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  • 1.  Missed call alert and call count as an offered call

    Posted 21 days ago

    Hello Team,

    We are receiving reports from agents regarding an issue where calls are being missed after a very short alert, and in some instances, agents are not receiving any alert at all before the call is missed.

    We have raised this concern with Genesys under case #0003980284, and we have already completed all the troubleshooting steps suggested by their team.

    From the timeline, we can see that the call is offered to the agent and, after a brief alert, it is transferred to another agent. However, the issue is still occurring randomly.

    Could you please advise if there is any permanent resolution or recommended next steps for this issue?

    Thank you.

    Regard's

    Nitin Patil


    #Omni-ChannelDesktop/UserInterface

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    Nitin Patil
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  • 2.  RE: Missed call alert and call count as an offered call

    Posted 20 days ago

    Hi,

    Something similar happened in our environment. Agents were receiving a very short alert for incoming interactions, but when we checked the agent timeline, the system showed that the alert had actually been presented for 15 seconds and the agent still did not answer.

    After investigating, we realized that the issue was related to network instability or connectivity problems on the agent's side, which caused the alert not to appear properly or to appear for a much shorter time than what was recorded by the system.

    The approach we used to mitigate the issue was:

    • Increasing the alert time in the queue, giving agents more time to receive and see the incoming interaction.

    • Or enabling auto-answer for those agents who experience this issue and do not reliably receive the alert.

    These measures helped significantly reduce the number of missed interactions caused by network-related issues.



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    Alesson Santos
    Mid-Level Developer
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    Original Message


  • 3.  RE: Missed call alert and call count as an offered call

    Posted 20 days ago

    Thanks Santos for sharing details, will implement above suggested solution. 



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    Nitin Patil
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    Original Message


  • 4.  RE: Missed call alert and call count as an offered call

    Posted 20 days ago

    Thank you! Helped me understand an scenario I was facing.



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    Daniel Souza
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    Original Message


  • 5.  RE: Missed call alert and call count as an offered call
    Best Answer

    Posted 20 days ago

    I'd like to add a few quick points that might also help with this type of issue:

    • We have seen short or missing alerts caused not only by network instability, but also by desktop/browser performance issues (high CPU/RAM usage or extensions interfering with the UI).
    • It's also useful to verify latency to the Genesys Cloud region, as high latency can cause delays between the system offering the call and the alert rendering on the agent's side.
    • Additionally, reviewing routing settings (e.g., fast bullseye ring degradation or strict no-answer timers) can help ensure calls aren't moved away too quickly.

    If the case is open with Genesys, providing browser console logs and agent timeline samples usually speeds up root-cause analysis.



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


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