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Howdy all,I'm unsure what the proper topics for this are as it's my first post, so apologies of those aren't correct.Last week my IT group was notified that an agent was on queue/idle but not receiving calls while other agents in their workgroup with the same setup were taking calls. After opening a trouble ticket, the Genesys agent informed me that this was because the agent had deselected their phone, so while calls were being routed to the agent, they were silently failing and going to the next agent.I tested this and, sure enough, not only can an agent have no phone selected, ignore the warning for not having a phone selected, and go on queue for a queue that has ONLY VOICE as its media type, but they can and will be routed calls. When routed calls, there's no obvious indicator to anything/anyone else in Genesys that the call has silently failed due to lack of proper media, and even more shockingly, the agent is left in a routable state for that same media type that just failed. Even worse, agents can go on queue with a phone selected, and then at any time unselect the phone without their presence/status changing or routing failing or being put into a not responding state or anything.I stressed to the Genesys support agent how easy this would be for an agent to exploit and asked what the solution was - could we disable an agent's ability to deselect a phone? Could we get a report when an agent deselects a phone? Could we have them put into a non-routable/not responding state if they deselect a phone when they're supposed to be on queue for calls? The answer to everything was essentially no.Now that we know this is possible and are watching for it, we're seeing daily instances of it, but given there's no customer facing logs or alerts that we can look at (thanks Genesys!) it's hard to verify if this is happening unless a supervisor suspects it, opens an IT ticket where we can visually check if the specific agent is on queue without a phone showing as registered to them, and then open a ticket with Genesys to check if the agent manually deselected the phone.
Firstly, I'm hopeful someone at Genesys who has more authority than the support agent can review and see if something is being missed, or at least understand how terrible this is to have as a default setting with no logging/reporting or ability to change it on a per org basis. Secondly, I'm hoping someone can help shed some light on how they've overcome this so their agents aren't actively exploiting this bug.Thanks,
duncan, from the queues activity tab when you have the view with the waiting calls and interactions at your left and the agents on the queue at your right, you do have a way to check if the agents have the phone selected or not.
you need to have the table column "station" selected and if you see a red crossed with a line phone icon that agent has no phone selected.i did voted on this idea because we noticed the same issue: https://genesyscloud.ideas.aha.io/ideas/TEL-I-200
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