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  • 1.  Agent keeps going Offline

    Posted 05-29-2025 09:34
    No replies, thread closed.

    Hello,

    I have a single agent who is being set to offline repeatedly throughout the day.  While working in another browser window she will discover that at some point she was set to offline per her status.  This happens regularly throughout the day for her and we have had no other reports of this happening to anyone in our org.  Our IT department can not find anything wrong with her laptop and she is not being disconnect from any other applications.  Looking for any advice in what else to look for or try.


    #Unsure/Other

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    Michael Coughlan
    Technical Administrator
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  • 2.  RE: Agent keeps going Offline

    Posted 05-29-2025 09:56
    No replies, thread closed.

    Does the browser have an energy save mode turned on? that may be putting her other browser tabs to sleep when shes working in a different tab. Does it happen when shes using other browsers such as edge or chrome? or does it happen in any browser she uses?



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    dawn weston
    system administrator
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  • 3.  RE: Agent keeps going Offline

    Posted 05-29-2025 10:15
    No replies, thread closed.

    Currently only testing it in Chrome but we can certainly test it in Edge and see if it followers her to that browser.  If it doesn't I'll have her double check the energy saver in Chromes Setting.  Thank you Dawn.



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    Michael Coughlan
    Technical Administrator
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    Original Message


  • 4.  RE: Agent keeps going Offline
    Best Answer

    Posted 05-29-2025 10:09
    No replies, thread closed.

    As @dawn weston mentioned - I have seen before that if your company uses something such as a Chrome extension that suspends Google Chrome tabs when not in use, in an attempt to free up some of the excessively heavy memory usage from the browser, this may cause a disconnect between the agent and Genesys, therefore knocking them into "Offline"



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    Dale Wylie
    GCX-GCP
    Unified Communications Engineer
    Holcim UK (formally Aggregate Industries UK)
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  • 5.  RE: Agent keeps going Offline

    Posted 05-29-2025 10:16
    No replies, thread closed.

    It wouldn't surprise me if we had that active, though I would think we would be getting more calls on this if it was a global setting in our policies.  But I will check on that.  Thank you Dale



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    Michael Coughlan
    Technical Administrator
    ------------------------------

    Original Message


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