This is specifically addressing the scenario where you are stating your agents are able to log off on available status. There is a configuration checkbox on status messages called "Status is Persistent"
This checkbox determines whether or not a status will remain assigned to the user when they log off of the system. If a status is not persistent and a user logs off in that status, they will be reverted to their last status that was persistent. If you have no persistent statuses in your system, you will likely see agents revert to "Invalid Status" when they log off of the system.
If you look in directory services, you will see two entries for the current status of each user: their live status and their last persistent status, so that the system can revert them to the last persistent in the event they log off in a non-persistent status.
It is entirely possible that you have a different issue, but everything you described in your last update points to the available status being set as persistent, which there are not many practical applications for (in my experience).
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Aaron Lael
State of Utah
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Original Message:
Sent: 11-14-2019 03:46
From: Vineet Kakroo
Subject: Exiting/logoff Interaction Connect
Hi Aaron,
Not sure I am aware of the setting for persistent in IA.
Can you point me to it and I can check what my setting is.
Regards
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Vineet Kakroo
FIL Investment Management Ltd
Original Message:
Sent: 11-13-2019 15:29
From: Aaron Lael
Subject: Exiting/logoff Interaction Connect
Is your available status configured as persistent in Interaction Administrator? That would cause what you are describing.
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Aaron Lael
State of Utah
Original Message:
Sent: 11-13-2019 15:26
From: Vineet Kakroo
Subject: Exiting/logoff Interaction Connect
Hi Alain,
I just tested this in our test environment. I loggedin in Connect, made myself available and then closed the browser. On ICBM I can see myself as available but Logged-Out. Also ICBM does not show any available agents for ACD.
I being the only available agent on the system with status available but logged out, the call I placed to test remained in the queue waiting for agent (Available for ACD interactions = 0). It did not ring my desk phone either.
I am not sure if it is config or the way our telephony is setup but seems it is not impacting our ACD nor is ringing directly on phone.
Yes in the past I have see if we are on a call and the browser crashes and is reloaded, the call remains and is loaded automatically when reload finishes.
Regards
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Vineet Kakroo
FIL Investment Management Ltd
Original Message:
Sent: 11-13-2019 12:02
From: Cole Callahan
Subject: Exiting/logoff Interaction Connect
Hi Alain,
Great question, and thank you for bringing it to the community! Our experts discuss your question in the most recent episode of the PureConnect Q&A Show. You can check it out here!
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Cole Callahan
Genesys - Employees
Online Community Coordinator
Original Message:
Sent: 11-06-2019 07:52
From: Alain LeBrasseur
Subject: Exiting/logoff Interaction Connect
Good morning,
Is there a way to make sure that when an agent closes the browser that it automatically logs him/her out of the system ?
Is there a specific setting/parameter to enable ?
We all know that it's very important to tell them to logoff, but in reality....
Thanks in advance.
-Alain
#Omni-ChannelDesktop/UserInterface