Tina,
You'll also want to validate if the user(s) are using any other Genesys provided solution. I've seen this type of behavior when the agents are also using applications such as scripter or screen recorder. If that's not the case here (you can look in the session manager view as stated in this thread), you can always delete and readd the user from scratch and see what the outcome is, when they change to Gone Home and log off. Additionally, if possible, you should have the agent actually shut down their device, as a sanity check. If they still show as logged in, there may be some other device that the user is logged into.
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Mark Battaglia
Kohl's Corporation
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Original Message:
Sent: 04-05-2021 17:28
From: Tina Yocum
Subject: User Reports > User Availability
That has been verified and he is truly logged off. I don't see this for any other user in our environment....
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Tina Yocum
NorthWestern Corporation
Original Message:
Sent: 04-05-2021 17:15
From: AARON LAEL
Subject: User Reports > User Availability
The first thing I would likely do is verify in the Session Manager view in IC Business manager that the user is actually no longer connected after the time they state they are logged out for the day.
Original Message:
Sent: 4/5/2021 5:13:00 PM
From: Tina Yocum
Subject: User Reports > User Availability
Hello,
We have an agent that changes his status to gone home and logs off as directed at the end of each shift. When the User Availability is ran for this agent it shows his Gone Home status as Logged In Non ACD and DND; from what I understand this should display on the report as only Non ACD populated for Gone Home and Logged Out status. I have rebuilt the user profile including deleting files on the server and agent computer for User App settings.
Any thoughts?
Thank you,
Tina
#Reporting/Analytics
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Tina Yocum
NorthWestern Corporation
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