Genesys Cloud - Main

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

One of my agents began reporting this same issue yesterday afternoon.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

One of my agents began reporting this same issue yesterday afternoon.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hey Shane,

I have seen this happen before and it typically happens when there is an issue with the traffic coming to or leaving Genesys Cloud. If you have made any recent changes to your network, I would recommend rolling them back. We recommend that all traffic related to Genesys Cloud be bypassed or whitelisted.

If you can post the case number that you have opened with Customer Care, I can help monitor the progress on my end as well.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

All,

We are still chasing this issue as well internally here. This is still very intermittent as mentioned before and we are not able to recreate on-demand. We continue to work with support/care and also internally. Internally we plan to gather more Zscaler logs, deploy AppNeta endpoint monitoring to further assist. 

Our users are working mostly from home and using Zscaler VPN. We are totally bypassing the VPN for media services such as RTP and STUN (our regions CIDR range for media services). We are not bypassing for 443 traffic due to the large number of AWS IP ranges that are in scope and our security team does not want to bypass. We do have SSL packet inspection turned off for our Genesys Cloud regions domain, but it seems at times, I see traffic hitting specific AWS IP's and not the regions domain and we suspect this traffic getting inspected may be leading to our issue. (just a hunch and may not be correct)

Long story short, the mystery continues and we continue to dig-in. If we are able to shed light using AppNeta or by setting up a mirrored port to try and determine what is happening, I'll share back w this thread.

Due to how infrequent it occurs, trying to get a console/network log from the agent is almost impossible. Sorry to report we have no solid answers here yet.

Thanks all, appreciate everyone's feedback!

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi @Judy Kerbel, @Shane Jenkins and everyone else in this thread that posted.
Thank you for sharing your feedback.

We've also observed a significant increase in "not responding" interactions since last week, beginning on Sunday, May 4th, and escalating since Wednesday. Like you, we're collaborating with one client setup similar to the one Shane described, but we're facing challenges in capturing the necessary logs at the right time-it often feels like a game of guessing and trying. 

It seems that this problem might be occurring at a global or platform level. We've noticed that it's not confined to a single organization, region, or deployment type. Both On-Premises and BYOC Cloud deployments are affected, suggesting a possible issue with the Web-RTC client.

Support team noted in the ticket that there's no Jingle proceed from the agent, despite auto-answer being enabled on the user's profile, but theyhaven't reached a conclusion yet.

Let's continue sharing our experiences. Thank you all for your contributions.

Best regards,

All,

We are still chasing this issue as well internally here. This is still very intermittent as mentioned before and we are not able to recreate on-demand. We continue to work with support/care and also internally. Internally we plan to gather more Zscaler logs, deploy AppNeta endpoint monitoring to further assist. 

Our users are working mostly from home and using Zscaler VPN. We are totally bypassing the VPN for media services such as RTP and STUN (our regions CIDR range for media services). We are not bypassing for 443 traffic due to the large number of AWS IP ranges that are in scope and our security team does not want to bypass. We do have SSL packet inspection turned off for our Genesys Cloud regions domain, but it seems at times, I see traffic hitting specific AWS IP's and not the regions domain and we suspect this traffic getting inspected may be leading to our issue. (just a hunch and may not be correct)

Long story short, the mystery continues and we continue to dig-in. If we are able to shed light using AppNeta or by setting up a mirrored port to try and determine what is happening, I'll share back w this thread.

Due to how infrequent it occurs, trying to get a console/network log from the agent is almost impossible. Sorry to report we have no solid answers here yet.

Thanks all, appreciate everyone's feedback!

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We also opened a case with support last week as we saw a huge increase of agents reporting similar issues both working in Salesforce with openCTI and other agents working in the native Geneus Gui with webRTC  with the client not responding when they try to answer a call.

Hi @Judy Kerbel, @Shane Jenkins and everyone else in this thread that posted.
Thank you for sharing your feedback.

We've also observed a significant increase in "not responding" interactions since last week, beginning on Sunday, May 4th, and escalating since Wednesday. Like you, we're collaborating with one client setup similar to the one Shane described, but we're facing challenges in capturing the necessary logs at the right time-it often feels like a game of guessing and trying. 

