Hi Bob,
I had a ticket opened for status changes, because they started behaving differently at first in late February and then again in March. I was told that it is by design that the Status will not revert back to the previous status if the user goes offline for more than about 1 minute. There are several reasons they may go offline, exit app, logout, lock computer, etc. There is no way around this. The only solution is to not go offline.
I just created this idea, so please vote and spread the word to get additional votes, so something will be done to address this:
https://purecloud.ideas.aha.io/ideas/ANA-I-101Please add comments and use cases as well.
I am already working with someone at Genesys to help determine why it's not even working by design. Most of the time, you only get around 30 seconds instead of 1 minute.
Prior to late February, we were actually seeing much longer than a minute. This led to the assumption that statuses were persistent. Especially since the documentation around it was non-existent.
Thanks,
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Daniel McLeod
Qsect LLC
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Original Message:
Sent: 05-05-2020 11:19
From: Bob Shappell
Subject: Change status when Computer is locked
Hi Matt,
We are seeing this behavior ("changing the agent from Meal to available ruining their stats when PC locks") in a few customers. How did you fix it?
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Bob Shappell
Avtex Solutions, LLC
Original Message:
Sent: 04-10-2019 05:42
From: Matt Calton
Subject: Change status when Computer is locked
Hi Christoph... we had this issue and it turned out to be the Hibernation and sleep settings on the PC as these settings disconnect from the Edge in our case changing the agent from Meal to available ruining their stats. I think your dual login is obscuring the issue - hope this helps.
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Matt Calton
Grove & Dean Ltd
Original Message:
Sent: 04-10-2019 05:04
From: Christoph Otto
Subject: Change status when Computer is locked
Hi,
my status changes to away when I use the purecloud desktop app, but only if i not logged into the mobile iOS app.
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Christoph Otto
Original Message:
Sent: 04-09-2019 14:00
From: George Ganahl
Subject: Change status when Computer is locked
My pleasure.
By the way, I did try it while logged into both the desktop app and web browser at the same time on the same computer, and my status did not change to Away when I locked the computer.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-09-2019 13:46
From: Vickie Litherland
Subject: Change status when Computer is locked
Thank you George for the quick reply. So I assume then as well, if we are logged in using the CTI adapter in Salesforce (also web browser) that this would not work either. I'll communicate to my teams. Thanks again!
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Vickie Litherland
Varian Medical Systems
Original Message:
Sent: 04-09-2019 13:10
From: George Ganahl
Subject: Change status when Computer is locked
That feature and functionality is built into the Desktop application.
Since a browser cannot detect the computer being locked, it is not a feature when logged in via browser.
You have to be logged in and Available just via the desktop app (not app plus browser or plus phone). There is a delay of 15 seconds, I think, before the status changes.
If you are logged in via the mobile app on a phone (and not elsewhere) then you go to Offline when the phone is locked.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-09-2019 11:57
From: Vickie Litherland
Subject: Change status when Computer is locked
Hi all,
Is there a way to automatically change status to 'away' when your computer is locked?
Thank you in advance.
Vickie
#Unsure/Other
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Vickie Litherland
Varian Medical Systems
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