Hi Steve,
In most cases we've seen, the root cause is an abrupt or unstable network drop (Wi‑Fi, ISP, VPN, power fluctuation) rather than a Genesys configuration issue. When the disconnect isn't clean, Genesys may not immediately register the agent as offline.
You're right that Genesys supports presence restoration on reconnection, but there's no immediate mechanism to force an offline state when an agent suddenly drops from the network. That's why many teams rely on operational workarounds (supervisor intervention or automation) to manage presence during known network issues.
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Cesar Padilla
INDRA COLOMBIA
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Original Message:
Sent: 04-07-2026 08:51
From: Steven Alix
Subject: Agent appears in queue and available despite being disconnected from the network
Do you know why these agents are having network issues. I understand the nature of the question is what to do when an agent is network interrupted but is there a cause for the disconnect? Genesys has settings for restoring status upon reconnection, but I do not believe they have anything for falling off the network.
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Steve Alix
EDCi
Original Message:
Sent: 04-06-2026 09:45
From: Sasha Mujanovich
Subject: Agent appears in queue and available despite being disconnected from the network
Hi Maico, we have similar issues with connections dropping. We change the agents presents on their behalf to "Away" until they reconnect, so a new interaction doesn't sneak through.
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Sasha Mujanovich
Analyst
Original Message:
Sent: 04-03-2026 11:38
From: Maico Zorzan
Subject: Agent appears in queue and available despite being disconnected from the network
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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