It seems that this problem might be occurring at a global or platform level. We've noticed that it's not confined to a single organization, region, or deployment type. Both On-Premises and BYOC Cloud deployments are affected, suggesting a possible issue with the Web-RTC client.

Support team noted in the ticket that there's no Jingle proceed from the agent, despite auto-answer being enabled on the user's profile, but theyhaven't reached a conclusion yet.

Let's continue sharing our experiences. Thank you all for your contributions.

Best regards,

All,

We are still chasing this issue as well internally here. This is still very intermittent as mentioned before and we are not able to recreate on-demand. We continue to work with support/care and also internally. Internally we plan to gather more Zscaler logs, deploy AppNeta endpoint monitoring to further assist. 

Our users are working mostly from home and using Zscaler VPN. We are totally bypassing the VPN for media services such as RTP and STUN (our regions CIDR range for media services). We are not bypassing for 443 traffic due to the large number of AWS IP ranges that are in scope and our security team does not want to bypass. We do have SSL packet inspection turned off for our Genesys Cloud regions domain, but it seems at times, I see traffic hitting specific AWS IP's and not the regions domain and we suspect this traffic getting inspected may be leading to our issue. (just a hunch and may not be correct)

Long story short, the mystery continues and we continue to dig-in. If we are able to shed light using AppNeta or by setting up a mirrored port to try and determine what is happening, I'll share back w this thread.

Due to how infrequent it occurs, trying to get a console/network log from the agent is almost impossible. Sorry to report we have no solid answers here yet.

Thanks all, appreciate everyone's feedback!

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We have seen number of times agents go into not responding double since some time last week. Users complain that they try to answer calls and cannot.

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

For us, A few a few months ago we had an issue where upon login, that genesy would not see that audio permission were granted.
This was only an issue on the first login after restart, and would go away after the user refreshed, and there would be no issues the rest of the day.
If they did not refresh, the system would send them a call but not allow them to answer it, so they would go into not responding.
We alos noticed that if agents did not restart their computers, this error would not occur on their first daily login

Genesys has still not solved that issue.

However like a lot of you it seems, we are now seeing an increase in random throughout the day not respondings starting last week.
Nice (but akso disheartening) to see we are not alone.

We have a mixture of in office and remote agents.
We use WebRTC.

We have seen number of times agents go into not responding double since some time last week. Users complain that they try to answer calls and cannot.

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Really appreciate everybody's input on this! Knowing we are not alone is helpful.

We are US West. Is everybody else also in this region? Also wanted to mention we use the desktop app. 

For us, A few a few months ago we had an issue where upon login, that genesy would not see that audio permission were granted.
This was only an issue on the first login after restart, and would go away after the user refreshed, and there would be no issues the rest of the day.
If they did not refresh, the system would send them a call but not allow them to answer it, so they would go into not responding.
We alos noticed that if agents did not restart their computers, this error would not occur on their first daily login

Genesys has still not solved that issue.

However like a lot of you it seems, we are now seeing an increase in random throughout the day not respondings starting last week.
Nice (but akso disheartening) to see we are not alone.

We have a mixture of in office and remote agents.
We use WebRTC.

We have seen number of times agents go into not responding double since some time last week. Users complain that they try to answer calls and cannot.

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

For us, A few a few months ago we had an issue where upon login, that genesy would not see that audio permission were granted.
This was only an issue on the first login after restart, and would go away after the user refreshed, and there would be no issues the rest of the day.
If they did not refresh, the system would send them a call but not allow them to answer it, so they would go into not responding.
We alos noticed that if agents did not restart their computers, this error would not occur on their first daily login

Genesys has still not solved that issue.

However like a lot of you it seems, we are now seeing an increase in random throughout the day not respondings starting last week.
Nice (but akso disheartening) to see we are not alone.

We have a mixture of in office and remote agents.
We use WebRTC.

We have seen number of times agents go into not responding double since some time last week. Users complain that they try to answer calls and cannot.

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We have seen number of times agents go into not responding double since some time last week. Users complain that they try to answer calls and cannot.

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Has anyone received any useful information from open support cases?

