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  • 1.  GENESYS automatically switches to "out of queue"

    Posted 08-26-2024 08:44
    No replies, thread closed.

    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.


    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Rihab
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  • 2.  RE: GENESYS automatically switches to "out of queue"

    Posted 08-26-2024 10:13
    No replies, thread closed.

    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, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: GENESYS automatically switches to "out of queue"

    Posted 08-26-2024 10:27
    No replies, thread closed.

    Hello,

    the Inactivity Timeout in not enabled on my org.



    ------------------------------
    Rihab
    ------------------------------

    Original Message


  • 4.  RE: GENESYS automatically switches to "out of queue"

    Posted 08-26-2024 16:40
    No replies, thread closed.

    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"



    ------------------------------
    Cameron Stone
    KiwiBank
    ------------------------------



  • 5.  RE: GENESYS automatically switches to "out of queue"

    Posted 08-27-2024 01:05
    No replies, thread closed.

    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?



    ------------------------------
    Mikaylah Smith
    ------------------------------

    Original Message


  • 6.  RE: GENESYS automatically switches to "out of queue"

    Posted 08-27-2024 08:11
    No replies, thread closed.

    I wonder if the Windows 11 "efficiency mode" could be the one to blame. I've noticed it putting Chrome and some other apps in efficiency mode, which will downgrade those apps as far as priority and QoS.



    ------------------------------
    Mladen Pauler
    Alight Solutions LLC
    ------------------------------

    Original Message


  • 7.  RE: GENESYS automatically switches to "out of queue"

    Posted 08-27-2024 02:28
    No replies, thread closed.

    Hi Rihab,

    we had this problem with the desktop-app: If our laptops switched to standby, the user left the queue. Solution was to configure the energy settings of the laptops. Energy-saving functions for the network adapter can cause trouble, too.

     And please check the admin --> organisation settings --> Settings --> "enable inactivity timeout"-setting.



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------



  • 8.  RE: GENESYS automatically switches to "out of queue"
    Best Answer

    Posted 08-27-2024 16:10
    No replies, thread closed.

    Hello, We had observed similar issues because Chrome was putting the Tab in sleep mode. As noted by other users, please check and disable any Power saving settings on the browser, computer even the Network card. 

    For instance, for Chrome browser, you can also use the following URL chrome://discards/

    1. Go to chrome://discards/ (open as a URL).
    2. Find the Genesys Cloud tab of interest.
    3. Look at the "Auto Discardable" column, click "Toggle" to disable it.
    4. Under the Actions column, if you see the word "Load" enabled it means that tab has been put in sleep mode.

    Regards



    ------------------------------
    Camilo Montes
    i3Vision Technologies Inc.
    ------------------------------



  • 9.  RE: GENESYS automatically switches to "out of queue"

    Posted 09-04-2024 13:33
    No replies, thread closed.

    We had a similar scenario where agents are using the Genesy cloud widget in Salesforce, they are working in sales force and on queue but all of the sudden their status is changed. Someone mention that the version of chrome must be update as the thrid-party partitioning storage was change and we need to set it to disable. But this has not fixed the issue. 



    ------------------------------
    [Jesus] [Vallejo]
    [Schneider Electric]
    [Nuevo Leon][Mexico]
    ------------------------------



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