We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi Chris,  This has always been an issue for us in isolated cases and they have been resolved.  Unfortunately, on 04/27 this became a huge issue impacting about 20% of our active staff across multiple LOBs.  We are on Cloud.  The "workaround" that we received from Genesys was to toggle the agents site in phone management or rebuild their phones.  This was effective but isn't a realistic solution for our number of users.  We were told that it was impacting multiple customers across uswest but no official communcaiton was ever sent from Genesys.  We received notification yesterday that some resoltion had taken place and that they would be monitoring for a few days.  We are still receiving a few reports since then.  Here is our case number:  Genesys Case #0003291451. 

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi Chris,

We opened Genesys support case # 0003263086 via our service provider TTEC Digital. I believe you will find conversation IDs and console / network logs associated with the case. We are on Cloud and all our agents use the desktop app (for screen recording functionality) and are configured for auto-answer. The issue is present with users across multiple environments, including in-office, work from home, and with our third-party vendor working from another state. Based on dynamic view reporting, the issue seems to be impacting anywhere between 20% - 40% of agents daily. We have rebuilt WebRTCs and user profiles with no improvement.

Something we have noticed is that sometimes the desktop app begins to lag in the lead up to the "Not Responding" message. That is, when a call comes in it takes a few seconds longer than normal for the client to connect to the ACD. Within the next few calls, the lag time builds up to the point that the connection attempt exceeds the timeout (we are set to the default 12 seconds) at which point the client shows the "Not Responding" message. There have been cases where the console is capturing logs and once the "Not Responding" occurs the console window is completely white and non responsive. This lag occurrs across an array of client hardware specs and network environments. We have reproduced the issue running Genesys in the browser as well.

We are in the process of trying to capture more console logs and are working to setup PerfMon on a couple of our repeat offenders' PCs.

Thank you for giving this issue your attention!

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Thanks for the details, Brady...this one is going to be WAY over my head - but I'm at least happy to check in with Care to see where they stand.  Hopefully we can get this resolved for you soon.

Hi Chris,

We opened Genesys support case # 0003263086 via our service provider TTEC Digital. I believe you will find conversation IDs and console / network logs associated with the case. We are on Cloud and all our agents use the desktop app (for screen recording functionality) and are configured for auto-answer. The issue is present with users across multiple environments, including in-office, work from home, and with our third-party vendor working from another state. Based on dynamic view reporting, the issue seems to be impacting anywhere between 20% - 40% of agents daily. We have rebuilt WebRTCs and user profiles with no improvement.

Something we have noticed is that sometimes the desktop app begins to lag in the lead up to the "Not Responding" message. That is, when a call comes in it takes a few seconds longer than normal for the client to connect to the ACD. Within the next few calls, the lag time builds up to the point that the connection attempt exceeds the timeout (we are set to the default 12 seconds) at which point the client shows the "Not Responding" message. There have been cases where the console is capturing logs and once the "Not Responding" occurs the console window is completely white and non responsive. This lag occurrs across an array of client hardware specs and network environments. We have reproduced the issue running Genesys in the browser as well.

We are in the process of trying to capture more console logs and are working to setup PerfMon on a couple of our repeat offenders' PCs.

Thank you for giving this issue your attention!

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi Chris,

We opened Genesys support case # 0003263086 via our service provider TTEC Digital. I believe you will find conversation IDs and console / network logs associated with the case. We are on Cloud and all our agents use the desktop app (for screen recording functionality) and are configured for auto-answer. The issue is present with users across multiple environments, including in-office, work from home, and with our third-party vendor working from another state. Based on dynamic view reporting, the issue seems to be impacting anywhere between 20% - 40% of agents daily. We have rebuilt WebRTCs and user profiles with no improvement.

Something we have noticed is that sometimes the desktop app begins to lag in the lead up to the "Not Responding" message. That is, when a call comes in it takes a few seconds longer than normal for the client to connect to the ACD. Within the next few calls, the lag time builds up to the point that the connection attempt exceeds the timeout (we are set to the default 12 seconds) at which point the client shows the "Not Responding" message. There have been cases where the console is capturing logs and once the "Not Responding" occurs the console window is completely white and non responsive. This lag occurrs across an array of client hardware specs and network environments. We have reproduced the issue running Genesys in the browser as well.

We are in the process of trying to capture more console logs and are working to setup PerfMon on a couple of our repeat offenders' PCs.

Thank you for giving this issue your attention!

