give the heads-up here in case anyone else is having issues.

    In looking at one of the agents, her Chrome page starts blocking her microphone between calls. We change the Chrome setting to unblock the Mic and she started working for a while. Later, it stopped routing calls to her, but her mic was not blocked.

    At one point today, we had 7 agents with Auto-answer that went into Not Responding status. In talking to them, they said this problem started on Monday.
    #Routing(ACD/IVR)

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    Jeff Gaedke
    Goldman Sachs
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  • 2.  RE: Agents switching to Not Responding

    Posted 05-05-2022 08:43
    We are seeing this issue on and off with our on-prem edges. Most often it seems to be related to the home-networking of the affected agents. Rebooting the end-user device, and their internet/wifi gateway, etc. usually addresses those cases.
    Every 3 months or so we have seen a larger call routing issue that is fixed only by rebooting our edges. In this case, agents are showing as Available / On Queue, but are not routed calls. The number of affected agents grows over time, so it seems to be some kind of resource issue/leak on the edges. Unfortunately, Genesys support has yet to determine a root cause.

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    Sven Schiller
    Kognitiv
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  • 3.  RE: Agents switching to Not Responding

    Posted 05-05-2022 11:56
    We have also seen this (fully hosted Genesys Cloud)

    Beyond this specific issue, I noticed there are a lot of instances where phones are Alerting for several seconds before being auto-answered.  This seems to be spread among different reps, not always the same people.   Alert time can range from half a second to 15 seconds (then Not Responding).  This variance causes grief for those trying to answer the phones and inflates the AHT just a little.  We opened a ticket but haven't heard back on it yet, it's frustrating.

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    Kyle Peterson
    Athene
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  • 4.  RE: Agents switching to Not Responding

    Posted 25 days ago
    Jeff- did you ever get a fix for this issue?

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    Dawn Weston
    AvalonBay Communities, Inc.
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  • 5.  RE: Agents switching to Not Responding

    Posted 9 days ago
    We have had this happen a lot in the past two weeks as well. Are rebooting Edges what the actual fix is for this?

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    Kara VanderBeek
    Athene
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  • 6.  RE: Agents switching to Not Responding

    Posted 9 days ago
    We've had this going on since mid December.  We had Genesys clear the cache on our Edges last night but we were told this is a temporary fix.  We have been told "Genesys found a bug that is causing the Edge config cache to not get updated, resulting in station configuration issues."  The next release of the Edge firmware is supposed to have a patch, but there was no ETA given when that might be available.

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    Brent Bucey
    AAA Club Alliance Inc.
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  • 7.  RE: Agents switching to Not Responding

    Posted 5 days ago
    We have also seen this occurring on multiple orgs since mid December, it seems to have gotten worse since the beginning of January.  We haven't had any feedback from Genesys.  It is very interesting what you have said about the bug, will ask them about that on one of our cases.

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    Braiden
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