Genesys Cloud - Main

Hi all,

We have two queries:

1. While the agent is in the call with customers, the status is automatically turned to Off Queue. Can anyone please let us know why this happens and steps to resolve this issue.

2. While the agent is keeping the status as break and locking the system and going for a break, and after returning when the agent unlocks the system the status is automatically going to available without manually changing the status from break to available. Is this the expected behavior? if not can anyone let us know how to resolve this?

#Implementation
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

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Naga Praneeth Mandali
SERVION T GLOBAL SOLUTIONS LIMITED
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We have an agent with the same issue, they've selected Training and it's changing them to Available.  It's happened a couple of times now over the past week. 

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Robert Niblock
APM
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Hey Naga,

For question1, I have seen this behavior before when the user has multiple concurrent logins but if you can confirm this isn't the case, I would try and capture network and console logs from an affected user (easier said than done when its a intermittent behavior) when this happens and raise a case with customer support.  

For question 2, there are a couple of reasons this can happen.  When the client/browser loses connection to the internet, by default, if its longer than 60 seconds before it reconnects it sets status to available, this is due to if the user was in an on-queue status and lost connection, you probably wouldn't want them to receive a call as soon as the internet re-connected as they may not be ready for it.  If the user is locking their system, this could be caused by the system or browser sleep settings causing a disconnect.  You can either adjust these or you can change the default restore previous presence setting for the whole org.

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Samuel Jillard
Online Community Manager/Moderator
Genesys - Employees
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For number 2, when someone locks their computer, the browser goes to sleep. If using Microsoft Edge, there is a setting under system & performance where they can add the genesys site address under "never put these sites to sleep." For us, best practice is if they are going to walk away from their desk is to change their status to away and go back on queue once they are back.

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Tracie Wood
DuPont
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We see this all the time and we were advised that it was the sleep timer in the computer and it can be reset if your company allows.   Some companies do not allow you to manipulate that because they are monitoring for inactivity.

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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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Original Message:
Sent: 07-18-2024 10:06
From: Tracie Wood
Subject: Agent status is going to Off Queue automatically when he is on the call.

For number 2, when someone locks their computer, the browser goes to sleep. If using Microsoft Edge, there is a setting under system & performance where they can add the genesys site address under "never put these sites to sleep." For us, best practice is if they are going to walk away from their desk is to change their status to away and go back on queue once they are back.

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Tracie Wood
DuPont
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