On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

It probably means they are having an issue establishing a webRTC connection.

This can be down to insufficient resources available, ie RAM/CPU at the time the call comes in for some reason. Try testing with as few programs open as possible and you will see that the alert time to establish a phone will come down. Workarounds, until you get a solution in establishing a phone quickly using available resources by either increasing spec or working out how to have less open, are to make an outbound call to a colleague at the start of the shift to establish a phone and to increase the persistent connection timeout on teh webRTC phone. I think there have been a lot of conversations about this, this is what I found from testing worked for me.

------------------------------
Michael Lynch
Ireland

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

If the issue is establishing a webRTC connection, would it help to turn on the "persistant connection" in the WebRTC phone setting?  We have started seeing this problem recently but currently we don't use a persistant connection.

It probably means they are having an issue establishing a webRTC connection.

This can be down to insufficient resources available, ie RAM/CPU at the time the call comes in for some reason. Try testing with as few programs open as possible and you will see that the alert time to establish a phone will come down. Workarounds, until you get a solution in establishing a phone quickly using available resources by either increasing spec or working out how to have less open, are to make an outbound call to a colleague at the start of the shift to establish a phone and to increase the persistent connection timeout on teh webRTC phone. I think there have been a lot of conversations about this, this is what I found from testing worked for me.

------------------------------
Michael Lynch
Ireland

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

My response was before I noticed you mightn't be using Auto-answer, I don't know how having to always press answer affects this.  

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Most of our contact centers are not auto-answer, and agents being put into Not Responding is definitely a frequent event.  Agents only report it as an issue (ie they tried to answer but the answer button didn't respond/they never saw or heard the call being offered/the page to slow or unresponsive) if their manager asks why they have so many Alert-No Answer events.  We recommend that the agents only have open/running on their computers what they absolutely need, we recommend that they clear their cache, we have tried enabling the persistent connection for their WebRTC, we sometimes disassociate their WebRTC, remove it, re-add it.  

Several months ago, our one auto-answer contact center was having issues with agents being set to Not Responding.  They would not always even see a call being offered; they would finish one call/ACW and just pop into Not Responding. Over and over.  Spent a lot time suggesting that this was because of their computers or their network.  We had another, unrelated ticket open, which was resolved by Genesys permanently scaling our edges, which were fluctuating more than was recommended.  This also appeared to resolve the issue our auto-answer agents were experiencing.  The idea is that all of the "new" edges may have been missing station configurations, so the system would pop an agent into Not Responding if the agent appeared to missing resources.  This was all earlier this year, however, and since things other than fluctuating edge scaling might cause missing station configuration (however rare), Genesys may have found a resolution.

My response was before I noticed you mightn't be using Auto-answer, I don't know how having to always press answer affects this.  

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

For what it's worth, you're definitely not alone, Stephen. The problem is there aren't enough people opening tickets or reporting the issue in this community (or chiming in/agreeing if they are having the issue.) Plus, the issue itself is hard to triage without hours of log gathering, issue replication, and back/forth with support (as opposed to live triaging with them.)

I get it though; in a perfect troubleshooting world, all users would have the fastest home/work network speed, no firewall/virus scan interruptions, Windows/headset/mic would work perfectly, and the headset/mic would work flawlessly. Once we establish that "Utopia", we can replicate the issue and involve Genesys Support with all the right logs and cross our fingers there's sufficient evidence of what is going on and where to look other than the end user.

With that said, we have a set of embedded client users (Salesforce) with auto-answer, Genesys provided webrtc/edges, and have the same issue. Here is another thread you can take a look at to help you feel not so alone in your plight: https://community.genesys.com/discussion/servicenow-connector-agents-unable-to-answer-calls#bm28ea45aa-b51d-4438-bf45-0189c57fd60e

@Linda Greenshields - Exactly how did you get Genesys Support to "permanently scale your edges"? Is that type of capability documented somewhere the rest of the Community missed? And why isn't that something that's turned on by default for all of us (as if it were some sort of secret menu item or premium service offering, haha)?

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

For what it's worth, you're definitely not alone, Stephen. The problem is there aren't enough people opening tickets or reporting the issue in this community (or chiming in/agreeing if they are having the issue.) Plus, the issue itself is hard to triage without hours of log gathering, issue replication, and back/forth with support (as opposed to live triaging with them.)

