Some agents are in calls with customers, while others are on Available or Busy and not doing anything with Genesys at the time besides simply being logged in. Most use the Salesforce embedded client. February 14th was the last time it occurred. We have noticed the issue on Jan 31 and Feb 5, 8, 13, 14. Generally this has occurred between 1pm-3:30pm ET. It has happened to those in the office and working remotely, as well as across Canada, at the same time.
Genesys logging unfortunately does not capture anything in the embedded client, but we have it enabled for some users anyways since the odd time someone will be in the Genesys Cloud site as well. We also had people enable browser logging in the afternoon last week, but then the issue did not occur. It's a long time to be logging in the browser due to the sporadic nature.
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Jennifer DiCesare
Esri Canada
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Original Message:
Sent: 02-26-2024 11:47
From: George Ganahl
Subject: Recurring Mass Agent Logout
Are the agents busy using the client when the logout happens?
What client do they use?
When is the last day and time it happened (and time zone)?
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 02-26-2024 11:35
From: Jennifer DiCesare
Subject: Recurring Mass Agent Logout
Thanks Vaun and Breno. Due to it being a bit sporadic in the time and day, it's hard to capture browser logs. We have taken the advice and try to have people enable browser logging each afternoon in hopes of capturing the event at some point.
Our IT has yet to find any event that happens causing the issue, and there is no consistent issue in the Windows Event Viewer logs either. I appreciate the note on the Event Viewer logs though, since we hadn't checked that one!
It's a bit of a conundrum as to what is happening still.
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Jennifer DiCesare
Esri Canada
Original Message:
Sent: 02-15-2024 10:00
From: Breno Canyggia Ferreira Marreco
Subject: Recurring Mass Agent Logout
Hi Jennifer,
One time ago I had this problem; the root cause was the Scan of antivirus software, during scan the desktop had upped used Memory and Disk...
But the appointment of @Vaun McCarthy is correct, you'll need to extract logs to look over your case.
Open the case with the Support Team and your internal Team to verify internally for scheduling, updates, etc problems. The event view of the system operation and console logs browser will help you.
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 02-14-2024 13:37
From: Jennifer DiCesare
Subject: Recurring Mass Agent Logout
We have been experiencing a recurring mass agent logout for the past 2-3 weeks every 1-4 days. Approximately 50 agents are logged out of Genesys at the same time between 1pm-3pm ET. This is around 75% of our logged in agents and is incredibly disruptive as entire queues have no agents available and there is no notification meaning we sometimes don't realize the problem has occurred for 5-30 minutes.
Has anyone experienced this before? Any insight into what we can check (within Genesys or our own internal infrastructure)? The network, internet, and VPN do not seem to be an issue here.
Thanks is advance,
Jennifer
#Unsure/Other
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Jennifer DiCesare
Esri Canada
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