Numerous callers report hearing the beginning (hold music, custom prompt, etc.) of our various in-queue flows momentarily before being connected with an On Queue agent who was availble from the start.

If Genesys Cloud knows there are agents On Queue, why does the call still get handed off to the in-queue flow?

Is there anyway to remedy this, other than adding a second or two of blank audio at the start of every in-queue flow?

Does anyone else experience this?

We are a FedRAMP customer and have already discovered numerous quirks with this environment; maybe this is another one.

Yes, putting a couple of seconds of blank audio in the In-queue flow should take care of this.  This sounds more like your agents are delayed in getting the call.  Are they using persistent connections for their WebRTC phones or auto-answer?

Numerous callers report hearing the beginning (hold music, custom prompt, etc.) of our various in-queue flows momentarily before being connected with an On Queue agent who was availble from the start.

If Genesys Cloud knows there are agents On Queue, why does the call still get handed off to the in-queue flow?

Is there anyway to remedy this, other than adding a second or two of blank audio at the start of every in-queue flow?

Does anyone else experience this?

We are a FedRAMP customer and have already discovered numerous quirks with this environment; maybe this is another one.

Only one of our customers uses auto-answer, but we do have Persistent Connection set for all the phones, which does seem to help in general.

For those who get comlaints, I'll just keep adding some blank audio at the front of the in-queue flow.

Thanks!

Yes, putting a couple of seconds of blank audio in the In-queue flow should take care of this.  This sounds more like your agents are delayed in getting the call.  Are they using persistent connections for their WebRTC phones or auto-answer?

Numerous callers report hearing the beginning (hold music, custom prompt, etc.) of our various in-queue flows momentarily before being connected with an On Queue agent who was availble from the start.

If Genesys Cloud knows there are agents On Queue, why does the call still get handed off to the in-queue flow?

Is there anyway to remedy this, other than adding a second or two of blank audio at the start of every in-queue flow?

Does anyone else experience this?

We are a FedRAMP customer and have already discovered numerous quirks with this environment; maybe this is another one.