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------------------------------
Nitin Patil
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