Brian, thank you again for the detailed and thoughtful reply. Great point about George's reply being 10 days old. That does also really drive home the importance of having a customer-only portal where all known issues are posted/tracked. If we had that then you guys could have updated the topic between now and 10 days ago and my incorrect assumptions wouldn't have been possible. You guys do such a great and transparent job on the public "incidents", why do issues like this have to be that much different? For example, today I received 4 very prompt emails about "error rates in EMEA in Dublin and Frankfort" with a fulfilled promise to update again in 15 minutes,etc ... THAT is good communication that had zero relevance for me but it proves it's possible. You don't have to put them all on your website, I'm sure all of your customers would sign an NDA about problem reports if that will help.
Here is a model that I would support... What if each org had an assigned Genesys employee with qualifications equal to or least close to your qualifications that all problems could go through. This employee would be EMPOWERED and could get stuff done, get/give answers, and be qualified enough to quickly be able to tell if it was a simple misconfiguration, inaccurate report, etc. This employee would also be able to communicate internally to your dev teams in a much more qualified manner than the customers ever could. This is type of model I thought we would have when we initially were looking at PureCloud when I had a very knowledgeable salesman (Patrick McMillan) who could communicate with folks inside of Genesys to get answers. I also had a very qualified technical account representative (Terrance Felton) who could answer all of my questions and was a valuable resource. Is this model as profitable ? No ...Is it a better model though and one that will prevent these communications issues ? I think so.
I'm ready to sign the invoice to pay for this improvement.The attempts with the "customer success manager" and the "care and support" overseas teams are simply
not working.Brian, I am happy to assist and provide feedback that I sincerely hope is valued. I pride myself in IT solution selection and vendor relationships and I would love to be a part of Genesys and Purecloud success in any way possible. My feedback is 100% with the intention of improving your organization and product (and then of course consequently mine!). Thanks again!
Side note, are you from Louisiana ? (Dupuis)
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Ramsey
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Original Message:
Sent: 10-04-2018 17:20
From: Brian Dupuis
Subject: Agents randomly going "not responding" during a call while on queue ?
To be fair to George, he recommended those steps 10 days ago. The Care and Support orgs are triaging potential problems that feed into development where we can then identify patterns that correspond to legitimate issues that we then try to troubleshoot and then address. So at the time he recommended those steps we had less information than we do now. Please also consider the sheer volume of input, often at odds or inaccurate, that we wade through that might not turn into actual issues but rather misconfigurations or misunderstandings. In this very thread "everyone has the same issue" turned out to be technically three different if related things, so accurately identifying which symptom corresponds with a "known issue" or a seeming issue rather than another existing issue is non-trivial. We're all doing our best to disambiguate. So we're not leading you down seemingly blind alleys because we don't care or don't believe you about the issue, we're trying to rule out other mitigating factors.
We are indeed trying to improve our communication with customers about these and have and will include timeframes when we have them available. I understand for instance that we're targeting an improvement for the multiple ACD calls in the following weeks. I have no additional information on the other two issues identified aside from they are in active troubleshooting and we have at least an initial understanding of the causes and potential ways to address.
Thanks again all for the assistance in helping us find and address these things. Trust me, we just want the product to fulfill your needs, too.
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Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
Original Message:
Sent: 10-04-2018 10:33
From: Matthew Calton
Subject: Agents randomly going "not responding" during a call while on queue ?
The App and browsers need frequent refreshing F5 clears these as a general rule - sorry for the late response to this thread not been active previously. Once you get a handle on this life becomes a little less stressful. Not Ideal. Also - I would urge Brian to define quickly - Hours, Days, Weeks or months. I would prefer a timescale rather than generic muting.
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Matthew Calton
Grove & Dean Ltd
Original Message:
Sent: 10-04-2018 10:15
From: Ramsey Miller
Subject: Agents randomly going "not responding" during a call while on queue ?
Also, if George isn't flying solo and these are not only known issues but 3 separate known issues, why is he completely unaware they are even issues ? (not trying to pick on you George! please forgive!) He suggested it was a customer communication problem above ? We even had a "Customer Success Operations Specialist" suggest I reference the resource center, which quite frankly, I find very condescending considering that any customer engaged enough to be interacting in the Genesys community surely knows how to utilize the resource center.... Doesn't help how many times I've been directed to the resource center in the past either ... I realize I'm piling on but I'm doing this intentionally to try to SAVE purecloud. You guys need to really be aware of how critical this customer support/communication problem is or the whole thing might go up in flames. I'm a stakeholder, THE internal purecloud champion in my organization, and I am a big fan of the product and I want it to succeed desperately. You guys need pause trying to get new customers and take care of the ones you have now. Please pass this on!
Sincerely thank you for communicating with me, it's what we need desperately!
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Ramsey
Original Message:
Sent: 10-04-2018 10:04
From: Ramsey Miller
Subject: Agents randomly going "not responding" during a call while on queue ?