Have others tried TIme Machine to revert back to 11.50 or 11.51? Has this helped your users. We have seen some improvement when we try this on a limited number of users but it is not a feasible workaround as it is required for to be rerun every time a user logs on.

@Jason Kleitz Has Genesys determined root cause? Is there a fix in the works? Is there an ETA for a fix.

Our customers are VERY frustrated. Our customer call volume will significantly increase over the next few weeks/months and having agents go into 'not responding' and not be able to answer calls is a major issue.

We have seen number of times agents go into not responding double since some time last week. Users complain that they try to answer calls and cannot.

Steph, sounds very similar to our situation. We are getting this specific issue since afternoon of 5/7. Home network users as well as users connected via VPN and remote sites. Working with support on this issue, but wanted to let you know we are in the same boat.

Marek, is this issue happening with remote users while connected to their home network? 

We are experiencing this since last week. I have opened a ticket with our vendor.

Thanks,

Steph

Hi!

The times this issue occurred were related to network issues.
When it happens, try running WebRTC Diagnostics in Calls > Settings > Run Diagnostics.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

I encourage anyone who does not have a support ticket open for this issue to please open one. I am being told this is not widespread as number of cases reported does not match what is seen in this thread. Therefore, this also does not warrant any mention on status page.

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

That seems a little misinformed on part of whoever stated the issue is not widespread. Search for "Not Responding" in the community and there are many, many posts about this issue. I think the possible reason there are not many support tickets open is because, like others have stated in this thread, those tickets never end up with a resolution. It usually ends with repeated requests for the same console/network logs or with just being told the issue is on the customer side. 

I encourage anyone who does not have a support ticket open for this issue to please open one. I am being told this is not widespread as number of cases reported does not match what is seen in this thread. Therefore, this also does not warrant any mention on status page.

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Agreed with Matthew, support tickets have not been helpful in actually getting any help/attention, hence us posting here and elsewhere to try and get SOME attention

That seems a little misinformed on part of whoever stated the issue is not widespread. Search for "Not Responding" in the community and there are many, many posts about this issue. I think the possible reason there are not many support tickets open is because, like others have stated in this thread, those tickets never end up with a resolution. It usually ends with repeated requests for the same console/network logs or with just being told the issue is on the customer side. 

I encourage anyone who does not have a support ticket open for this issue to please open one. I am being told this is not widespread as number of cases reported does not match what is seen in this thread. Therefore, this also does not warrant any mention on status page.

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

I encourage anyone who does not have a support ticket open for this issue to please open one. I am being told this is not widespread as number of cases reported does not match what is seen in this thread. Therefore, this also does not warrant any mention on status page.

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi Judy,

We have the added wonder of being managed by a Service Provider, so the only way for us to Log a Support Case is to escalate to QPC, who then log a support case on our behalf.

The problem we have is there is no Agent Status report, to show agents being placed into Not Responding.

And then when you manage to snag some data, the response is, "Oh, the agent must have taken themselves off the queue"

The agents are the one's coming to us, they won't report themselves if they were doing the wrong thing,

But because QPC blame agents (it's easier than actually investigating), they won't log a ticket.

I miss our old System where higher level users got direct access to the support portal. and 90% of the tickets logged were responded to within 48 hours.

I encourage anyone who does not have a support ticket open for this issue to please open one. I am being told this is not widespread as number of cases reported does not match what is seen in this thread. Therefore, this also does not warrant any mention on status page.

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi Judy,

We have the added wonder of being managed by a Service Provider, so the only way for us to Log a Support Case is to escalate to QPC, who then log a support case on our behalf.

The problem we have is there is no Agent Status report, to show agents being placed into Not Responding.

And then when you manage to snag some data, the response is, "Oh, the agent must have taken themselves off the queue"

The agents are the one's coming to us, they won't report themselves if they were doing the wrong thing,

But because QPC blame agents (it's easier than actually investigating), they won't log a ticket.

I miss our old System where higher level users got direct access to the support portal. and 90% of the tickets logged were responded to within 48 hours.

I encourage anyone who does not have a support ticket open for this issue to please open one. I am being told this is not widespread as number of cases reported does not match what is seen in this thread. Therefore, this also does not warrant any mention on status page.

