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  • 1.  Genesys Cloud Desktop App "Away" status

    Posted 03-28-2024 14:00

    I am connected to Genesys Cloud using the Desktop App. My status was changes to Away after my PC was locked, but when I check my profile panel, I can't see a status selection: 

    I wonder if this behavours is expected?

    Thank you!


    #Unsure/Other

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    Katia Miezza
    C1
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  • 2.  RE: Genesys Cloud Desktop App "Away" status

    Posted 03-29-2024 10:14

    Hi Katia,

    This is a system comportment default of Genesys Cloud Desktop.

    https://help.mypurecloud.com/articles/presence-status-and-activity-indicators/

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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  • 3.  RE: Genesys Cloud Desktop App "Away" status

    GENESYS
    Posted 04-01-2024 09:37

    Hello Katia,

    This is a known issue that is being investigated.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 4.  RE: Genesys Cloud Desktop App "Away" status

    Posted 04-02-2024 08:05

    Is this related to the same issue that happens when agents on on Meal and their status is changed?  If so, is there a date for a fix?



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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  • 5.  RE: Genesys Cloud Desktop App "Away" status

    Top 25 Contributor
    Posted 04-02-2024 09:20

    @Brian Dupuis  Is this the same known issue from 2022?  https://community.genesys.com/discussion/something-is-triggering-status-changes-to-unavailable?_ga=2.102646465.1140769497.1712059262-1210443296.1712059262#bm015c5224-81a6-4b7b-acf4-3e954c91554f



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 6.  RE: Genesys Cloud Desktop App "Away" status

    Top 25 Contributor
    Posted 04-02-2024 08:41

    We have recently had a few people with that Meal-Changed-To-Away issue.  So, that is a know issue being worked on?  Is there a group ticket number for that?  Or do we need to open our own?



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 7.  RE: Genesys Cloud Desktop App "Away" status

    Posted 04-02-2024 09:00

    @gina palmer - there was a long string of comments regarding this a while back, for us, it has been happening a very long time, I attached some of the conversation about this issue, but I would say, yes, it is a known issue.

    https://community.genesys.com/discussion/something-is-triggering-status-changes-to-unavailable?_ga=2.102646465.1140769497.1712059262-1210443296.1712059262#bm015c5224-81a6-4b7b-acf4-3e954c91554f



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------



  • 8.  RE: Genesys Cloud Desktop App "Away" status
    Best Answer

    GENESYS
    Posted 04-03-2024 09:16

    I would encourage you to report that issue through the Care organization so it can be appropriately routed. There are a number of presence-related things being investigated at the moment that might all be largely related, but it never hurts to make explicit note of the individual things so nothing gets lost in the mix.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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