I get it though; in a perfect troubleshooting world, all users would have the fastest home/work network speed, no firewall/virus scan interruptions, Windows/headset/mic would work perfectly, and the headset/mic would work flawlessly. Once we establish that "Utopia", we can replicate the issue and involve Genesys Support with all the right logs and cross our fingers there's sufficient evidence of what is going on and where to look other than the end user.

With that said, we have a set of embedded client users (Salesforce) with auto-answer, Genesys provided webrtc/edges, and have the same issue. Here is another thread you can take a look at to help you feel not so alone in your plight: https://community.genesys.com/discussion/servicenow-connector-agents-unable-to-answer-calls#bm28ea45aa-b51d-4438-bf45-0189c57fd60e

@Linda Greenshields - Exactly how did you get Genesys Support to "permanently scale your edges"? Is that type of capability documented somewhere the rest of the Community missed? And why isn't that something that's turned on by default for all of us (as if it were some sort of secret menu item or premium service offering, haha)?

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hi Brian

Genesys have an algorithm based on extended peaks where they scale up the # of BYOC Cloud Edge instances.  Whether that's based on # of calls or resources or both I don't know at the moment sorry but someone else will jump in I'm sure :)

However unless it's changed there is no scale-down.  Once they've scaled up, the number of Edge instances stays at that increased level.  At least that's what I've experienced.

For what it's worth, you're definitely not alone, Stephen. The problem is there aren't enough people opening tickets or reporting the issue in this community (or chiming in/agreeing if they are having the issue.) Plus, the issue itself is hard to triage without hours of log gathering, issue replication, and back/forth with support (as opposed to live triaging with them.)

I get it though; in a perfect troubleshooting world, all users would have the fastest home/work network speed, no firewall/virus scan interruptions, Windows/headset/mic would work perfectly, and the headset/mic would work flawlessly. Once we establish that "Utopia", we can replicate the issue and involve Genesys Support with all the right logs and cross our fingers there's sufficient evidence of what is going on and where to look other than the end user.

With that said, we have a set of embedded client users (Salesforce) with auto-answer, Genesys provided webrtc/edges, and have the same issue. Here is another thread you can take a look at to help you feel not so alone in your plight: https://community.genesys.com/discussion/servicenow-connector-agents-unable-to-answer-calls#bm28ea45aa-b51d-4438-bf45-0189c57fd60e

@Linda Greenshields - Exactly how did you get Genesys Support to "permanently scale your edges"? Is that type of capability documented somewhere the rest of the Community missed? And why isn't that something that's turned on by default for all of us (as if it were some sort of secret menu item or premium service offering, haha)?

------------------------------
Brian Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

The piece that makes me say the resource piece is your mention of it being most othen the 1st call of the day.

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hi, we also experience the same issue and we have an active case with Genesys, which doesn't progress at this point, but at least we have traction.  To add on this, our agents also mentionned they get some "lag" when receiving the Agent Script which makes them being connected with the client without knowing who is the client... which lead to bad client/agent experience.

We started seeing this issue mid June and it happen more when agent's being logged on for couple hours or during busy time during the day.

We tried so many different setup and each time we feel that "sync/lag/not responding" issue.  When I say different setup/combination... I mean we went in any direction and every possible setup from how our users log in to GC to have them work outside of our network/compliance/firewall/security... I think the only thing we didn't try is to add Edge, which I will ask today... just to try if it could make a diffrence.

Anyone expericencing that "lag" issue with the agent script where there is a blue circle rolling and rolling for few sec while the call is already connected to the agent?

Genesys are saying we are the only client experiencing this and I'm very doubtfull about it...  We are currently running Genesys tool NetThink tool and they are grabbing lot of data log at the moment.  

Be sure I'll keep you post on their finding.

------------------------------
Sylvain Richard
Global Excel Management Inc.

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

@all - For what it's worth, we just received an influx of tickets within the last 30 minutes from our Salesforce embedded client users that they could not answer incoming calls and were going Not Responding. Mark the time ;o)

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Evening all,

Thought I'd share.

