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  • 1.  User Reports > User Availability

    Posted 04-05-2021 17:13
    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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  • 2.  RE: User Reports > User Availability

    Posted 04-05-2021 17:16
    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. 





  • 3.  RE: User Reports > User Availability

    Posted 04-05-2021 17:28
    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
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  • 4.  RE: User Reports > User Availability

    Posted 04-05-2021 17:36
    If you manually change the user's status after they've logged out, does the "logged in" box still appear colored in on the user availability details for that day for that status activity?




    --

    Aaron Lael

    State of Utah

    Telecommunication Specialist III - DTS Voice Operations

    *alael@utah.gov

    (801)538-1327






  • 5.  RE: User Reports > User Availability

    Posted 04-14-2021 17:54
    It seems as if rebooting each night resolves this issue.

    Thank you to everyone that took the time to read and respond to my post.  I get some of the best resolutions from this community :)

    Tina

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    Tina Yocum
    NorthWestern Corporation
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  • 6.  RE: User Reports > User Availability

    Posted 04-06-2021 07:48
    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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  • 7.  RE: User Reports > User Availability

    Posted 04-06-2021 10:26
    Hi Mark,

    I have already gone through all the suggestions you posted before I reached out to the community.  I did discover yesterday that this agent is not shutting down or rebooting his computer.  I have asked that he starts doing this at the end of his work day.  Hopefully, this will make a difference in his status.

    Thank you!

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    Tina Yocum
    NorthWestern Corporation
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