We use Genesys API calls to report the timestamp set by Genesys status changes to determine hours worked. We tested the Web application with a small set of managers and determined the Web application did not track status changes as reliably as desktop. That may have been due to browser tab timeout or sporadic network disruption or some other factor.
Both the real-time and historical adherence data will not match what the agent is actually doing. This is not on every interaction, but around 1/5 of the interactions. For instance, the agent will be on a queue assigned call.
This is an example of the timeline of events:
- The agent receives and answers an interaction
- The agent then starts working out of a different Internet web page/tab
- After an extended amount of time (sometimes 5 minutes, sometimes 30 minutes, etc), the agent is still working with the caller but has not returned to the Genesys Web application.
- Adherence changes the user's status to out of adherence due to inactivity.
- This will be visible in both the real-time and historical adherence reports.
- After some time, the agent returns to the caller and eventually ends the call.
- Adherence captures this date, but the inactivity (out of adherence) is still in the reports.
Basically, it seems as if the communication between the web browser and Genesys Cloud is interrupted or terminated since the tab or Internet Page has been inactive for an extended period of time.
Update:
After our test we discovered the browser tab may be timing out / sleeping after a period of inactivity… Next time we try this, we will ensure the agent browser settings are as follows :
- 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"
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Donald McClendon
State of Florida - Department of Economic Opportunity
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Original Message:
Sent: 08-29-2024 09:46
From: Mladen Pauler
Subject: Genesys Cloud desktop application
We did have a small number of users report some Genesys Cloud audio issues since upgrading to Windows 11 and for some of them the Desktop version has been more stable, for others it made no difference.
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Mladen Pauler
Alight Solutions LLC
Original Message:
Sent: 08-28-2024 07:53
From: Mike McCleery
Subject: Genesys Cloud desktop application
When using the web version as a "web app", have you noticed any issues or differences between it and simply accessing the web version on the browser? We recently switched from the desktop version to the web version due to the constant need to update the desktop app and our agents are saying calls are dropping more frequently. However, we also switched to Windows 11, we use Microsoft Teams and our agents are fully remote. It's been difficult to say where exactly the "issues" are coming from.
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Mike McCleery
CLEAResult Consulting Inc.
Original Message:
Sent: 08-27-2024 08:25
From: Mladen Pauler
Subject: Genesys Cloud desktop application
We have been a "desktop version only" for awhile, but decided to try the web version. With web version, if you are doing screen recording you will need the Genesys Cloud Background Assistant in order for screen recording to work, and GCBA will need to be updated (every couple of months it seems).Web version seems more susceptible to timeouts and issues with memory usage.
We are also using the web version as a "web app" so it gets its own icon and opens in its own "space." However, due to all the issues mentioned above, we still have the desktop version as a second choice for our agents.
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Mladen Pauler
Alight Solutions LLC
Original Message:
Sent: 08-26-2024 07:53
From: Rihab BEN MALEK
Subject: Genesys Cloud desktop application
Hello,
What are your recommendations for using the Genesys Cloud desktop application versus the web browser? Are there specific advantages or best practices for each? What are the advantages and disadvantages of each?
Thank you
#ArchitectureandDesign
#Implementation
#PlatformAdministration
#QualityManagement
#SystemAdministration
#Unsure/Other
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Rihab
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