Hi Maico
One likely explanation for this behavior is related to how Genesys Cloud handles presence restoration after a disconnect.
By default (and depending on your org settings), if an agent experiences a network drop, Genesys does not immediately set them to offline. Instead, it can retain or restore their previous presence (including On Queue/Available) if they reconnect within a configured timeframe.
There are a couple of things to check here:
- Renovar presença na configuração de reconexão
- Período configurado para reconexão
- Alternar entre Renovar conexões na fila
If these are enabled, the platform may keep the agent effectively "available" from a routing perspective, especially in cases of intermittent connectivity where the session isn't fully terminated.
Short network drops (e.g., <60 seconds) can automatically return the agent to their previous state. ()
In some cases, what you're seeing might be a state sync/UI delay, where the backend and supervisor views are not fully aligned in real time.
Here's the official doc that explains this behavior in more detail:
https://help.mypurecloud.com/articles/restore-previous-presence-for-agents-who-disconnect-and-then-reconnect-to-genesys-cloud/
So in summary, this is often configuration-driven rather than a bug, but it's worth validating those presence recovery settings to make sure they align with your expected behavior.
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Original Message:
Sent: 04-03-2026 11:35
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?
#Uncategorized
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Maico Zorzan
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