Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Hello Jason,

I'm not sure that the prompt for inactivity would set an agent as "Not Responding". Typically when we see that alert it's because our system has tried to reach out to the agent's station with a call alert and we did not receive a response back from them. This could be due to tabs being put to sleep due to browser/OS settings, network issues with the alert not being received or the response being sent from the agent's station, or even agents not clicking Answer on the interaction, just to name a few. 

If this is happening often enough, you could gather some console logs from the agent to see if they are receiving any inactivity messages before being marked as "Not Responding".

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Thanks it looks like is with the genesys cloud application as opposed to a browser when it happens.

Hello Jason,

I'm not sure that the prompt for inactivity would set an agent as "Not Responding". Typically when we see that alert it's because our system has tried to reach out to the agent's station with a call alert and we did not receive a response back from them. This could be due to tabs being put to sleep due to browser/OS settings, network issues with the alert not being received or the response being sent from the agent's station, or even agents not clicking Answer on the interaction, just to name a few. 

If this is happening often enough, you could gather some console logs from the agent to see if they are receiving any inactivity messages before being marked as "Not Responding".

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Do you use Global Protect or another VPN? I have my agents start a fresh session when they run into this issue. 

Thanks it looks like is with the genesys cloud application as opposed to a browser when it happens.

Hello Jason,

I'm not sure that the prompt for inactivity would set an agent as "Not Responding". Typically when we see that alert it's because our system has tried to reach out to the agent's station with a call alert and we did not receive a response back from them. This could be due to tabs being put to sleep due to browser/OS settings, network issues with the alert not being received or the response being sent from the agent's station, or even agents not clicking Answer on the interaction, just to name a few. 

If this is happening often enough, you could gather some console logs from the agent to see if they are receiving any inactivity messages before being marked as "Not Responding".

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Do you use Global Protect or another VPN? I have my agents start a fresh session when they run into this issue. 

Thanks it looks like is with the genesys cloud application as opposed to a browser when it happens.

Hello Jason,

I'm not sure that the prompt for inactivity would set an agent as "Not Responding". Typically when we see that alert it's because our system has tried to reach out to the agent's station with a call alert and we did not receive a response back from them. This could be due to tabs being put to sleep due to browser/OS settings, network issues with the alert not being received or the response being sent from the agent's station, or even agents not clicking Answer on the interaction, just to name a few. 

If this is happening often enough, you could gather some console logs from the agent to see if they are receiving any inactivity messages before being marked as "Not Responding".

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Confirmed they are using global protect. Did you ever find out why refreshing the vpn helps with the issue? 

Do you use Global Protect or another VPN? I have my agents start a fresh session when they run into this issue. 

Thanks it looks like is with the genesys cloud application as opposed to a browser when it happens.

Hello Jason,

I'm not sure that the prompt for inactivity would set an agent as "Not Responding". Typically when we see that alert it's because our system has tried to reach out to the agent's station with a call alert and we did not receive a response back from them. This could be due to tabs being put to sleep due to browser/OS settings, network issues with the alert not being received or the response being sent from the agent's station, or even agents not clicking Answer on the interaction, just to name a few. 

If this is happening often enough, you could gather some console logs from the agent to see if they are receiving any inactivity messages before being marked as "Not Responding".

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Hello Jason,

I'm not sure that the prompt for inactivity would set an agent as "Not Responding". Typically when we see that alert it's because our system has tried to reach out to the agent's station with a call alert and we did not receive a response back from them. This could be due to tabs being put to sleep due to browser/OS settings, network issues with the alert not being received or the response being sent from the agent's station, or even agents not clicking Answer on the interaction, just to name a few. 

If this is happening often enough, you could gather some console logs from the agent to see if they are receiving any inactivity messages before being marked as "Not Responding".

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.

Agent reports that they get a notification that they have not been answering calls despite not getting no calls during that time. There Status reports shows them going to "Not Responding" for 4 seconds but they don't show getting any calls during that time. I read somewhere Genesys may prompt user for this if they are inactive or don't answer calls for a period of time. Something related to the SLA as well. Not sure if anybody can confirm this if user do get prompted a notification if they don't answer or are inactive for a period time despite not receiving any alerts for calls.