Genesys Cloud - Main

Apologies if this is the wrong place to post this but has anyone encountered issues with agents randomly not being able to pick up a contact for one of the following reasons

• The agent is notified of a contact coming in but there is no answer button to press to answer the Call or Chat.
• The agent is notified of a contact coming in and there is an answer button but when pressing it, it doesn't answer the call or Chat.
• There is no ringing or notification on the agent's desktop to let them know a Call or Chat has come in.

The call will time out and move to the next available agent, but the SLA has been breached by this time. Have logged cases and collected logs, but the issue is very intermittant, so capturing this is difficult. Genesys see no issues with the handover and suggest it may be network or environmental on the agent side. I dont really want to accept that this 'sometimes happens'.

Any ideas of experience of this

#Unsure/Other

------------------------------
Neal Cross
------------------------------

And just to confirm I have been a user of Genesys CX Cloud for approx 12 months and this issue started around 6 months ago

------------------------------
Neal Cross
------------------------------

Hello Neal,

A common cause for this can be having multiple concurrent logins for Genesys Cloud: Why do multiple concurrent Genesys Cloud logins cause problems? so it is worth checking how the agents are connecting to and using the system.

It can also be very frustrating to pinpoint a cause without the logs, have you considered enabling Enable automatic Scheduled log capture for users, this may help capture what is causing this and you can provide the logs to Genesys Product Support to investigate if an example is captured.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 06-19-2025 03:40
From: Neal Cross
Subject: Unable to Answer Contacts

And just to confirm I have been a user of Genesys CX Cloud for approx 12 months and this issue started around 6 months ago

------------------------------
Neal Cross
------------------------------

Re the multiple concurrent logins part, these agents are getting one instance of this occurring and all other contacts throughout the day have no issue. Then another agent will have the issue but again not again for a few days. They are not logging out and back in again, so not sure its to do with concurrent logins. 

The issue with running Enable automatic Scheduled log capture for users, is that I dont know when its going to happen, so would need to have this running all the time. Would this have a detrimental effect on their session having log capture turned on indefinately

------------------------------
Neal Cross
------------------------------

Original Message:
Sent: 06-19-2025 08:32
From: Samuel Jillard
Subject: Unable to Answer Contacts

Hello Neal,

A common cause for this can be having multiple concurrent logins for Genesys Cloud: Why do multiple concurrent Genesys Cloud logins cause problems? so it is worth checking how the agents are connecting to and using the system.

It can also be very frustrating to pinpoint a cause without the logs, have you considered enabling Enable automatic Scheduled log capture for users, this may help capture what is causing this and you can provide the logs to Genesys Product Support to investigate if an example is captured.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------


Original Message:
Sent: 06-19-2025 03:40
From: Neal Cross
Subject: Unable to Answer Contacts

And just to confirm I have been a user of Genesys CX Cloud for approx 12 months and this issue started around 6 months ago

------------------------------
Neal Cross

This definitely happens to us sometimes. It should not be a constantly re-occurring issue from my experience. It's either a localized issue with the agent or the occasional rare outage (you would know if this was the case by now).

General troubleshooting includes:

• Ask yourself:
  • Is it just one agent? Multiple?
  • Does it occur every call?
  • Is my agent on Wi-Fi or ethernet?
  • Have I run a speed test with them?
  • Have they had past internet issues?
  • Does my agent hardware / internet meet the requirements? Genesys Cloud system requirements - Genesys Cloud Resource Center
  • Are they on a VPN? 
    • If so, have you / network team reviewed IP addresses for the firewall allowlist - Genesys Cloud Resource Center?
• Clearing the browser cache, or trying another browser temporarily
  • Browser outdated?
• Watching network logs, which more often than not gives you a direct idea of the issue.
  • Run Wireshark for additional logging
• Run the network readiness tool on their machine Genesys Cloud Network Readiness Assessment Tool
• Run the WebRTC test. Included in above link but not letting me login for some reason. It does exist though.
• Remove all roles from profile and re-add
• Remove WebRTC / hard-phone from profile, re-add or re-create.
• Completely nuke profile and re-create
• Isolate their machine being the issue by putting them in a virtual machine temporarily
• Isolate their profile being the issue by having them login on your machine and take a few calls
• What you don't want to hear - many times, the issue just "disappears". 

When opening a care ticket, regardless of how difficult the issue is to capture, care basically always requires network and console logs (can be frustrating, I know). We also typically provide video evidence to further strengthen our case.

I'm sure I missed something, but this is a good general start. It's just a matter of putting the right pieces together and I'd imagine you'll find your resolution with one or a combination of these steps.