We started experincing the issue last Wednesday (5/7) afternoon as well. We made the changes for CIDR back in October and running the network test shows its passing and not seeing any issues with the network tests. Its been intermittent for us, users on and off our VPN, on and off Wi-Fi. 

Is anyone experiencing the issue also do the rollout for the Multi-Context Pane?

We have made these changes and still are seeing the same impact, so the new CIDR range is not the problem for us

Hello all,

If you did not check out this Resource Center article, I would highly recommend checking with your Network Team to make sure that your organization made the appropriate changes for the CIDR expansion. Based on reading some of the responses in this thread and checking with some of our internal conversations, some of the issues may be related to the CIDR expansion rollout.

https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Do you have any information as to when the fix for the issue with Chromium will be rolled out? Switching our users to Firefox is not really an option.

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Do you have any information as to when the fix for the issue with Chromium will be rolled out? Switching our users to Firefox is not really an option.

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

@ Jason Could you provide more information about the bug?

Our security has only approved Edge as this is strictly managed by our Client Tech Team and we have security policies in place to block any other browsers. 

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

@Jason Kleitz, is it a Chromium defect or Genesys Cloud defect you refer to? Possible to share some more details, please?

------------------------------
Timo Valimaki
Solution architect

Original Message:
Sent: 05-14-2025 15:00
From: Jason Kleitz
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane
------------------------------

Hello,

Based on the info that I've seen, this appears to be an issue with Chromium and not Genesys and should now be fixed with the most recent version of the browser update. The update should also be out for the Edge browser as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-17-2025 03:16
From: Timo Valimaki
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

@Jason Kleitz, is it a Chromium defect or Genesys Cloud defect you refer to? Possible to share some more details, please?

------------------------------
Timo Valimaki
Solution architect

Original Message:
Sent: 05-14-2025 15:00
From: Jason Kleitz
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane
------------------------------

Hello,

Based on the info that I've seen, this appears to be an issue with Chromium and not Genesys and should now be fixed with the most recent version of the browser update. The update should also be out for the Edge browser as well.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 05-17-2025 03:16
From: Timo Valimaki
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

@Jason Kleitz, is it a Chromium defect or Genesys Cloud defect you refer to? Possible to share some more details, please?

------------------------------
Timo Valimaki
Solution architect

Original Message:
Sent: 05-14-2025 15:00
From: Jason Kleitz
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hello all,

I've been digging into this a bit more. If you are using a Chromium based browser (such as Chrome or Edge), could you see if using Firefox helps alleviate the issue? There may have been an issue with Chromium that has been fixed and not rolled out yet for those web browsers.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane
------------------------------

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Interesting, we had a consultant who claimed that as soon as every call finished, the system was putting her in Meal Break Status, she had to manually put herself in available after each call. Problem is it was occuring from 19:40 - 23:00 on a night shift when no-one was here, and it didn't occur again.

So we never put a ticket, because it was something so random!.

------------------------------
Wayde Masters
Demand Forecasting & Resource Officer

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane
------------------------------

Interesting, we had a consultant who claimed that as soon as every call finished, the system was putting her in Meal Break Status, she had to manually put herself in available after each call. Problem is it was occuring from 19:40 - 23:00 on a night shift when no-one was here, and it didn't occur again.

So we never put a ticket, because it was something so random!.

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We've been seeing this issue on our end as well. Agents are set to auto answer calls but sometimes the alert will timeout, resulting for the interaction to be offered to another agent. Then, the previous agent's status will suddenly change to "Not Responding."

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We have seen a similar issue at our organization (US West region). We noticed it today, but now seeing others have had the same issues it appears we aren't the only ones so I'm adding my name to the list. Who knows how long this has been happening with it not being caught by us. A ticket was opened with Genesys to investigate. 

We've been seeing this issue on our end as well. Agents are set to auto answer calls but sometimes the alert will timeout, resulting for the interaction to be offered to another agent. Then, the previous agent's status will suddenly change to "Not Responding."

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello,

I have spoken to most affected users from our organization and it seems like the issue has been resolved for us.

