Genesys Cloud - Main

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

Hello Rihab, 

Do you have the inactivity timeout enabled on your org? This is the only issue I can see on the org that can cause this behavior. 

Cheers, 

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

We have had similar issues where Chrome/Edge puts the tab to sleep after a while of inactivity, if your using the browser this could be the cause.

There is a setting that can be changed in Chrome/Edge to change this
In Chrome
Go to Settings
Performance
and disable the Memory Saver option (or add Genesys to the "Always keep these sites active" section)

In Edge
Go to Settings
System and Performance
the option is called "Save resources with sleeping tabs"

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

That setting has always worked for us in the past, but we've had a few users recently where it will still put the chrome tab to sleep. Windows 11 users, anyone else?

We have had similar issues where Chrome/Edge puts the tab to sleep after a while of inactivity, if your using the browser this could be the cause.

There is a setting that can be changed in Chrome/Edge to change this
In Chrome
Go to Settings
Performance
and disable the Memory Saver option (or add Genesys to the "Always keep these sites active" section)

In Edge
Go to Settings
System and Performance
the option is called "Save resources with sleeping tabs"

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.

Hello,

case in point: if agents receive no calls for a certain period of time, Genesys automatically switches to "out of queue". Can I disable this option?
We've noticed that if the Genesys window (reduced or full-screen window) is in the background and no action has been taken for more than 20 minutes, Genesys puts the agents in out-of-queue or disconnects if Genesys is not used for longer (~45 min).
We're in the back office managing tickets, so it doesn't ring much, but we have to be available in case of an incoming call. It's going to be complicated to tell agents to go back to Genesys every 15 minutes to do something.