Genesys Cloud - Main

Hello,

We are having issues with numerous agents where they have initiated a co-browse session and the interaction does not disconnect until hours later.  Some interactions need to be disconnected by the supervisor and some interactions show connected for hours even though the agent is actively taking new calls. I am interested to see if others have experienced this issue?

Thank you,

#Unsure/Other

------------------------------
Anna Kirkup
Tower Hill Insurance
System Administrator
------------------------------

Hello Anna,

That does sound odd. I checked internally and have not seen anything like that with the platform. If you are able to collect some console and network logs where this issue is occurring, please open a case with Customer Care to investigate this further.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------