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  • 1.  Genesys Cloud Desktop App "Away" status

    Posted 16 days ago

    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 15 days ago

    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/
    ------------------------------



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

    GENESYS
    Posted 13 days ago

    Hello Katia,

    This is a known issue that is being investigated.



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



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

    Posted 12 days ago

    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

    Posted 12 days ago

    @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

    Posted 12 days ago

    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?



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



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

    Posted 12 days ago

    @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

    GENESYS
    Posted 11 days ago

    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.



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



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