You might try the new feature which allows agents to send their console logs after a problem is experienced. Either read the logs yourself to search for what happened, or open a Support case and submit the logs for analysis.
https://help.mypurecloud.com/articles/send-on-demand-capture-logs-to-administrators/
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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 09-05-2025 16:46
From: Andrea Sanders
Subject: Agents Taken Off Queue
My organization uses the chat message feature in Genesys, and team members have reported instances of being unexpectedly removed from the queue. There have been no missed interactions or internet disruptions, and the feature that removes users due to inactivity is not enabled. One user noted: "It seems like as long as I go back to that tab in Edge every so often it will keep me on, but if I don't check back in, I get taken off queue."
Has anyone experienced something similar?
#Unsure/Other
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Andrea Sanders
Product Manager
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