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  • 1.  Genesys message to the agent scheduled to be in the queue two minutes earlier than their original time (schedule time)?

    Posted 01-14-2025 11:19
    No replies, thread closed.

    Does anybody know why some agents get a message in Genesys saying they are scheduled to be in the queue two minutes earlier than their original time?


    #TimeOff/HRIS

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    Najah Murad
    na
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  • 2.  RE: Genesys message to the agent scheduled to be in the queue two minutes earlier than their original time (schedule time)?

    Posted 01-15-2025 09:23
    Edited by Jay Langsford 01-15-2025 09:23
    No replies, thread closed.

    Possible clock drift from the agents' machines? Not sure of your OS etc., but do you run time syncing between machines? Later notifications than expected, I would say is network or service contention. Earlier notifications than expected, would indicate clock drift. The same notification events feed real-time adherence so if an earlier exception is not showing there, then another sign pointing to agent machine clock drift.



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Genesys message to the agent scheduled to be in the queue two minutes earlier than their original time (schedule time)?

    Posted 01-15-2025 14:40
    No replies, thread closed.

    We have seen the issue as well, exactly 2 mins before they were scheduled. Only 1 person has actually reported it. We had them take screenshots of their system time when it popped up and their system was showing two minutes before their scheduled time as well. It happened multiple days but they haven't reported it in a while. Wasn't sure exactly if it was using the computer system time or some hidden time and didn't pursue the issue any further. 



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    Brad Goff
    Workforce Management Business Analyst
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