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  • 1.  Call jump to another queue even though agents on queue || Not responding status

    Posted 01-28-2024 11:25
    No replies, thread closed.

    Hi All,

              Advance thank you!,

    Agents are taking call on Genesys embedded widget phone. Enabled autoanswer and agents have been taking consecutive calls while call alert to agent then calls jump to another queue. For interaction shows as not responding status. We are not sure why it's happened?

     


    #Unsure/Other

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    Karthi Elumalai
    Servion Global Solutions Inc.
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  • 2.  RE: Call jump to another queue even though agents on queue || Not responding status

    Posted 01-29-2024 10:13
    No replies, thread closed.

    Hi Karthi,

     Is it that your agents are prompted to either Answer or Decline the call, and when clicking Answer, it is unresponsive, so the call rolls and the agent is put in not responding? If so, we have had this issue on more than one occasion. The most recent cause is related to Windows and Microphone drivers with headsets. In our case, we had to have agents run the diagnostics found under the phone settings to confirm that Genesys wanted to enable a microphone, that was already enabled in the settings. At that point, our IT team took over and resolved the Windows issues. 

    If this is not your situation, could you please elaborate a bit on what the agents are experiencing or provide any screenshots etc? 



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    Cori
    Telecommunications Engineer
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  • 3.  RE: Call jump to another queue even though agents on queue || Not responding status

    Posted 01-29-2024 14:36
    No replies, thread closed.

    We enabled autoanswer for all users. Call alert/rang to agent less than a sec( < 1 Sec) call jump to another queue.  We did not change config/re-login/reload browser user started taking call without any change. I could find any clue network and console logs.



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    Karthi Elumalai
    Servion Global Solutions Inc.
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    Original Message


  • 4.  RE: Call jump to another queue even though agents on queue || Not responding status
    Best Answer

    Posted 01-30-2024 08:32
    No replies, thread closed.

    You may be interested in this thread from earlier this year - https://community.genesys.com/discussion/not-responding

    There are some points to consider, and the culprit for their agents going into not responding turned out to be that there was not enough Edges set up to handle their current spike in call volume



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    Bethany Han
    Business Application Expert
    Blue Cross and Blue Shield of North Carolina
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