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  • 1.  Not Responding Status

    Posted yesterday

    Hello everyone.

    I am having an issue where agents get placed on the Not Responding status. Sometimes I manually switch the agent status on the dashboard until they receive a call but in some cases this doesn't work and so we have the following workaround:

    1. Log out the agent from Genesys.
    2. Delete cache and cookies from the browser
    3. Do a DNS cache flush
    4. log the agent from their users on the windows PC and log back in.

    Anybody else had something like this happen? Any tips?

    Our IT team is looking into this right now so I'll update this thread for the benefit of the community if we resolve this.


    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)

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    Juan C Rodriguez Bracero
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  • 2.  RE: Not Responding Status
    Best Answer

    Posted yesterday
    Hi Juan,
     
    I found a couple of similar discussions where the issue was ultimately related to connectivity rather than the Not Responding status itself.
     
    One additional thing worth checking is whether the affected agents have multiple active sessions. For example:
     
    Multiple browser tabs open
    Desktop app and browser running simultaneously
    The same user logged in from different devices
     
    Multiple concurrent sessions can lead to missed notifications and inconsistent behavior if they're not part of a supported configuration.
     
    If the affected users are using WebRTC, another useful step is running the built-in WebRTC Diagnostics (Calls → Phone Settings → Run Diagnostics).
     
    The diagnostics provide metrics such as packet loss, latency, jitter, and MOS, which can help identify underlying network issues.
     
     
    If the issue continues after verifying the agent sessions and reviewing the diagnostics, collecting HAR logs and browser console logs would be the next step.
     
    If the issue still cannot be isolated, it may be worth opening a Customer Care case so the support team can review the backend logs and investigate further:
     
    https://genesys.my.site.com/customercare/GenesysCommunityLogin
     
    It's great that your IT team is already investigating. Hopefully the WebRTC diagnostics and checking for multiple active sessions will help identify the root cause.
     
    Please keep us posted on what you find. It could be very helpful for others experiencing the same behavior.


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    Raphael Poliesi
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  • 3.  RE: Not Responding Status

    Posted 22 hours ago

    Hi Juan,

    Just to add to what Raphael has already said, we've seen similar behaviour in our environment as well. While we continued investigating the root cause, we implemented a workflow that detects agents entering the Not Responding state, automatically returns them to Idle, and sends a Slack notification to our support team. It doesn't address the underlying cause, but it has helped minimise the operational impact and reduced the need for manual intervention.

    In our case, we know Not Responding can occur if an agent doesn't answer an offered interaction, but we've also seen it occur unexpectedly due to what appeared to be connectivity or session-related issues. I'd be interested to hear what your IT team identifies as the root cause, so please keep us posted.



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    Phaneendra
    Technical Solutions Consultant
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