Genesys Cloud - Main

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.

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, 

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.