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  • 1.  agent status in case of power failure or internet outage

    Posted 04-25-2023 05:12
    No replies, thread closed.

    Hi Community,

    what is the agent status as seen by supervisor when there is a sudden power outage or internet cut at agent side .
    Basis my lab tests , i can see that the last known state of agent is reflected to the supervisor on agent status dashboard.

    is this an expected behaviour? Or are there any settings that can be leveraged to show an agent in offline state whenever agent is suddenly unavialble due to outages ?

    Regards
    Garima 


    #Reporting/Analytics

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    garima balodi
    Tata Communications Limited
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  • 2.  RE: agent status in case of power failure or internet outage

    Posted 04-26-2023 08:39
    No replies, thread closed.

    Do you use Workforce Management ?   If I am understanding the question AND you are using WFM/WEM, you will see the agent out of adherence on your RTA screen, not sure if that helps, but as a Supervisor, it is easy not to see these things, especially with a large call center.   RTA will show them out of adherence.  You can also set up RTA to reflect Out of Adherence and Severly Out of Adherence based on how you set it up.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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  • 3.  RE: agent status in case of power failure or internet outage

    Posted 04-28-2023 23:12
    Edited by Maxim Tsvetov 04-28-2023 23:13
    No replies, thread closed.
    Hi Garima,
     
    In case of power outage/internet disconnect  within 1 minute agent status changes to Offline. 
     
    What happens after internet connection is restored depends on your configuration settings:

     1) By default, the users who reconnect to Genesys Cloud within 1 minute after power outage/internet disconnect automatically return to their most recent presence state. If agent reconnects after 1 minute their presence is set to Available (Off Queue)
     
     2) Quite recently we introduced new feature that allows to increase this duration from 1 minute to up to 1440 minutes.
        You can also specify if you want to restore only presence or presence and On Queue status. This is a global configuration.

        You can find more information about it in our Resource Center:



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    Maxim Tsvetov
    Principal PS Consultant
    Genesys
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