What have changed since last week, is that Edge got a new version, here's release notes:

https://learn.microsoft.com/en-us/deployedge/microsoft-edge-relnote-stable-channel

Fixed various bugs and performance issues.

Stable channel security updates are listed here.

Please verify if you have the latest release.

We have seen a similar issue at our organization (US West region). We noticed it today, but now seeing others have had the same issues it appears we aren't the only ones so I'm adding my name to the list. Who knows how long this has been happening with it not being caught by us. A ticket was opened with Genesys to investigate. 

We've been seeing this issue on our end as well. Agents are set to auto answer calls but sometimes the alert will timeout, resulting for the interaction to be offered to another agent. Then, the previous agent's status will suddenly change to "Not Responding."

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Our users are already on this version of Edge and we have not seen any improvement.

Hello,

I have spoken to most affected users from our organization and it seems like the issue has been resolved for us.

What have changed since last week, is that Edge got a new version, here's release notes:

https://learn.microsoft.com/en-us/deployedge/microsoft-edge-relnote-stable-channel

Fixed various bugs and performance issues.

Stable channel security updates are listed here.

Please verify if you have the latest release.

We have seen a similar issue at our organization (US West region). We noticed it today, but now seeing others have had the same issues it appears we aren't the only ones so I'm adding my name to the list. Who knows how long this has been happening with it not being caught by us. A ticket was opened with Genesys to investigate. 

We've been seeing this issue on our end as well. Agents are set to auto answer calls but sometimes the alert will timeout, resulting for the interaction to be offered to another agent. Then, the previous agent's status will suddenly change to "Not Responding."

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hello,

We're experiencing the same issue in our operation, using Genesys Cloud integrated with Salesforce.

Agents with Auto-Answer enabled are going into "Not Responding" status without ever being alerted to an incoming interaction. We opened a ticket, and after some investigation, we identified that browser tab sleep behavior was interfering with WebRTC session readiness.

Specifically, when the Salesforce tab is not in focus, the browser may suspend it, preventing media initialization and blocking the Auto-Answer trigger.

As a mitigation, we implemented GPO policies to exclude the Salesforce and Genesys Cloud domains from tab suspension in Chrome, Edge, and Firefox. We're still monitoring the results over the next few days. 

Has anyone here tried similar adjustments, or found other effective solutions?

Our users are already on this version of Edge and we have not seen any improvement.

Hello,

I have spoken to most affected users from our organization and it seems like the issue has been resolved for us.

What have changed since last week, is that Edge got a new version, here's release notes:

https://learn.microsoft.com/en-us/deployedge/microsoft-edge-relnote-stable-channel

Fixed various bugs and performance issues.

Stable channel security updates are listed here.

Please verify if you have the latest release.

We have seen a similar issue at our organization (US West region). We noticed it today, but now seeing others have had the same issues it appears we aren't the only ones so I'm adding my name to the list. Who knows how long this has been happening with it not being caught by us. A ticket was opened with Genesys to investigate. 

We've been seeing this issue on our end as well. Agents are set to auto answer calls but sometimes the alert will timeout, resulting for the interaction to be offered to another agent. Then, the previous agent's status will suddenly change to "Not Responding."

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We continue to investigate the randomness we are seeing. So far still nothing solid/concrete.

I do have a question for those of you have have GPO in place for sleeping tabs (we mostly use Chrome and Edge. What logic/entries are you adding via GPO to help avoid sleeping tabs?

I primarily am asking because I've seen two different entries for Genesys Cloud and Chrome. I'm not sure if we should use both or as long as we have one or the other, we should be good? We are FedRAMP, so use2 is our region.

Example 1: (Per Genesys document in resource center) https://help.mypurecloud.com/articles/disable-your-browsers-sleep-mode-setting/

use2.us-gov-pure.cloud

Example 2: (https://chromeenterprise.google/policies/url-patterns/) This approach uses [*.] in front of the region / domain

[*.]use2.us-gov-pure.cloud 

Any suggestions or evidence you may have on which logic above we truly need to apply? 

Thanks again,

Hello,

We're experiencing the same issue in our operation, using Genesys Cloud integrated with Salesforce.

