Genesys Cloud - Main

Hi Rohan,

This can happen if the agent is logged in to multiple instances of GC. e.g. logged into the SF plugin and has other Genesys Cloud instances open.

Why do multiple concurrent Genesys Cloud logins cause problems?

If you are able to replicate the issue and capture logs, care should be able to help clarify what is causing the issue

Hi Rohan,

This can happen if the agent is logged in to multiple instances of GC. e.g. logged into the SF plugin and has other Genesys Cloud instances open.

Why do multiple concurrent Genesys Cloud logins cause problems?

If you are able to replicate the issue and capture logs, care should be able to help clarify what is causing the issue

hi! For us same issue occurs when agent work on messaging - they even keep chatting with the customer but interaction still appear on hold. Also logged in a case with Genesys, but never got anywhere - they ask for logs, but we couldn't replicate the issue to collect the logs. @Samuel Jillard do you think it could be the same root cause with multiple instances of logging in? does it apply if it's the same browser?

hi! For us same issue occurs when agent work on messaging - they even keep chatting with the customer but interaction still appear on hold. Also logged in a case with Genesys, but never got anywhere - they ask for logs, but we couldn't replicate the issue to collect the logs. @Samuel Jillard do you think it could be the same root cause with multiple instances of logging in? does it apply if it's the same browser?

hi! For us same issue occurs when agent work on messaging - they even keep chatting with the customer but interaction still appear on hold. Also logged in a case with Genesys, but never got anywhere - they ask for logs, but we couldn't replicate the issue to collect the logs. @Samuel Jillard do you think it could be the same root cause with multiple instances of logging in? does it apply if it's the same browser?

@Ekaterina Kononova Please check the utilization of the user. Chat cant get interrupted by other incoming media types.

Rohan

hi! For us same issue occurs when agent work on messaging - they even keep chatting with the customer but interaction still appear on hold. Also logged in a case with Genesys, but never got anywhere - they ask for logs, but we couldn't replicate the issue to collect the logs. @Samuel Jillard do you think it could be the same root cause with multiple instances of logging in? does it apply if it's the same browser?

Hi! 

@Daniel Possekel, no this is not our experience. I explained the opposte where messaging is routed to an agent, agent actually interaction with the customer, but at the same time entire handle time is in "hold". 

@Rohan Kundu, thanks! Yes, that is exactly the setting we have 2 messaging interactions at a time. But it doesn't justify the issue I have described. Normally if agent works on an interaction the handle segment shows "interact" not "hold". 

@Samuel Jillard, thanks! I will connect with my support team and ask what was the latest reply from Genesys Customer Care. It's a tough ride with them, quite often. They don't have a good explanation or suggest possible root-causes, only ask for logs :D Thanks again anyways :)

@Ekaterina Kononova Please check the utilization of the user. Chat cant get interrupted by other incoming media types.

Rohan

hi! For us same issue occurs when agent work on messaging - they even keep chatting with the customer but interaction still appear on hold. Also logged in a case with Genesys, but never got anywhere - they ask for logs, but we couldn't replicate the issue to collect the logs. @Samuel Jillard do you think it could be the same root cause with multiple instances of logging in? does it apply if it's the same browser?

Hi Kate,

Sorry to hear that.  If you can get the case number I can take a look.

The logs are the easiest way to diagnose what is happening in this scenario, although are harder to get when its an intermittent issue.  I don't want to jump to conclusions, but it could be that the agent has a separate tab open for each interaction and when returning to an interaction, the notification socket has dropped so isn't updating the interaction or status correctly.

Hi! 

@Daniel Possekel, no this is not our experience. I explained the opposte where messaging is routed to an agent, agent actually interaction with the customer, but at the same time entire handle time is in "hold". 

@Rohan Kundu, thanks! Yes, that is exactly the setting we have 2 messaging interactions at a time. But it doesn't justify the issue I have described. Normally if agent works on an interaction the handle segment shows "interact" not "hold". 

@Samuel Jillard, thanks! I will connect with my support team and ask what was the latest reply from Genesys Customer Care. It's a tough ride with them, quite often. They don't have a good explanation or suggest possible root-causes, only ask for logs :D Thanks again anyways :)

@Ekaterina Kononova Please check the utilization of the user. Chat cant get interrupted by other incoming media types.

Rohan

hi! For us same issue occurs when agent work on messaging - they even keep chatting with the customer but interaction still appear on hold. Also logged in a case with Genesys, but never got anywhere - they ask for logs, but we couldn't replicate the issue to collect the logs. @Samuel Jillard do you think it could be the same root cause with multiple instances of logging in? does it apply if it's the same browser?