Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Agents Unable to Change Status After a Period of Inactivity

    Posted 11-29-2023 02:24

    My customer is getting hit by quite a strange issue, which is providing extremely difficult to reproduce and/or collect logs for. One of their departments is a 24 x 7 helpdesk, and the agents notice that after being inactive on their desktop computers for 10+ minutes, their ability to change their status vanishes. The symptom manifests itself randomly, with no pattern as to time of day, specific computers used by agents, specific agent IDs, time of inactivity etc. The symptoms are that the color-coding of the status around the agent's icon vanishes, and when the agent's profile icon on the side-bar is clicked, the entire panel containing Primary and Secondary Status vanishes. A refresh of the browser fixes the issue.

    It's proving really hard to figure out what, as this is a 24 x 7 operation and the customer is flat-out refusing to wait even a single second for logs to be collected. We've tried reproducing this in our own computers, as well as within the customer's and our own office networks. Trouble is, the agents are on a separate network, whereas when we are on the customer premises, we are given access to a different network meant for suppliers. The issues above never happens when the computers are in another network, and we don't have access to the agent's networks. It is known that the agent's networks have heightened cybersecurity tools deployed, including Zscaler proxies with an unknown layer of security which may or may not include SSL inspection etc. The customer's network teams are telling us that they are seeing nothing abnormal on their LAN, Internet and Zscaler, and is challenging us to prove that this is not a Genesys Cloud issue but an issue with their networks or something else.

    Has anyone ever seen this before? Aside from the refresh of the browser screens, any suggestions to fix this permanently? See attached pictures.


    #SIP/VolP
    #Unsure/Other

    ------------------------------
    Soumik Biswas
    BT Solutions Ltd (Bahrain Branch)
    ------------------------------


  • 2.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 11-29-2023 08:49

    Sounds to me like the browser putting tabs to sleep.  Whitelist the Genesys page in the browser power settings.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 12-28-2023 09:40

    Dear Soumik, we do have the case with Genesys opened in regards of similar sounding issues with incorrect statuses on agents. 

    Even if agents change their status to Available it is not being recognized by Genesys Cloud and they are still being seen as On Queue which is causing issues with delivering the interaction even to agents not being ready.

    As you mentioned it is quite sporadic issue but happening more often for some specific sites and usually after certain period of inactivity. 

    We do have as well ZScaler proxies with SSL inspection in place, at physical locations and also for our client PCs as client app.

    ZScaler did not come to the radar as suspected root cause until I have read your post and we will validate this as option... 



    ------------------------------
    David Chomca
    Heidelberg Materials AG
    ------------------------------



  • 4.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 01-04-2024 03:22

    Yes I did open cases. As usual, they demanded Console and Network logs to triage. The first difficulty we faced was that which agent do we trace, as the agents were getting this phenomenon randomly. Using the Automatic Log Collection facility of Genesys Cloud, we traced a couple of agents at random, which meant we didn't get Network Logs. The analysis of the logs seemed to indicate that the client-side was losing Internet connection when this phenomenon happened. As the agents mostly faced this issue after locking their Windows computers and going for long breaks (30 minutes or so as per their WFM schedule), we suspected it might be something to do with power management policy on the agent computers, e.g. closing down Internet connection when the system was idle for long periods of time. Genesys also suggested to check if the browser policies were somehow set for memory management and didn't whitelist Genesys Cloud Web UI to always remain in memory when open. The customer's IT team are considering a three-fold set of actions.

    • For the time-being, agents have been advised that whenever they come back from long breaks, especially as they are required to lock their computers, they should refresh the browser as soon as they unlock their computers. This reduces the impact significantly.
    • Customer uses Chrome as their standard browser, so Chrome browser settings to implement memory management and whitelist apps.<Genesys Cloud base URL> is being tried out for some agents. We haven't been told if it has produced good results, but so far they aren't raising Incidents.
    • Customer is also checking on the IT policies for power management on both the computer HDD as well as the NIC card, so that during long periods of inactivity they shouldn't be rendered inactive. However, since these form part of cybersecurity controls, it is a long-winded process for them to get approvals to do a proof-of-concept as well. Once again, I haven't heard from the client on anything negative.

    Off late though, we have started seeing random occurrences of a significant population of agents in multiple locations simultaneously be rendered unable to change their Primary Status. While a refresh solves the issue temporarily, sometimes a few agents actually get login failures and have to retry a couple of times to login to Genesys Cloud again. At present, the impact is sufficiently less that they are not screaming about it, but Genesys doesn't seem to have any answers.



    ------------------------------
    Soumik Biswas
    BT Solutions Ltd (Bahrain Branch)
    ------------------------------



  • 5.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 01-04-2024 07:25
      |   view attached

    Hi Soumik

    We maybe experience the same issue with some of our users so will check some of those bullet points above.

    Users will be working fine receiving inbound interactions, then their agent state greys out and taken off-queue.

    Unsure their level of inactivity in the build up. 

    Are you experiencing this issue on both Chrome and Edge?

    What's the latest from Genesys?



    ------------------------------
    Dan Wong
    Domestic & General Services Limited
    ------------------------------



  • 6.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 01-04-2024 07:30

    Nothing more from Genesys. They cases were closed as the customer's triage and resolution was taking too much time, nor were they raising Incidents.



    ------------------------------
    Soumik Biswas
    BT Solutions Ltd (Bahrain Branch)
    ------------------------------



  • 7.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 01-04-2024 09:21
    Edited by Karl Beal 01-04-2024 09:22

    We have also started experiencing this behavior over the past couple of days and we've never had it prior. Hopefully Genesys find the cause. 



    ------------------------------
    Karl Beal
    Severn Trent Water
    ------------------------------



  • 8.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 14 days ago

    Hi Soumik,

    Did you find the root cause for this and a solution? It started happening to our agents as well and we cannot pinpoint where the issue is coming from.

    Thank you!



    ------------------------------
    Dianne
    ------------------------------



  • 9.  RE: Agents Unable to Change Status After a Period of Inactivity

    Posted 14 days ago
    We didn't get a single root cause, but by taking a series of steps with the customer's IT, we have reduced the instances to negligible.

    1. After long periods of inactivity, like coming back from long breaks, we have instituted a standard practice of refreshing the with Genesys Cloud.
    2. We found some of the PC's are outdated, with old processors, magnetic HDD's instead of SDD's etc. After upgrading the hardware, the issues stopped for the affected units.
    3. We worked with customer IT to push policies to agent computers that don't switch off power to the NICs during long periods of inactivity. Same for PC's going on Sleep.

    Soumik 





Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources