Hello!
One of my customers had the following situation. 5 out of 6 agents had connection issues. We can see that interactions were disconnected and routed to the 1 available agent who did not have problems with their connection. However, all of the agents showed on the dashboard as on-queue and idle. This lasted for about 45 minutes. All interactions were routed to the 1 agent who did not have connection problems. The other 5 were in idle and on-queue statuses. They didn't even know that something had happened with their connection.
What causes the status synchronization failure between the Genesys supervisor interface and the Edge server? Why would agents show as "Idle/on-queue" in one system but not be visible to the Edge server for routing?
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Ekaterina Romanova
Technical Account Manager
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