Genesys Cloud - Main

Agents getting "You are currently not responding" while a call is trying to reach them. We can see in the realtime dashboards that the call is "Alerting" and then it just RONAs to the next available agent.

Under Genesys CX interactions we can see the two agents the first one with a few seconds and the second one that actually received the call.

In sales force we are getting the case under the first agent and not the actual agent that handled the call.

Has anyone encountered this issue and has figured out a solution?

#Omni-ChannelDesktop/UserInterface

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Cisco Amaya
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Hello Cisco,

Unfortunately there are a number of things that could cause agents to be marked as NOT RESPONDING in Genesys Cloud. One of the common causes is due to a network issue. This can range from firewall or cloud proxy rules that are interfering with the traffic to and from Genesys Cloud, agents not clicking the answer button, or even issues with the agent's internet connecting at their home. In order to troubleshoot the issue, you will need to collect console and network logs of the issue happening and raise a case with Customer Care.

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Jason Kleitz
Online Community Manager/Moderator
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