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  • 1.  Agents Are Receiving Calls While On Break

    Posted 10-07-2024 10:02
    No replies, thread closed.

    I am having an issue in Genesys Cloud today where Agents are receiving calls when using the Break Activity Code. They are in the Break status on their side and it appears on their schedules. However, they are still receiving calls. Is there any reason why this would happen? The Activity Code is set up with the category of Break and it is not interruptible.


    #Unsure/Other

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    John Gilligan
    Bethlehem Shared Services LLC.
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  • 2.  RE: Agents Are Receiving Calls While On Break

    Posted 10-07-2024 11:50
    No replies, thread closed.

    Hello John,

    That certainly does sound odd. Is it any subset of agents who are still receiving calls while on break? Have you checked to see if they are showing up as on Break during those times on their status report?



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Agents Are Receiving Calls While On Break
    Best Answer

    Posted 10-07-2024 13:42
    No replies, thread closed.

    Hello John,

    I was looking into this a bit more and it looks like our internal teams caught this issue. From what I was seeing, at 1:20PM ET, we are not seeing that this issue is happening any further with the platform. Agents should no longer be experiencing this issue, but please let me know they are still being routed calls while on Break.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


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