Thanks for the reply Brian! Have you guys thought about providing a customer-only portal where customers can review all known issues ? Seems many of us are wasting our time and frustrating our internal stake holders by never having information. If I could simply say "yes, they are aware of the issue and are working to resolve", it would make my life so much easier.... Instead I have to open a pointless ticket with support.... respond to give them permission to access the org, respond to give them screenshots that probably don't apply, respond to give them console logs when that probably doesn't apply or they could probably get themselves, respond to give them a video example, etc... Only to not get a response at all even though it's probably a known issue the whole time ...It's all very frustrating and not a typical enterprise grade style of handling what are common situations in similar environments/solutions.
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Ramsey
Original Message:
Sent: 10-04-2018 09:16
From: Brian Dupuis
Subject: Agents randomly going "not responding" during a call while on queue ?
As we are all reporting the same issue
Just for clarity, support and development are all tracking the multiple issues being discussed in this thread, George isn't flying solo contrary to appearance. And these are actually separate issues that might feel like the same issue, but that's why it's a bit complicated to untangle them and funnel the right information to the right teams.
- Agent receiving an ACD call while already on an ACD call.
- Agent on queue and idle but being marked as not responding while not receiving any calls.
- Agent receives notification of a call but no buttons are presented to answer the call.
We're definitely aware of these and troubleshooting as quickly as we can. Thanks for the valuable insights into these issues.
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Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
Original Message:
Sent: 10-02-2018 20:05
From: Darryn Chang
Subject: Agents randomly going "not responding" during a call while on queue ?
@George Ganahl, @Marie Grace Del Santos, @Melissa Bailey - Can any of you have this escalated among the support care channels?
As we are all reporting the same issue with our organisations this would mean multiple tickets exist that possibly are using multiple case managers.
This seems to be a global issue considering the response from other customers on this thread?
Who from customer care @ Genesys is linking the dots between our cases?
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 10-02-2018 08:44
From: Angelia Harper
Subject: Agents randomly going "not responding" during a call while on queue ?
We are having the same issue with our orgs. We also have cases opened up for this.
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Angelia Harper
Avtex
Original Message:
Sent: 10-02-2018 03:32
From: Meng Yong Choo
Subject: Agents randomly going "not responding" during a call while on queue ?
Our agents are experiencing exactly the same issue. Calls were routed to them while they are already on an call. The system then set these agents to "Not responding". Guess this is the common issue, a PurCloud bug?
It started about 1 week ago to any agents at anytime.
PureCloud Support, or anyone has a workaround to stop this behaviour?
Thanks & Best Regards
MengYong
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MengYong Choo
Original Message:
Sent: 10-01-2018 03:56
From: Steven Deferme
Subject: Agents randomly going "not responding" during a call while on queue ?
Hello,
We have a somilar issue under investigation bu Genesys Customer Care. But so far no response.
In our case, the call is offered to the Agent, but the notification does not contain an Answer button, so the call cannot be answered. And after a while, the PureCloud sets the Agent off queue for Not Resonding.
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Steven Deferme
Quant ICT
Original Message:
Sent: 09-25-2018 21:14
From: Darryn Chang
Subject: Agents randomly going "not responding" during a call while on queue ?
Just took a call from one of our users with this same issue.
Will be raising with support
So its been 2 days since I re-opened a case about this issue which was raised 2 weeks ago with support. Still no updates.
Have been told it takes some time to download edge logs. Can anyone confirm what the time period for support to download Edge logs is?
Meanwhile I have 1 agent that intermittently has an early day when the trouble occurs as they are unable to complete their job due to this error.
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 09-24-2018 11:28
From: George Ganahl
Subject: Agents randomly going "not responding" during a call while on queue ?
There is also a possibility of data network communication error, where the agent's client was not communicating properly with PureCloud across the Internet. So, PureCloud may have sent a call via the telephony connection, but the cleint UI did not receive the alert via the Internet, and the call timed out and the system set the agent to Not Responding. It would probably take Customer Care digging through some logs to see if that is the case.
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George Ganahl
Principal Program Manager
Genesys
Original Message:
Sent: 09-21-2018 18:16
From: Kelly Wilson
Subject: Agents randomly going "not responding" during a call while on queue ?
I experienced this screen as well today. My scenario was agent was on queue and idle. Agent was activated for the queue the call was in. The call would never be sent to the agent. Agent was in this situation for more than an hour. The I received the You are currently "Not Responding". I clicked the Make eligible for interactions and the calls started routing for several hours.
Know the agent is back in this same state where calls will not route and we are patiently waiting for this You are currently "Not Responding" pop-up to take more calls.
My theory is that I was going to other parts of PureCloud, running reports, doing admin functions with this agent while there where on queue. It seems like some of those activities change that agents actual state. I cannot find any reference to this You are currently "Not Responding" scenario.
Tried the basics going on queue and off queue, logging out and back in. Agent is currently still stuck in this weird state.
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Kelly Wilson
Aria Solutions
Original Message:
Sent: 09-20-2018 10:42
From: Ramsey Miller
Subject: Agents randomly going "not responding" during a call while on queue ?
On queue, on an active call, then suddenly this pops ... anyone else experience this ?
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Ramsey Miller
Associated Credit Union of Texas
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