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  • 1.  Something is triggering status changes to unavailable.

    Posted 09-02-2022 00:19
    No replies, thread closed.
    We have an issue with Adherence, and Genesys Cloud changing the status of an agent, approx 11/12 mins into their breaks/meetings etc.

    The below example is when Alia, put herself on Meal, then 12 mins in she went unavailable. 


    In another example on the same day, we have McKenzie, who went on Meal, then 11 mins in her status changed to Unavailable. 
    Then at the end of her lunch break she changed her status to Meeting. Then11 mins in, went unavailable. 


    Same day, we also have Maddi, 11 mins into her Meal status, changes to Unavailable. 


    Here on a different day, we have Sarah. 11mins into a meeting, then move to unavailable. 


    Has anyone else had this issue? 
    When people go on lunch and some meetings, they will lock their computers and go to another room. So they aren't at their computers when this is happening. Something must be triggering this. 

    I feel like we can't be the only ones getting this but I can't see any other posts about this on the forum. 

    Thanks for any guidance. 

    #Reporting/Analytics
    #SystemAdministration

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    Glen Tylee
    Fonterra
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  • 2.  RE: Something is triggering status changes to unavailable.

    Posted 09-02-2022 02:34
    Edited by Jeff Hoogkamer 09-02-2022 02:35
    No replies, thread closed.

    Hi Glen,

    Not sure if it's the same - but I have found that if using the Desktop app, the automatic 'Away (Idle)' will override the current status once the user walks away/locks their machine:

    Only other thing I can think of, is your computers are going into some form of sleep or lower power state, that is dropping the network connection and/or not allowing Genesys to stay in communication during this time.

    If you're able to watch what's happening live to the agent's presence/status during this 'Unavailable' time, you might be able to narrow it down:

    - if it's showing 'Idle (Away)'  then it's the auto status changer
    - if it's showing 'Offline' then it's possibly the low power/sleep dropping the network or limiting the apps from running in the background
    - if it's still showing the Meal/Meeting status - then I got no idea :D

    Cheers.

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    Jeff
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    Original Message


  • 3.  RE: Something is triggering status changes to unavailable.

    Posted 09-07-2022 10:10
    No replies, thread closed.
    We have the same issue but it changes it to Available.    So 10-15 mins on lunch, then it switches it to Available.   

    Also, if they close their laptop, instead of loggin out, it puts them in Available the following day.

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    Judith Jimenez
    CURE Auto Insurance
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    Original Message


  • 4.  RE: Something is triggering status changes to unavailable.

    Posted 09-07-2022 16:52
    No replies, thread closed.
    We are finding this same issue. A rep will go on lunch/break in Genesys and leave. They then come back to their desk to find that Genesys has changed their status to available.

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    Addison Hild
    Athene
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    Original Message


  • 5.  RE: Something is triggering status changes to unavailable.

    Posted 09-07-2022 16:30
    No replies, thread closed.
    We had this issue. And for us at least it was certainly the PC/Laptops going into power saving mode. Which for any other workplace is great, don't need network when you aren't at the laptop so switch that off and save on power which is good for the environment and on battery if using it unplugged so it lasts longer, its a feature. In a contact center that is less of a feature.

    It wasn't enough to just change the settings visible in the advanced power settings, we had to make some registry changes to make some additional power saving items available, and then change/disable those too.

    Specifically

    Registery key info:

     The Unattended Sleep Timeout is not displayed in the Advance Power Options by default, to display this, the Registry Key below needs to be modified setting the Attributes value to 2



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    Anton Vroon
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    Original Message


  • 6.  RE: Something is triggering status changes to unavailable.

    Posted 09-08-2022 20:00
    No replies, thread closed.

    Thanks for this. We had a suspicion that this was the case however our computers have a company policy that doesn't allow us to change power settings. 

    Also I believe our registry settings are set at a company policy possibly too. 

    So what I have done is gone through a few users, and changed their device settings. 

    Went to Universal Serial Bus controllers>Properties>Power Management and unticked 'allow computer to turn off this device to save power'. 

    Also went to Network>Adaptors>Wifi...>Advanced> MIMO Power Save Mode>Value: No SMPS. Thinking this will also stop a wifi disconnection when locked too. 

    If that doesn't work then I'll have to go through the registry change you mentioned above. 



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    Glen Tylee
    Fonterra
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    Original Message


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