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Agent still getting queued calls after going off queue

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  • 1.  Agent still getting queued calls after going off queue

    Posted 09-20-2018 10:46
    No replies, thread closed.
    some of my agents go off queue, finish up a call, then still get assigned a new call sometimes...Does this happen to anyone else ?

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    Ramsey Miller
    Associated Credit Union of Texas
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  • 2.  RE: Agent still getting queued calls after going off queue

    Posted 09-20-2018 14:14
    No replies, thread closed.
    Hello  Ramsey, 

    This could be a number of things, may I ask if this is an inbound queue or an outbound queue? and whether the agents are part of multiple queues? 

    Thank you!

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
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    Original Message


  • 3.  RE: Agent still getting queued calls after going off queue

    Posted 09-20-2018 16:33
    No replies, thread closed.
    inbound queue...  they are part of 1 other queue but it's and email/chat queue only

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    Ramsey Miller
    Associated Credit Union of Texas
    ------------------------------

    Original Message


  • 4.  RE: Agent still getting queued calls after going off queue

    Posted 09-21-2018 08:33
    No replies, thread closed.
    Hello Ramsey,

    Thank you for updating us. 

    I would like to confirm that this is an actual call that the agent has received then went off queue status but got another one and not going off queue from a callback that the agent has made, can you confirm this? 

    Thank you once again!

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Agent still getting queued calls after going off queue

    Posted 09-21-2018 11:06
    No replies, thread closed.
    Can you restate that please, I don't quite follow

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    Ramsey Miller
    Associated Credit Union of Texas
    ------------------------------

    Original Message


  • 6.  RE: Agent still getting queued calls after going off queue

    Posted 09-21-2018 13:00
    No replies, thread closed.
    Hi Ramsey, 

    I would like to know the situation where the agent received a call even when the status was set to off queue. Did this happen during an inbound call or a callback was made by the agent? 

    Thank you! 


    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Agent still getting queued calls after going off queue

    Posted 09-21-2018 14:45
    No replies, thread closed.
    Oh sorry, yes it was just a regular inbound queue call

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    Ramsey Miller
    Associated Credit Union of Texas
    ------------------------------

    Original Message


  • 8.  RE: Agent still getting queued calls after going off queue

    Posted 09-22-2018 03:57
    Edited by RC Cantiller 09-22-2018 03:58
    No replies, thread closed.
    Hello Ramsey, 

    Thank you for confirming the scenario for this incident. We will need to further review this and have our experts and engineers work closely in identifying the cause of the issue as there might be configuration trouble here. What I would like to recommend is to open a customer care ticket and provide them with call samples where the agents received calls despite going on "off queue" statuses. When providing the samples, use calls that were impacted from the last 24-48 hours so our experts and engineers can look at the trail and pinpoint the cause of the issue. Also, if you can provide with a screenshot of the incident, it would be helpful for our customer care team to work on it in a timely fashion.

    The link to our customer care portal is Genesys | My Support

    Hope this helps!

    Thank you once again!

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Agent still getting queued calls after going off queue

    Posted 04-14-2019 04:10
    No replies, thread closed.
    Did we find the fix for this?

    Regards,
    Deep
    Voice Engineer

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    Deep Katiyar
    Uber
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    Original Message


  • 10.  RE: Agent still getting queued calls after going off queue

    Posted 04-29-2019 22:28
    No replies, thread closed.
    Have had similar reports of this occurring to agents today. Have witnessed an agent go off queue into available and another call reached them even when they changed their status. Also noticed calls queuing and not terminating after agent is wrapping up the call.

    This is occurring on both Inbound and Outbound queues, i wonder if there is an analytics issue at the moment. Notice the console logs throwing errors a various request timeouts.

    Will raise with support


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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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    Original Message


  • 11.  RE: Agent still getting queued calls after going off queue

    Posted 04-30-2019 08:38
    No replies, thread closed.
    There was an issue with Conversation details on 4/29 in the Ireland data center. I received the text notifications as it progressed from discovery through resolution. I don't think there was anything else on Apr 29 your rime. 

    What was the UTC date/time you had problems?

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


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