Genesys Cloud - Main

Hi,

I've noticed that sometimes I see a colleague's presence differently than they see it themselves. I even had a case where I could see one status for a colleague in her user details screen, and a different status when I looked at her in my favourites at the same time.

I initially thought both instances were bugs and opened a ticket with our provider. They told me that presence information is not real-time, and that the favourites functionality is being reworked in the new layout anyway.

This leaves me wondering how status/presence (like Busy, Away, Available) is synchronized between users. I would assume it's done via websockets and that the information is shared in (near) real-time between users. Even if a message is somehow missed, I would expect the client to periodically check for updates, so that status information would never remain stale for an hour - which is what we observed in the case of our colleague's presence in favourites.

Am I mistaken? Could someone explain how this works or how it is supposed to work?

Thank you for taking the time to read this, and thank you in advance for any reply.

Hello Martijn,

It is true that with the new UI being rolled out, the favorites section is going through some changes to the responsiveness of that section may be affected while the PM team works to get that updated for the new UI rollout. The Genesys Cloud platform does listen for updates from the cloud, but also pulls new info as you navigate from page to page, or section to section on the platform.

Hi,

I've noticed that sometimes I see a colleague's presence differently than they see it themselves. I even had a case where I could see one status for a colleague in her user details screen, and a different status when I looked at her in my favourites at the same time.

I initially thought both instances were bugs and opened a ticket with our provider. They told me that presence information is not real-time, and that the favourites functionality is being reworked in the new layout anyway.

This leaves me wondering how status/presence (like Busy, Away, Available) is synchronized between users. I would assume it's done via websockets and that the information is shared in (near) real-time between users. Even if a message is somehow missed, I would expect the client to periodically check for updates, so that status information would never remain stale for an hour - which is what we observed in the case of our colleague's presence in favourites.

Am I mistaken? Could someone explain how this works or how it is supposed to work?

Thank you for taking the time to read this, and thank you in advance for any reply.