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  • 1.  Agent not going into Not Responding routing status after call alert timed out

    Posted 08-02-2024 16:08
    No replies, thread closed.

    We have two agents have this problem. Other agents logged on the same test queue currently do not have the issue. For those two agents, if they don't answer the incoming test call and letting call alert time out, they are not automatically going into Not Responding status and the call will be routed back queue and in turn rerouted to the agent again (and again). So all other agents in the same test queue unable to answer the test call.


    #Routing(ACD/IVR)

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    John Chan
    Flight Centre
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  • 2.  RE: Agent not going into Not Responding routing status after call alert timed out
    Best Answer

    Posted 08-05-2024 10:57
    No replies, thread closed.

    This is an interesting behavior, my best recommendation at this point would be to open a Case with a Care engineer for on the routing team. This sounds like a bug and they will need to do more technical investigation then what we can do in a public forum. Please provide them with an interaction id showing this behavior and the name of the two agents and they will be able to help you out. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Agent not going into Not Responding routing status after call alert timed out

    Posted 08-06-2024 09:29
    No replies, thread closed.

    Thanks Cameron for the advice. We have now opened a ticket with Genesys and it looks like that this is an intermittent bug that showing up Globally on the Genesys Cloud platform issue.



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    John Chan
    Flight Centre
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    Original Message


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