We started to receive multiple reports from users at the same time getting the "Not Responding" notification between 5pm - 6pm UK.

Once the user selects "Make Eligible", the following call connects OK.

Our users have Auto Answer enabled connecting to WebRTC with a persistent connection working from home across the UK and SA.

Generally have sporadic reports of this issue throughout the day, however mainly put down to local network issues.

Logged this issue with Genesys Care with Network and Console logs referencing "Edge Auto-Scaling" as it seemed odd multiple users getting the issue around the same time given different ISP and locations.  Genesys Care came back with this:

There was an scaling down a little earlier than the time range you mentioned, that's the reason for the temp Not Responding as you surmise.

Attached the corresponding log for your reference (time stamp in the cloud side is UTC time)

t:"2023-08-24T16:41:39.875Z",

message:"Need to scale in ***Edge*** :: size(11) != desired(10)"

Asked if we could adjust this to prevent any further instances:

I checked edge scaling up/down traces in last 7 days, the maximum number is 18 as shown below.

t:"2023-08-22T10:29:42.033Z",

message:"Need to scale out ***Edge*** :: size(16) != desired(18)",

I bumped up the minimum edge count to 18.

It should resolve station association issues caused by frequent scaling up/down which ends up with agent not responding.

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

Original Message:
Sent: 08-24-2023 10:26
From: Brian Jones
Subject: Agents unable to pick up calls

@all - For what it's worth, we just received an influx of tickets within the last 30 minutes from our Salesforce embedded client users that they could not answer incoming calls and were going Not Responding. Mark the time ;o)

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Exactly as you have described is what we have also experienced on numerous occasions.
We have gone as far as using the Xbox game bar to capture the last 30 seconds in Chrome in order to show Genesys what is occurring (since the Chrome network logs appear to show nothing).
We opened a support ticket with Genesys that's been ongoing for several months with no real resolution in sight other than the usual "Computer resources" response.

If anyone has any ideas on how to correct/prevent these issues then please share, as trying to gather evidence and pinpoint any particular reason for these occurrences has been incredibly troublesome.

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Exactly as you have described is what we have also experienced on numerous occasions.
We have gone as far as using the Xbox game bar to capture the last 30 seconds in Chrome in order to show Genesys what is occurring (since the Chrome network logs appear to show nothing).
We opened a support ticket with Genesys that's been ongoing for several months with no real resolution in sight other than the usual "Computer resources" response.

If anyone has any ideas on how to correct/prevent these issues then please share, as trying to gather evidence and pinpoint any particular reason for these occurrences has been incredibly troublesome.

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Has anyone seen any real movement on this issue?  We, too, have a support case open.  

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On our side, we are in a state of getting logs.  We have traction with Genesys but feels they're always requesting something else... 
We are at the point of testing with Vanilla laptop, nothing installed, only Genesys Cloud, and we are still experiencing issue.  As soon as I get result from the log we submit I'll update this post.

Regards

Has anyone seen any real movement on this issue?  We, too, have a support case open.  

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

We are still experiencing this issue, it was very prominent last Monday and this Monday and today I had an agent I was watching and saw it happen 3 times.   She logged out and back in and it was fixed, but like everyone else, we are a call center and can not afford to do that, expecially when it affects almost our entire queue workforce like it did last week.   I have not created an additional tickets, because this particular ticket never gets a response.

On our side, we are in a state of getting logs.  We have traction with Genesys but feels they're always requesting something else... 
We are at the point of testing with Vanilla laptop, nothing installed, only Genesys Cloud, and we are still experiencing issue.  As soon as I get result from the log we submit I'll update this post.

Regards

Has anyone seen any real movement on this issue?  We, too, have a support case open.  

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hello,

Same problem in my company. We use multiple Genesys Cloud orgs and noticed the issue: in our case, using the Salesforce embedded client, agent can't pickup the call (but it works from the Genesys Cloud interface).

It's very random, but happened in almost all our orgs. The solution used so far is to clean the cache of the browser and restart it, but this is not convenient for a call center.

Some tickets were opened (some are still open), with a lot of back and forth giving interaction ids, logs, etc., but it didn't work out. Numbers 0003305540, 0003376920 and 0003337906.

Anyway, happy to read that we're not alone with this issue!

