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  • 1.  Agent reporting

    Posted 3 days ago

    Hi All

    We've been using Genesys Cloud for nearly 3 years.

    When our agents come back from break/lunch, we ask that they put themselves into a different status before going back on queue, as often if they disconnect from the network it puts them into the last activity code which then adds time to their breaks/lunches and causes inconsistencies.

    We recognise that this is an additional step for our agents and would like to remove this if possible. Have other companies experienced this and what are your work arounds?

    Thanks

    Shauna


    #Reporting/Analytics

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  • 2.  RE: Agent reporting
    Best Answer

    Posted 3 days ago

    Hi Shauna,

    This could be related to Restore previous presence for agents who disconnect and then reconnect to Genesys Cloud which can be tweaked to set them to available after a timeout.

    Its probably caused by the computer going into sleep mode which then disconnects the network connection.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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