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System is pushing agents into "available" or 'offline" state like a Time Out, affecting adherence

  • 1.  System is pushing agents into "available" or 'offline" state like a Time Out, affecting adherence

    Posted 11-01-2023 12:08

    System is pushing agents into "available" or 'offline" state like a Time Out, affecting adherence

    • System is not configured with an inactivity time out
    • Moving agents to available or offline at different timing, some at 14 minutes others not until 30-60 minutes
    • This has happened on multiple occasions not just a particular day/date range
    • Only happens when in Off Queue States/Statuses
    • Agents are using Web Browser in a single tab
    • Not locking their computer manually but does eventually lock; does locking affect the web browser in the same way it affects the desktop application? 


    #Workforce Engagement Management

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: System is pushing agents into "available" or 'offline" state like a Time Out, affecting adherence

    Posted 11-01-2023 13:21

    Hi Shelby, 

    If this is happening consistently when agents PC's are locking I would check with your internal IT department to see if the Windows Settings disconnect the wifi when the PC sleeps. We had that issue and maintaining the wifi connection while asleep fixed it. 



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    Aaron Buckley
    Breezeline
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    Original Message


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