We are still experiencing this issue, it was very prominent last Monday and this Monday and today I had an agent I was watching and saw it happen 3 times.   She logged out and back in and it was fixed, but like everyone else, we are a call center and can not afford to do that, expecially when it affects almost our entire queue workforce like it did last week.   I have not created an additional tickets, because this particular ticket never gets a response.

On our side, we are in a state of getting logs.  We have traction with Genesys but feels they're always requesting something else... 
We are at the point of testing with Vanilla laptop, nothing installed, only Genesys Cloud, and we are still experiencing issue.  As soon as I get result from the log we submit I'll update this post.

Regards

Has anyone seen any real movement on this issue?  We, too, have a support case open.  

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On our side, we are in a state of getting logs.  We have traction with Genesys but feels they're always requesting something else... 
We are at the point of testing with Vanilla laptop, nothing installed, only Genesys Cloud, and we are still experiencing issue.  As soon as I get result from the log we submit I'll update this post.

Regards

Has anyone seen any real movement on this issue?  We, too, have a support case open.  

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hi, 

Just want to add little bit more of what we found over the last week.

So on our side, there is 3 behavior

1- Agent are automaticaly put in "Agent No Answering" even if they are Auto-Answer.

2- Agent Script is delay and we see a spinning Blue circle which makes our agent not knowing who's calling.

3- Agent are unable to pickup call or click done at the wrap-up section.

Genesys had us install a Netthink Tool to analyse the CPU and Memory and they were seeing CPU spikes everytime we had issue.  

Last week, we were able to replicate all of our issues  by using the dev tool in Chrome and by reducing the CPU speed by 6 times.

We also had our partner to build an API query to grab the Agent script information and while the API is fast, getting the Agent script is slow which links my thought toward the Genesys Cloud app itself or Chrome...

My test agent was only using web browser, no other tool who might have impact the CPU. 
We don't have a resolution yet but I least, knowing we can reproduce, its a step in the right direction! 

On our side, we are in a state of getting logs.  We have traction with Genesys but feels they're always requesting something else... 
We are at the point of testing with Vanilla laptop, nothing installed, only Genesys Cloud, and we are still experiencing issue.  As soon as I get result from the log we submit I'll update this post.

Regards

Has anyone seen any real movement on this issue?  We, too, have a support case open.  

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hello,

I have some closed case number:

BR:

Zoltan Morvay

------------------------------
Zoltan Morvay
NTT Hungary Trading and Service Ltd

Original Message:
Sent: 08-31-2023 16:09
From: Brian Jones
Subject: Agents unable to pick up calls

@ALL - Genesys is still digging into our logs and has made mention they will likely need more logs to review or to replicate the issue live. I pointed them to this as well as a related thread in hopes they can communicate internally [better] about the plethora of logs they likely already have on this issue.

REQUEST: If you are currently experiencing this Not Responding/Inability to Answer an Interaction in the Embedded client issue and have a Case open with Genesys Support, please add your Case number to this thread so we can combine forces to help Support see just how many issues and examples there already are out there. Individually we'll spin our wheels, but together perhaps we can get some traction.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce?  Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?

We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)

We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue).   Logs either show nothing that is useful or are not collected (agents are rarely keen to do this).  Its the network.  Its the computer.  Clear the cache.  Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection.  Disassociate and re-associate the WebRTC from the agent.  Delete and re-add the agent's WebRTC.  Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.

It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.

I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce?  Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?

We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)

We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue).   Logs either show nothing that is useful or are not collected (agents are rarely keen to do this).  Its the network.  Its the computer.  Clear the cache.  Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection.  Disassociate and re-associate the WebRTC from the agent.  Delete and re-add the agent's WebRTC.  Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.

It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.

I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

"Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?"

We are using just the Genesys Agent UI and experiencing all the issues outlined in this thread.

There has now been months of backwards and forwards with Genesys, getting to the ridiculous point of requesting Genesys logs, chrome network logs, and screen recordings all at the same time. Which isn't feasible as a busy call center!

We seem to experience the issue with both Chrome and Edge browser. Machines have adequate resources and our network is stable.

Would love to know any kind of solution to this.

Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce?  Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?

