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Periodic glitch deleting agents' logouts, affecting adherence. Happening more frequently...

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  • 1.  Periodic glitch deleting agents' logouts, affecting adherence. Happening more frequently...

    Posted 05-31-2022 14:19
    We are experiencing a glitch that deletes some agent logout times, affecting adherence. Usually, it occurs on a Saturday morning affecting some agents both Friday and into Saturday (though we're weekdays only). On 5/27, it happened Friday night; maybe a holiday weekend variation.

    We manually calculated changes in April and have been/will be doing the same in May. This is occurring more frequently and it takes a long time for Genesys to fix. (Last time they fixed one problem day, it negatively impacted 2 others which remain unfixed.) No word on permanent fix either. Has anyone else experienced this? TY


    #PerformanceManagement
    #WorkforceManagement

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Periodic glitch deleting agents' logouts, affecting adherence. Happening more frequently...
    Best Answer

    GENESYS
    Posted 05-31-2022 14:22
    Hi Beth

    In this case can I ask you to raise a case with product support? This isn't intended at all, login and logout come from our Analytics pipeline so it may require investigation.

    Cheers

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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  • 3.  RE: Periodic glitch deleting agents' logouts, affecting adherence. Happening more frequently...

    Posted 05-31-2022 14:37
    Hi Cameron!  Thanks for your quick response.  I usually go through our Cox Genesys people.  Yet, I'll pass this along directly to Genesys product support.

    Best wishes!

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    Beth O'Laughlin
    Cox Automotive Corporate Services, LLC
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