Genesys Cloud (formerly PureCloud)

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Agent Status Incorrect

  • 1.  Agent Status Incorrect

    GCAP Member
    Posted 09-18-2020 08:08
    Hi All,
    I've been having a few customers tell me that their agent statuses are getting out of whack... the agents are unable to place themselves on queue and have to be removed then re-added to the queue to get them working again. They'll get an error telling them they're not active on any queues when they try to go on queue.
    Is anyone else running into this?
    #SystemAdministration

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    Dean Thames
    Koch Business Solutions
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  • 2.  RE: Agent Status Incorrect

    NEW MEMBER
    Posted 09-18-2020 08:21
    ​We have also had agents state the system is placing them in "not responding".  When they go back on queue and receive a call, it reverts back to "not responding".  They have also had issues with being able to end and disconnect the call.

    Peggy Elliott
    Red River Bank

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    Peggy Elliott
    Red River Bank
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  • 3.  RE: Agent Status Incorrect

    GENESYS
    Posted 09-18-2020 09:33
    Those sound like network communications issues from the agent workstation to the cloud...especially if it is only some agents, not all.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 4.  RE: Agent Status Incorrect

    GCAP Member
    Posted 09-18-2020 11:06
    We have had a similar issue this morning where agents have be inactivated in all their assigned queues, and our WFM team has had to reactivate them.  Over three dozen agents have been affected so far, but the WFM team is still checking agents on today's schedule to ensure they are active when they login.

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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  • 5.  RE: Agent Status Incorrect

    GCAP Member
    Posted 09-18-2020 13:49
    @George Ganahl - what Bruce is describing is what's happening... I've had two customers in two different orgs in two days tell me about this. When i looked at one of the customer's org this morning and looked a their queue members, nobody was showing in there. But the queue activity report showed them all offline. When I added a few into the queue, the rest showed up, but some of those didn't work. At that point removing them and adding them back to the queue fixed the issue.  ​

    I don't see it as a client issue per the number of people in different locations.. three different offices and remote.

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    Dean Thames
    Koch Business Solutions
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  • 6.  RE: Agent Status Incorrect

    GENESYS
    Posted 09-18-2020 14:19
    Then, everyone needs to open cases with Care to get it documented and get a ServOps started to look into it,


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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 7.  RE: Agent Status Incorrect

    GCAP Member
    Posted 09-19-2020 09:44
    We are seeing random slow downs with webrtc client across many different home networks. Also seeing inaccurate status values as of yesterday. We have been working with support and an older version seemed to help. For sure we are seeing way more stability issues in the web client than we have ever seen in 2 years. Let's see what happens.

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    Greg Barrett
    Outdoor Network, LLC
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  • 8.  RE: Agent Status Incorrect

    Posted 09-20-2020 10:45
    We have been seeing the same issues and opened a ticket with Genesys a few days ago. There is definitely a stability/reliability issue happening right now.

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    Marty Hand
    National Domestic Violence Hotline
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  • 9.  RE: Agent Status Incorrect

    Posted 09-20-2020 21:12
    Hi, All,

    May I request all of you to vote for this idea?
    https://genesyscloud.ideas.aha.io/ideas/CLINB-I-947

    Many of us 'suffered' a lot with this "You're not responding..." error, but most of the time, we don't know even support don't know how to trace the problem, and it has to start from the beginning.

    Hope you all vote this idea and it will help all of us benefit of this.


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    Johnson Lu
    MFE International Pte Ltd.
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  • 10.  RE: Agent Status Incorrect

    GCAP Member
    Posted 09-21-2020 05:39
    @Johnson Lu - I voted it. Thks for the suggestion, that's a good idea.

    @George Ganahl - will do. I was just trying to get a read on the scope here. Per Johnson's note above, calling in cases on issues like this can be very frustrating​​. Tendency from Tier 1 is to ask for logs and whatnot, and that's very difficult to do. It'd be handy to have some better information back from the client on the nature of a given error.

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    Dean Thames
    Koch Business Solutions
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  • 11.  RE: Agent Status Incorrect

    Posted 24 days ago

    Hello All,

    We are still experience issues using webrtc agents to log in and go on queue with inaccurate status values.

    Does anyone know if this was identified as an issue by Genesys and was it resolved?

    Thank you.

    Graeme



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    Graeme Watson
    Occam Networks Limited
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  • 12.  RE: Agent Status Incorrect

    GCAP Member
    Posted 24 days ago
    The issue subsided for my customers. I don't believe there was ever a "resolution" though.

    The supervisors were able to control for this to some extent by removing and then re-adding agents to their assigned queue. This seemed to re-synch things.

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    Dean Thames
    Koch Business Solutions
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  • 13.  RE: Agent Status Incorrect

    Posted 24 days ago
    We are still experiencing it with no resolution in sight.

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    Marty Hand
    National Domestic Violence Hotline
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  • 14.  RE: Agent Status Incorrect

    Posted 24 days ago
    Thanks for the feedback Dean and Marty.

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    Graeme Watson
    Occam Networks Limited
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