Hi, Tom, good to hear from you.
The symptoms make me wonder if something is possibly messed up with the user's SSO credentials/token.
Can you DM me with the user's name and an approximate date/time of an occurrence?
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 07-03-2025 15:04
From: Tom Rothstein
Subject: Auto Off-Queue
Hi George, I worked with you during stand up of our Genesys platform several years ago. I have a single user that when she toggles to on queue, it stays for just a couple seconds and goes back to off queue. We have been troubleshooting this for months. We have eliminated connectivity issues, desktop issues, checked permissions, had her log into her machine in another environment, removed her profile and reestablished it. She is a member of the queue, queues are activated, they have the appropriate skills, others in her group configured with the exact same roles/permissions are not having a problem. We are really at the end of our rope and need some expertise. I know you were very helpful on the technical side when you worked with our org to get this stood up. The only hint I can give you was about six months or more ago, she changed jobs and when she began working for the new group, she was unable to keep the on queue active, and it persists to this day.
PLEASE HELP! We are out of ideas. Thanks.
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Tom Rothstein
Original Message:
Sent: 03-11-2020 09:43
From: George Ganahl
Subject: Auto Off-Queue
You would need to open a case with Care for them to look into the back-end logs and see if the agent's client lost communication with the cloud for an extended period, or some other event happened to cause the Off Queue.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 03-02-2020 06:06
From: Ali Aljohani
Subject: Auto Off-Queue
Dears,
One of our customers has reported recently that a one agent at a time goes "Off-Queue" suddenly.
This has happened in different days, and different agents have experienced this.
I found in the community people had raised this issue in the past, but unfortunately, no one presented the solution.
Your advice would be helpful.
Best regards,
#Omni-ChannelDesktop/UserInterface
#QualityManagement
#Reporting/Analytics
#Routing(ACD/IVR)
#Unsure/Other
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Ali Aljohani
Hadef Information Technology Co.
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