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi Chris,

We opened Genesys support case # 0003263086 via our service provider TTEC Digital. I believe you will find conversation IDs and console / network logs associated with the case. We are on Cloud and all our agents use the desktop app (for screen recording functionality) and are configured for auto-answer. The issue is present with users across multiple environments, including in-office, work from home, and with our third-party vendor working from another state. Based on dynamic view reporting, the issue seems to be impacting anywhere between 20% - 40% of agents daily. We have rebuilt WebRTCs and user profiles with no improvement.

Something we have noticed is that sometimes the desktop app begins to lag in the lead up to the "Not Responding" message. That is, when a call comes in it takes a few seconds longer than normal for the client to connect to the ACD. Within the next few calls, the lag time builds up to the point that the connection attempt exceeds the timeout (we are set to the default 12 seconds) at which point the client shows the "Not Responding" message. There have been cases where the console is capturing logs and once the "Not Responding" occurs the console window is completely white and non responsive. This lag occurrs across an array of client hardware specs and network environments. We have reproduced the issue running Genesys in the browser as well.

We are in the process of trying to capture more console logs and are working to setup PerfMon on a couple of our repeat offenders' PCs.

Thank you for giving this issue your attention!

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

Hi everyone - this certainly sounds like a frustrating issue so I'll see if i can do a bit of research to help diagnose the cause.  Could I ask you all to share any support case numbers you have on this?

If you are willing to share conversationIDs, that would be helpful as well.  (I'd need the region and conversationID).  If you are more comfortable emailing me that data directly, feel free.  (chris.bohlin@genesys.com).

Thank you,
Chris

We too are experiencing this issue across mutliple environments, but so far there has been no admission from Genesys that an issue exists on their end. I forwarded a link to this thread to the Genesys engineer so we will see what comes of it.

Have you found any work arounds to prevent agents from going into Not Responding status? Restarting the app or rebooting the PC seems to help for a short time, but the symptoms inevitably pop up again.

We are seeing a similar issue, but with a bit of variance.  We are an auto answer as well, we had an agent who forgot to go off queue and went to lunch without locking their computer while WFH.  The agent had multiple calls route to her during the lunch hour, not once did the agent get put in not responding. The call would end when the member would hang up the call after getting nothing but silence, since the agent only has 3 seconds of ACW before automatically getting put back on queue this happened the entire lunch hour. Does the fact the agent was not scheduled to be on queue have anything to do with this?  I attempted to test this theory today by having the agent mute her headset and lock her screen while on queue but the system never put her in not responding.   I do see that she has been in not responding at least once in March so wondering what is causing the inconsistency. 

They would no go into not responding as they have answered the call with auto answer

My experience of not responding when working from home is poor internet connection at the point Genesys is trying to connect to the WebRTC.  I have found that persistent connection really helps

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 03-29-2024 15:00
From: Pablo Flores
Subject: Agents switching to Not Responding

We are seeing a similar issue, but with a bit of variance.  We are an auto answer as well, we had an agent who forgot to go off queue and went to lunch without locking their computer while WFH.  The agent had multiple calls route to her during the lunch hour, not once did the agent get put in not responding. The call would end when the member would hang up the call after getting nothing but silence, since the agent only has 3 seconds of ACW before automatically getting put back on queue this happened the entire lunch hour. Does the fact the agent was not scheduled to be on queue have anything to do with this?  I attempted to test this theory today by having the agent mute her headset and lock her screen while on queue but the system never put her in not responding.   I do see that she has been in not responding at least once in March so wondering what is causing the inconsistency. 

------------------------------
Pablo Flores
Sr WFM Manager
Security Service Federal Credit Union

Original Message:
Sent: 05-04-2022 23:57
From: Jeff Gaedke
Subject: Agents switching to Not Responding

We are on a fully hosted Genesys Cloud. No local Edges. All hosted by Genesys. We have seen a significant increase in agents changing to "Not Responding" despite the fact that they are on auto-answer. All agents are using WebRTC. We have a case open. But, thought I'd give the heads-up here in case anyone else is having issues.

In looking at one of the agents, her Chrome page starts blocking her microphone between calls. We change the Chrome setting to unblock the Mic and she started working for a while. Later, it stopped routing calls to her, but her mic was not blocked.

At one point today, we had 7 agents with Auto-answer that went into Not Responding status. In talking to them, they said this problem started on Monday.
#Routing(ACD/IVR)

------------------------------
Jeff Gaedke
Goldman Sachs
------------------------------