We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)

We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue).   Logs either show nothing that is useful or are not collected (agents are rarely keen to do this).  Its the network.  Its the computer.  Clear the cache.  Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection.  Disassociate and re-associate the WebRTC from the agent.  Delete and re-add the agent's WebRTC.  Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.

It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.

I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

"Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?"

We are using just the Genesys Agent UI and experiencing all the issues outlined in this thread.

There has now been months of backwards and forwards with Genesys, getting to the ridiculous point of requesting Genesys logs, chrome network logs, and screen recordings all at the same time. Which isn't feasible as a busy call center!

We seem to experience the issue with both Chrome and Edge browser. Machines have adequate resources and our network is stable.

Would love to know any kind of solution to this.

Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce?  Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?

We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)

We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue).   Logs either show nothing that is useful or are not collected (agents are rarely keen to do this).  Its the network.  Its the computer.  Clear the cache.  Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection.  Disassociate and re-associate the WebRTC from the agent.  Delete and re-add the agent's WebRTC.  Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.

It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.

I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hi,

Would be nice to see if your agent would have better experience with Firefox, is it something that could be feasible on your side?  If we both, as different company, can have great result with Firefox, then it will give a huge indication of the problem... 

"Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?"

We are using just the Genesys Agent UI and experiencing all the issues outlined in this thread.

There has now been months of backwards and forwards with Genesys, getting to the ridiculous point of requesting Genesys logs, chrome network logs, and screen recordings all at the same time. Which isn't feasible as a busy call center!

We seem to experience the issue with both Chrome and Edge browser. Machines have adequate resources and our network is stable.

Would love to know any kind of solution to this.

Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce?  Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?

We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)

We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue).   Logs either show nothing that is useful or are not collected (agents are rarely keen to do this).  Its the network.  Its the computer.  Clear the cache.  Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection.  Disassociate and re-associate the WebRTC from the agent.  Delete and re-add the agent's WebRTC.  Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.

It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.

I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hi Sylvain

assuming you're still getting positive results with this then we will trial it; not sure how easy it will be though as we use an embedded window within our inhouse built CRM; will update you as soon as I know if Firefox is a possible.

Kind regards
Stephen

Hi,

Would be nice to see if your agent would have better experience with Firefox, is it something that could be feasible on your side?  If we both, as different company, can have great result with Firefox, then it will give a huge indication of the problem... 

"Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?"

We are using just the Genesys Agent UI and experiencing all the issues outlined in this thread.

There has now been months of backwards and forwards with Genesys, getting to the ridiculous point of requesting Genesys logs, chrome network logs, and screen recordings all at the same time. Which isn't feasible as a busy call center!

We seem to experience the issue with both Chrome and Edge browser. Machines have adequate resources and our network is stable.

Would love to know any kind of solution to this.

Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce?  Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?

We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)

We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue).   Logs either show nothing that is useful or are not collected (agents are rarely keen to do this).  Its the network.  Its the computer.  Clear the cache.  Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection.  Disassociate and re-associate the WebRTC from the agent.  Delete and re-add the agent's WebRTC.  Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.

It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.

I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.

We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hey All,

We're sleuthing away on this and have a theory.... Can anyone share what AWS primary location you point to? And if you have done network diagnostics to your location and others to compare? If so, would you be willing to share your comparisons?

Thanks folks!

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hello Cori,

For us it happened in multiple orgs, all on eu-central-1 (Frankfurt).

Hey All,

We're sleuthing away on this and have a theory.... Can anyone share what AWS primary location you point to? And if you have done network diagnostics to your location and others to compare? If so, would you be willing to share your comparisons?

Thanks folks!

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Hi Bertrand,

 Thanks so much for you response! Have you had any users run the network diagnostics from Genesys' Support?

• http://us-west-2.pna.inindca.com:8080/myspeed/purecloud_presales_version_1.html

I was wondering if you show poor stats to your primary location, but good stats to others? For example, I am in Florida, our setup points to Oregon. My stats on the above test to Oregon, most often look awful. But my stats testing to Virginia, Tokyo and London look better. So we're trying to see if there is possibly a connectivity issue within Genesys, where it talks to AWS, so to speak.

Thanks for your insight!

