Workforce Engagement Management

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  • 1.  Agent Status changes when locking computers

    Posted 02-01-2024 13:40

    Good afternoon, 

    I'm having some concerns around status changes when a user locks their computer. Those assigned in their agent roles will go into break or meal status but when they lock their computer our pure insights will show them as away instead of the status they chose. This isn't always the case when someone with Admin rights does the same action. They remain in the chosen status. 

    The resource centre doesn't seem to have anything that clarifies whether this is a setting or a malfunction. Furthermore it only appears to be happening in one of our two Genesys organizations. 

    TYIA for your help. 


    Melanie Williams
    Camis Inc

  • 2.  RE: Agent Status changes when locking computers

    Posted 02-01-2024 13:56

    This behavior is expected when using the desktop app instead of the web version of Genesys. There is a small note about it on the description of the Away status on this page:

    It can really mess with WFM, so we stopped using the desktop app. In the web app if a computer goes to sleep it will usually break the network connection and set the user to Offline, so we also set our machine sleep policy to 90 minutes so that people can stay in Meal status for the full hour.

    Brad Murlin
    Zillow, Inc.

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