Genesys Cloud - Main

Hello, 

We are seeing that with our auto-answer feature that if an agent does not speak with in a specific amount of time, the customer is transferred back into the queue. Is this supposed to happen? My understanding is that once the interaction was connected to the agent it would not push back to the queue. 

#Routing(ACD/IVR)

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Cory E Vance
Digital Optimization Manager
OSF Healthcare
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Olá @Cory E Vance. Isso mesmo, se o autoatendimento estiver habilitado para a entidade pessoa ou para a entidade fila, não deveria acontecer da interação retornar para a fila. Acontece que, na tela do agente, a interação é alertada e se estes parâmetros não estiverem ligados, parece que a interação retornou a fila. Na tela de atividade de fila, enquanto a interação não for atendida, ela permanecerá aguardando atendimento.

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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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I have never seen this happen.  The only time this does is if agent a tries to transfer the call to agent b and they don't answer it comes back to the original agent or queue if they are then busy.  the only other time is if Genesys is trying to connect to the WebRTC phone and can't it will go back to the queue and the agent would be "not responding"

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Andy Jackson
Senior Unified Communications Engineer
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Hello Cory,

Typically once the call is established with the agent, it will remain with the agent until they disconnect or transfer the call. I've not seen any behavior like that in the past. It sounds like there may be a connection/network issue for that agent and the call is being sent back to the queue for an agent to connect to. 

If this is easily replicated, I would recommend troubleshooting that agent's connection.

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Jason Kleitz
Online Community Manager/Moderator
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