We recently had a user show as Offline in Genesys despite being logged into Genesys and actively taking ACD calls. We currently have the MS Teams Integration built in our org. Genesys Support was able to investigate the logging for this user and determined that the system had received from the MS Teams integration an "OFFLINE" status and then a Genesys/PureCloud status "ON_QUEUE" 7 seconds later. Genesys did not properly overwrite the Teams status with the live Genesys status, though the Genesys status should always take precedence (Can I sync the presence between Microsoft Teams and Genesys Cloud? - Genesys Cloud Resource Center).
This has likely happened to a few users in our org, but it is intermittent and infrequent.
Genesys Support recommended that I post this issue in the developer community, so if anyone else has run into this issue or has any suggestions please let me know!
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William Sparapani
NA
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