Genesys Cloud - Main

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.

Hi John,

From my understanding, persistent connection itself should not normally change an agent from Not Responding back to Available.

Genesys documents that Not Responding occurs when an agent declines or does not answer an interaction within the alerting timeout period, and the interaction is returned to the queue:
https://help.mypurecloud.com/faqs/what-does-not-responding-mean/

I would expect the agent to remain in Not Responding until they or a supervisor/system action changes it. If it is consistently moving back to Available after exactly five minutes, I'd check whether there is any automation/API process, integration, or supervisor action changing presence, and if nothing obvious appears, raise it with Genesys Support.

Persistent connection may affect call connection behaviour, but I wouldn't expect it to reset the agent's presence by itself.

Hope this helps.

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.

Thank you, everyone.

I understand it is likely not persistent connection.  Given that:

What would cause someone to go from not responding to available after five minutes if they are not at their desk?

Hi John,

From my understanding, persistent connection itself should not normally change an agent from Not Responding back to Available.

Genesys documents that Not Responding occurs when an agent declines or does not answer an interaction within the alerting timeout period, and the interaction is returned to the queue:
https://help.mypurecloud.com/faqs/what-does-not-responding-mean/

I would expect the agent to remain in Not Responding until they or a supervisor/system action changes it. If it is consistently moving back to Available after exactly five minutes, I'd check whether there is any automation/API process, integration, or supervisor action changing presence, and if nothing obvious appears, raise it with Genesys Support.

Persistent connection may affect call connection behaviour, but I wouldn't expect it to reset the agent's presence by itself.

Hope this helps.

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.

Should enabling persistent connection affect agent status? One of our agents forgot to turn off the queue when they went to lunch. They transitioned to Not Responding after missing an offered call, but after five minutes it reset status to available.  Is this behavior normal or the result of a misconfiguration and/or a problem with persistent connection?  I understand managers can set status for someone, but this appears to be different than the expected behavior from the manager.