Genesys Cloud - Main

I have a client who has a disconnect between the state/status showing in their Agent Status widget on the dashboard and what the agent's ACTUAL status.  Any idea why this is happening? Actual status is Meal, Agent Status widget is showing "Not Responding."

#Reporting/Analytics

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Shelby Cronk
ConvergeOne, Inc.
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Hi, we have also two customers with the same issue, Dashboard does not show the real/current agent status. Anyone else having this issue?

so far it is not happening for all supervisors, but it happens often for 3 supervisors, we're trying to troubleshoot and isolate this case

1. trying with different browsers or asking the supervisor to use the application
2. if using the browser, we're checking if the browser has any feature to disable the tab or go to sleep after inactivity time
3. Validate if the global option 'Enable Inactivity Timeout' is turned on and if the value is too short. Admin > Organization Settings > Settings
4. See if there is a difference if user logs in with Genesys account and not the SSO account.
5. Reviewing logs

At this point still analysing results, no conclusions yet.  I have a case with Genesys support.

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Camilo Montes
i3Vision Technologies Inc.
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