I believe it will delete any cache that is stored that needs to be overwritten due to system updates, etc. It works for us most of the time. Agents don't really like to do it, but it is necessary.
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Tracie Wood
DuPont
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Original Message:
Sent: 07-17-2024 14:10
From: Jason Tran
Subject: Agent gets notification that they are "not been answering calls and either to go off queue or stay on" despite not getting any calls during that time.
Confirmed they are using global protect. Did you ever find out why refreshing the vpn helps with the issue?
Original Message:
Sent: 07-17-2024 12:39
From: Tracie Wood
Subject: Agent gets notification that they are "not been answering calls and either to go off queue or stay on" despite not getting any calls during that time.
Do you use Global Protect or another VPN? I have my agents start a fresh session when they run into this issue.
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Tracie Wood
DuPont
Original Message:
Sent: 07-17-2024 11:32
From: Jason Tran
Subject: Agent gets notification that they are "not been answering calls and either to go off queue or stay on" despite not getting any calls during that time.
Thanks it looks like is with the genesys cloud application as opposed to a browser when it happens.
Original Message:
Sent: 07-16-2024 16:57
From: Jason Kleitz
Subject: Agent gets notification that they are "not been answering calls and either to go off queue or stay on" despite not getting any calls during that time.
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".
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Jason Kleitz
Genesys - Employees
Original Message:
Sent: 07-16-2024 10:43
From: Jason Tran
Subject: Agent gets notification that they are "not been answering calls and either to go off queue or stay on" despite not getting any calls during that time.
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.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other