Agents with Auto-Answer enabled are going into "Not Responding" status without ever being alerted to an incoming interaction. We opened a ticket, and after some investigation, we identified that browser tab sleep behavior was interfering with WebRTC session readiness.

Specifically, when the Salesforce tab is not in focus, the browser may suspend it, preventing media initialization and blocking the Auto-Answer trigger.

As a mitigation, we implemented GPO policies to exclude the Salesforce and Genesys Cloud domains from tab suspension in Chrome, Edge, and Firefox. We're still monitoring the results over the next few days. 

Has anyone here tried similar adjustments, or found other effective solutions?

Our users are already on this version of Edge and we have not seen any improvement.

Hello,

I have spoken to most affected users from our organization and it seems like the issue has been resolved for us.

What have changed since last week, is that Edge got a new version, here's release notes:

https://learn.microsoft.com/en-us/deployedge/microsoft-edge-relnote-stable-channel

Fixed various bugs and performance issues.

Stable channel security updates are listed here.

Please verify if you have the latest release.

We have seen a similar issue at our organization (US West region). We noticed it today, but now seeing others have had the same issues it appears we aren't the only ones so I'm adding my name to the list. Who knows how long this has been happening with it not being caught by us. A ticket was opened with Genesys to investigate. 

We've been seeing this issue on our end as well. Agents are set to auto answer calls but sometimes the alert will timeout, resulting for the interaction to be offered to another agent. Then, the previous agent's status will suddenly change to "Not Responding."

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We experience this for about 3% of our calls shown Not Responsive on Global User Base. Office and Home Office and autoanswer as well manual accept. One finding was that the microphone became unavailbale hence the WebRTC request was directly taken back. We are looking for such events to proof if this is a direction pointing to the issue.  

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

The microphone becoming available is a big issue we see with this as well. 

We experience this for about 3% of our calls shown Not Responsive on Global User Base. Office and Home Office and autoanswer as well manual accept. One finding was that the microphone became unavailbale hence the WebRTC request was directly taken back. We are looking for such events to proof if this is a direction pointing to the issue.  

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

We checked for Microphone availability (ensure always allowed) and browser tab sleep mode

Further we currently changed the settings for persistent timer for several user.

Standard 600 changed for several to 14400 and another group is disabled.  Will take a few days to see if this does change any.

If anyone might try to confirm / check

------------------------------
Johannes Froehlich
Director ICT Communication Services Operations EMEA, UK, Ie

Original Message:
Sent: 05-23-2025 14:53
From: Matthew Pleus
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

The microphone becoming available is a big issue we see with this as well. 

------------------------------
[Matt] [Pleus]
[Business Systems Analyst]

Original Message:
Sent: 05-22-2025 12:54
From: Johannes Froehlich
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

We experience this for about 3% of our calls shown Not Responsive on Global User Base. Office and Home Office and autoanswer as well manual accept. One finding was that the microphone became unavailbale hence the WebRTC request was directly taken back. We are looking for such events to proof if this is a direction pointing to the issue.  

------------------------------
Johannes Froehlich
Director ICT Communication Services Operations EMEA, UK, Ie

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane
------------------------------

Hello,

We're facing the same issue, agents going into "Not Responding" even with the auto-answer enabled.

After extensive testing, we've identified a specific pattern:

• It mostly happens right after agents log in: the first call offered after login frequently results in "Not Responding."

• It can persist for multiple calls after login before eventually stabilizing.

• We've confirmed this is not related to network instability, as it occurs even in regions with excellent connectivity and low RTT/latency.

What we've done so far:

• WebRTC Troubleshooter tests: Successful results, even in affected agents.

• Persistent connection configuration: We're currently testing agents with persistent connection disabled, even though our previous timeout was already 14400s.

We'd like to know if anyone else has noticed this post-login pattern and if there are any recommendations from Genesys or the community to mitigate this behavior.

------------------------------
Eduardo Souza

Original Message:
Sent: 06-04-2025 09:45
From: Johannes Froehlich
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

We checked for Microphone availability (ensure always allowed) and browser tab sleep mode

Further we currently changed the settings for persistent timer for several user.

Standard 600 changed for several to 14400 and another group is disabled.  Will take a few days to see if this does change any.

