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  • 1.  Agents being forced off-queue and Offline

    Posted 09-30-2018 20:02
    No replies, thread closed.
    I have several agents report that intermittently to daily they experience an issue where the Web UI forces them off-queue and moves there status to offline. They don't receive any notifications they notice it when they stop receiving calls or their managers alert them to the fact they are offline.

    I have raised with support to investigate, but wanted to know if anyone else has experienced the same or received reports?


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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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  • 2.  RE: Agents being forced off-queue and Offline

    Posted 09-30-2018 21:24
    No replies, thread closed.
    We have had many orgs experience this lately, last week or two. We have cases opened as well.

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    Angelia Harper
    Avtex
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    Original Message


  • 3.  RE: Agents being forced off-queue and Offline

    Posted 03-07-2019 09:48
    Edited by Melissa Callender 03-07-2019 09:48
    No replies, thread closed.
    Hello,

    We just had an agent report this.  What was Genesys' response? 

    Sorry I should add that we are using the desktop application.

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    Melissa Callender
    Ontario Teacher's Pension Plan
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    Original Message


  • 4.  RE: Agents being forced off-queue and Offline

    Posted 03-07-2019 11:02
    No replies, thread closed.
    Yes, we have few orgs that experienced this too and it is getting worse recently (whether they are on softphones or hardphones).
    There is no reasons agents failed to pickup the call as  they are all on auto-answer mode. I wonder what is the issue, so far Support is totally clueless and making us look stupid with such complaints.

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    Meng Yong
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    Original Message


  • 5.  RE: Agents being forced off-queue and Offline

    Posted 02-04-2022 11:49
    No replies, thread closed.
    Was this issue every resolved? We recently had to have our IT department enact a global policy that kept the agent's network adapters from going into sleep or power save mode for something similar.

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    Eric Allen
    Vervent, Inc.
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    Original Message


  • 6.  RE: Agents being forced off-queue and Offline

    Posted 04-06-2022 16:09
    No replies, thread closed.
    Hello, was there even a resolution or explanation to this issue?   This Agent is going to lunch for about 15 minutes, then being forced into offline.   I am wondering if this should be happening and also would like to know how that time is calculated.  i.e. On Queue, Meal, etc.

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    Judy Jimenez
    CURE Auto Insurance
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    Original Message


  • 7.  RE: Agents being forced off-queue and Offline

    Posted 04-06-2022 16:28
    No replies, thread closed.
    Judy,

     I just filed a ticket internally with my IT department because an agent was reporting that when they came back from lunch their status was set to offline. I am having them review the agent's console network adapter settings.

    I will keep you posted on their findings.

    Thank you

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    Eric Allen
    Vervent, Inc.
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    Original Message


  • 8.  RE: Agents being forced off-queue and Offline

    Posted 04-16-2025 08:33
    No replies, thread closed.

    @Eric Allen,

    Were you able to resolve this issue? Could you share the actions taken?

    We are facing a similar problem reported by agents and have raised a support case. While support has indicated the issue lies with the user network, there is no concrete evidence to support this, making it difficult to convince the customer.

    Your insights would be really helpful.



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    Foram Parikh
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    Original Message


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