Hello Cori,

For us it happened in multiple orgs, all on eu-central-1 (Frankfurt).

Hey All,

We're sleuthing away on this and have a theory.... Can anyone share what AWS primary location you point to? And if you have done network diagnostics to your location and others to compare? If so, would you be willing to share your comparisons?

Thanks folks!

Hey Stephen,

 We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months. 

Closed Ticket: 0003296649

Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators. 

Hopefully we get to a fix! 

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hi everyone,

hopefully if we are talking about the same issue and cause, in our case, leveling the phone 's persistent connection timeout to a dozen of hours, seems to be doing the trick. Surely if this might be fixing things, it may not be considered an accepted solution. Testing now on 2 more agents and watching out for problems that the change might cause.

Will let you know,

------------------------------
Anastasios Zotos

Telecoms Engineer

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

Hi everyone,

hopefully if we are talking about the same issue and cause, in our case, leveling the phone 's persistent connection timeout to a dozen of hours, seems to be doing the trick. Surely if this might be fixing things, it may not be considered an accepted solution. Testing now on 2 more agents and watching out for problems that the change might cause.

Will let you know,

------------------------------
Anastasios Zotos

Telecoms Engineer

Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

#ConnectwithaCustomer(NEW)
#Telephony

------------------------------
Stephen Jacobs
Pepper (UK) Ltd
------------------------------

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Same thing widespread here.  All orgs have cases of this.

Its been going on quite a while, we've had over 25 care cases open for the same issue..  SFDC Agent running Chrome in a Single Tab session, 3rd party cookie URLs added to the browser settings, as well as in Memory Saver to avoid memory free from the SFDC and Genesys , and remain those tabs as Active, 

Intermittently when an inbound call is alerting, the agent clicks the Pickup icon, and there is a spinning wheel, indicating delay / buffering of some type, then the Agent is placed into Not Responding.   Is able to go Back on Q, and get a successful call.  We see this over and over.   Wiresharks logs, Net Console, Zscaler ..etc.. all not giving any definitive reason.

Not to mention the annoying "The WebRTC window is unable to Display" error also wide spread over our environments.

Who has solved this ?   thanks

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Good morning!

If you would even know how many hours we've put trying to solve this issue... Genesys support won't acknowledge any issue on their side and won't give any support.  

We end up trying Firefox and it fixed majority of our problem.  We wanted to be a temporary solution because we are using Chrome as our standard but the last word we got from Genesys is, if it works with firefox, use it.

So at the end, our conclusion is that it seems to be an issue with Chromium.  Since Chrome, Edge and desktop app use Chromium, Firefox is the only solution.

Since December, we didn't hear back from Genesys and we've started to deploy Firefox at large.

On our case, we are not using WebRTC, we have physical phone because we were not able to unblock (Security dept.) all ports needed for STUN protocol to work well. 

If you want more details of what we've tried or just want to talk, feel free to send me a private message!

Sylvain Richard

Same thing widespread here.  All orgs have cases of this.

Its been going on quite a while, we've had over 25 care cases open for the same issue..  SFDC Agent running Chrome in a Single Tab session, 3rd party cookie URLs added to the browser settings, as well as in Memory Saver to avoid memory free from the SFDC and Genesys , and remain those tabs as Active, 

Intermittently when an inbound call is alerting, the agent clicks the Pickup icon, and there is a spinning wheel, indicating delay / buffering of some type, then the Agent is placed into Not Responding.   Is able to go Back on Q, and get a successful call.  We see this over and over.   Wiresharks logs, Net Console, Zscaler ..etc.. all not giving any definitive reason.

Not to mention the annoying "The WebRTC window is unable to Display" error also wide spread over our environments.

Who has solved this ?   thanks

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Good Morning Sylvain,

 Question for you regarding your transition to Firefox - while you are deploying to your environment at large, are you managing the browser via policies etc the same way (I assume) you were in Chrome? I am wondering if any of those settings hold any bearing to the situation at hand, as I know our own Chrome browser is indeed managed, while Firefox is not. When our company first deployed Genesys, we had to use FF as an alt browser while an issue was being resolved. It worked but it was only allowed temporarily due to lack of controls. So, just curious how you're setup is configured and how the deploy is going since your December push.