If anyone might try to confirm / check

------------------------------
Johannes Froehlich
Director ICT Communication Services Operations EMEA, UK, Ie

Original Message:
Sent: 05-23-2025 14:53
From: Matthew Pleus
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

The microphone becoming available is a big issue we see with this as well. 

------------------------------
[Matt] [Pleus]
[Business Systems Analyst]

Original Message:
Sent: 05-22-2025 12:54
From: Johannes Froehlich
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

We experience this for about 3% of our calls shown Not Responsive on Global User Base. Office and Home Office and autoanswer as well manual accept. One finding was that the microphone became unavailbale hence the WebRTC request was directly taken back. We are looking for such events to proof if this is a direction pointing to the issue.  

------------------------------
Johannes Froehlich
Director ICT Communication Services Operations EMEA, UK, Ie

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

------------------------------
Shane
------------------------------

Hello,

We're facing the same issue, agents going into "Not Responding" even with the auto-answer enabled.

After extensive testing, we've identified a specific pattern:

• It mostly happens right after agents log in: the first call offered after login frequently results in "Not Responding."

• It can persist for multiple calls after login before eventually stabilizing.

• We've confirmed this is not related to network instability, as it occurs even in regions with excellent connectivity and low RTT/latency.

What we've done so far:

• WebRTC Troubleshooter tests: Successful results, even in affected agents.

• Persistent connection configuration: We're currently testing agents with persistent connection disabled, even though our previous timeout was already 14400s.

We'd like to know if anyone else has noticed this post-login pattern and if there are any recommendations from Genesys or the community to mitigate this behavior.

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Eduardo Souza

Original Message:
Sent: 06-04-2025 09:45
From: Johannes Froehlich
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

We checked for Microphone availability (ensure always allowed) and browser tab sleep mode

Further we currently changed the settings for persistent timer for several user.

Standard 600 changed for several to 14400 and another group is disabled.  Will take a few days to see if this does change any.

If anyone might try to confirm / check

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Johannes Froehlich
Director ICT Communication Services Operations EMEA, UK, Ie

Original Message:
Sent: 05-23-2025 14:53
From: Matthew Pleus
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

The microphone becoming available is a big issue we see with this as well. 

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[Matt] [Pleus]
[Business Systems Analyst]

Original Message:
Sent: 05-22-2025 12:54
From: Johannes Froehlich
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

We experience this for about 3% of our calls shown Not Responsive on Global User Base. Office and Home Office and autoanswer as well manual accept. One finding was that the microphone became unavailbale hence the WebRTC request was directly taken back. We are looking for such events to proof if this is a direction pointing to the issue.  

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Johannes Froehlich
Director ICT Communication Services Operations EMEA, UK, Ie

Original Message:
Sent: 04-09-2025 12:40
From: Shane Jenkins
Subject: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Hi all,

We do have an open case with Care on these issues, but curious if anyone else out there has experienced this behavior. For us, this seemingly started happening recently (within last few months) and growing in number of reported issues.

The behavior we are seeing is randomly our agents are showing to be On Queue (from within their Genesys Cloud browser session) while Interactions in their Queue are waiting and they aren't getting offered. If these agents check the Agent Status dashboard, it may show them in another status such as Meeting. Most of the time the agent can simply refresh their browser and then an Interactions is indeed offered.

The biggest challenge here is the agent sits there thinking they are On Queue and if they aren't paying attention, Interactions stack up and they never get offered.

Another related issue is at random times, the agent will go from an On Queue Status to Not Responding, but the agent never receives an Interaction alerting/offered alert. We can also find no evidence in Performance Views of any Interaction alerting the agent to cause them to go into Not Responding. We do however see that the agent did indeed get placed into Not Responding status. It's like phantom interactions being offered, but never presented to the agent nor can we find them in performance views.

It is like the agents status isn't in sync at all times or Genesys Cloud isn't honoring their current status. We do have a screenshot or two as evidence of this behavior, which is kind of hard to believe or even explain without seeing it.

Anyone experienced similar behavior or have any suggestions?

As always, thanks all!

#Reporting/Analytics
#SIP/VoIP
#SystemAdministration
#Telephony

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Shane
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