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Agent appears in queue and available despite being disconnected from the network

  • 1.  Agent appears in queue and available despite being disconnected from the network

    Posted 4 hours ago

    What might be happening if, during a network drop, the agent remains showing as available in the queue (and never goes offline), even though they are disconnected and outside the ACW period?


    #RealTimeMonitoring

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    Maico Zorzan
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  • 2.  RE: Agent appears in queue and available despite being disconnected from the network

    Posted 4 hours ago

    Hi Maico,

    I came across this thread which may help:

    Agent status in case of power failure or internet outage

    https://community.genesys.com/discussion/agent-status-in-case-of-power-failure-or-internet-outage

    We have not personally experienced this in our environment, but hopefully someone who has seen this behaviour firsthand can add more detail.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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