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  • 1.  Long-Term Leave Agents = Not Responding

    Posted 27 days ago
    Edited by Kevin Jones 27 days ago

    On Jan 9, 2025 around 13:00 PST. at least 7 of our offline, long-term leave agents suddenly changed to "Not Responding". We are not sure what caused this and there are some concerns that it was triggered by an actual call but we can leave that aside for the moment. 

    We are wondering how to clear this status. We have tried as others suggested to unassign and reassign the queues and deactivate and reactivate the queues to no avail. It was also suggested to get the agents to just log in and clear the status but these agents are all on leave and that is not an option.

    Has anyone encountered this and been able to clear the erroneous status?

    Thanks in advance. 


    #Unsure/Other #Status_Change #Not_Responding
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    Kevin Jones
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  • 2.  RE: Long-Term Leave Agents = Not Responding

    Posted 27 days ago

    Hi Kevin,

    This would require a case with Customer Support.  They should be able to check the logs to see what caused this to happen and help clear these statuses.  You should provide the userIDs so they can investigate it further



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Long-Term Leave Agents = Not Responding

    Posted 27 days ago
    Edited by Kevin Jones 27 days ago

    Hello 

    We have submitted this (and the other incident posted) to Genesys via our Service Provider but we were only given the response noted above. Hence why I was reaching out to the community to see if other experienced this and how they handled it. 

    This is the formal Incident Report from Genesys: Analytics Views Showing Agents Not Responding

    As you can see, they say "The service team is unable to sanitize the agent data and customers will need to remove the agents from queues or have the agents log on to remove the not responding agent statuses from the analytics views" (emphasis mine)


    Thanks



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    Kevin Jones
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    Original Message


  • 4.  RE: Long-Term Leave Agents = Not Responding
    Best Answer

    Posted 23 days ago

    For anyone who finds this and is interested in a solution:

    • we found deactivating and even unassigning the queues will not remove the Not Responding status
    • what did work (given these agents are on long term leaves and unable to "login and remove the status" was:
      • take a quick record of all their current queue assignments set their accounts to Inactive
      • we then reactivated them and the Not Responding status was cleared
      • then we reassigned the queues

    it seems to clear their Not Responding status in the system.

    hope it helps others. 



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    Kevin Jones
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    Original Message


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