Thanks a bunch for your insight on this thread! 

Good morning!

If you would even know how many hours we've put trying to solve this issue... Genesys support won't acknowledge any issue on their side and won't give any support.  

We end up trying Firefox and it fixed majority of our problem.  We wanted to be a temporary solution because we are using Chrome as our standard but the last word we got from Genesys is, if it works with firefox, use it.

So at the end, our conclusion is that it seems to be an issue with Chromium.  Since Chrome, Edge and desktop app use Chromium, Firefox is the only solution.

Since December, we didn't hear back from Genesys and we've started to deploy Firefox at large.

On our case, we are not using WebRTC, we have physical phone because we were not able to unblock (Security dept.) all ports needed for STUN protocol to work well. 

If you want more details of what we've tried or just want to talk, feel free to send me a private message!

Sylvain Richard

Same thing widespread here.  All orgs have cases of this.

Its been going on quite a while, we've had over 25 care cases open for the same issue..  SFDC Agent running Chrome in a Single Tab session, 3rd party cookie URLs added to the browser settings, as well as in Memory Saver to avoid memory free from the SFDC and Genesys , and remain those tabs as Active, 

Intermittently when an inbound call is alerting, the agent clicks the Pickup icon, and there is a spinning wheel, indicating delay / buffering of some type, then the Agent is placed into Not Responding.   Is able to go Back on Q, and get a successful call.  We see this over and over.   Wiresharks logs, Net Console, Zscaler ..etc.. all not giving any definitive reason.

Not to mention the annoying "The WebRTC window is unable to Display" error also wide spread over our environments.

Who has solved this ?   thanks

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?

Good morning,

We are managing it through policies, like we're doing with Chrome.  On our side, we instructed agent to work exclusively on Firefox for Genesys Cloud.  We forced the initial page to be GC as well.  Any other site they want to access needs to be through Chrome.

As a complement of information, since Monday this week we started to have lots of stability issue with GC, no matter which browser we access it. we had to open a case with Genesys.... again. 

Good Morning Sylvain,

 Question for you regarding your transition to Firefox - while you are deploying to your environment at large, are you managing the browser via policies etc the same way (I assume) you were in Chrome? I am wondering if any of those settings hold any bearing to the situation at hand, as I know our own Chrome browser is indeed managed, while Firefox is not. When our company first deployed Genesys, we had to use FF as an alt browser while an issue was being resolved. It worked but it was only allowed temporarily due to lack of controls. So, just curious how you're setup is configured and how the deploy is going since your December push.

Thanks a bunch for your insight on this thread! 

Good morning!

If you would even know how many hours we've put trying to solve this issue... Genesys support won't acknowledge any issue on their side and won't give any support.  

We end up trying Firefox and it fixed majority of our problem.  We wanted to be a temporary solution because we are using Chrome as our standard but the last word we got from Genesys is, if it works with firefox, use it.

So at the end, our conclusion is that it seems to be an issue with Chromium.  Since Chrome, Edge and desktop app use Chromium, Firefox is the only solution.

Since December, we didn't hear back from Genesys and we've started to deploy Firefox at large.

On our case, we are not using WebRTC, we have physical phone because we were not able to unblock (Security dept.) all ports needed for STUN protocol to work well. 

If you want more details of what we've tried or just want to talk, feel free to send me a private message!

Sylvain Richard

Same thing widespread here.  All orgs have cases of this.

Its been going on quite a while, we've had over 25 care cases open for the same issue..  SFDC Agent running Chrome in a Single Tab session, 3rd party cookie URLs added to the browser settings, as well as in Memory Saver to avoid memory free from the SFDC and Genesys , and remain those tabs as Active, 

Intermittently when an inbound call is alerting, the agent clicks the Pickup icon, and there is a spinning wheel, indicating delay / buffering of some type, then the Agent is placed into Not Responding.   Is able to go Back on Q, and get a successful call.  We see this over and over.   Wiresharks logs, Net Console, Zscaler ..etc.. all not giving any definitive reason.

Not to mention the annoying "The WebRTC window is unable to Display" error also wide spread over our environments.

Who has solved this ?   thanks

On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.

Has anyone else noticed this issue and, more importantly, found a solution?