------------------------------
Caleb Smith
.
------------------------------

Some answers to the questions;

General troubleshooting includes:

• Ask yourself:
  • Is it just one agent? Multiple? Multiple
  • Does it occur every call? No, an agent can receive one and not receive another one for a week, so totally random
  • Is my agent on Wi-Fi or ethernet? Has happened for agent on both, also in office and WFH
  • Have I run a speed test with them? No, but other agents on same network have no issues
  • Have they had past internet issues? No
  • Does my agent hardware / internet meet the requirements? Yes, standard builds across all agents and countries Genesys Cloud system requirements - Genesys Cloud Resource Center
  • Are they on a VPN? Can be, or ethernet in an office 
    • If so, have you / network team reviewed IP addresses for the firewall allowlist - Genesys Cloud Resource Center?
• Clearing the browser cache, or trying another browser temporarily Have tried Chrome and Edge, same outcome
  • Browser outdated? No, standard in company updates ensuring constant versions
• Watching network logs, which more often than not gives you a direct idea of the issue. No more clues
  • Run Wireshark for additional logging Not done as is so random that I would have to do this on all agents, and concerned about network issues running wireshark for extended period
• Run the network readiness tool on their machine Genesys Cloud Network Readiness Assessment Tool
• Run the WebRTC test. Included in above link but not letting me login for some reason. It does exist though. Yes, all OK in every instance
• The following set of tasks is not something I have done, its only random calls so why would this help stop them when all other calls are OK
  • Remove all roles from profile and re-add
  • Remove WebRTC / hard-phone from profile, re-add or re-create.
  • Completely nuke profile and re-create
  • Isolate their machine being the issue by putting them in a virtual machine temporarily
  • Isolate their profile being the issue by having them login on your machine and take a few calls
• What you don't want to hear - many times, the issue just "disappears". Yes, always

------------------------------
Neal Cross
------------------------------

Original Message:
Sent: 06-19-2025 08:56
From: Caleb Smith
Subject: Unable to Answer Contacts

This definitely happens to us sometimes. It should not be a constantly re-occurring issue from my experience. It's either a localized issue with the agent or the occasional rare outage (you would know if this was the case by now).

General troubleshooting includes:

• Ask yourself:
  • Is it just one agent? Multiple?
  • Does it occur every call?
  • Is my agent on Wi-Fi or ethernet?
  • Have I run a speed test with them?
  • Have they had past internet issues?
  • Does my agent hardware / internet meet the requirements? Genesys Cloud system requirements - Genesys Cloud Resource Center
  • Are they on a VPN? 
    • If so, have you / network team reviewed IP addresses for the firewall allowlist - Genesys Cloud Resource Center?
• Clearing the browser cache, or trying another browser temporarily
  • Browser outdated?
• Watching network logs, which more often than not gives you a direct idea of the issue.
  • Run Wireshark for additional logging
• Run the network readiness tool on their machine Genesys Cloud Network Readiness Assessment Tool
• Run the WebRTC test. Included in above link but not letting me login for some reason. It does exist though.
• Remove all roles from profile and re-add
• Remove WebRTC / hard-phone from profile, re-add or re-create.
• Completely nuke profile and re-create
• Isolate their machine being the issue by putting them in a virtual machine temporarily
• Isolate their profile being the issue by having them login on your machine and take a few calls
• What you don't want to hear - many times, the issue just "disappears". 

When opening a care ticket, regardless of how difficult the issue is to capture, care basically always requires network and console logs (can be frustrating, I know). We also typically provide video evidence to further strengthen our case.

I'm sure I missed something, but this is a good general start. It's just a matter of putting the right pieces together and I'd imagine you'll find your resolution with one or a combination of these steps.

------------------------------
Caleb Smith
.
------------------------------

The following set of tasks is not something I have done, its only random calls so why would this help stop them when all other calls are OK

Just as random as the issues are too these troubleshooting steps. I don't know the why, but I do know in my years of experience these steps have commonly led to resolutions. The two isolation steps are last resorts. 

Genesys has random, unexplainable bugs. I actually have two tickets open for some right now that can't be reproduced = case closed.

At this point though, I would think about reaching out to my account manager to escalate the case.

------------------------------
Caleb Smith
IGS Energy
------------------------------

Original Message:
Sent: 06-19-2025 10:00
From: Neal Cross
Subject: Unable to Answer Contacts

Some answers to the questions;

General troubleshooting includes:

• Ask yourself:
  • Is it just one agent? Multiple? Multiple
  • Does it occur every call? No, an agent can receive one and not receive another one for a week, so totally random
  • Is my agent on Wi-Fi or ethernet? Has happened for agent on both, also in office and WFH
  • Have I run a speed test with them? No, but other agents on same network have no issues
  • Have they had past internet issues? No
  • Does my agent hardware / internet meet the requirements? Yes, standard builds across all agents and countries Genesys Cloud system requirements - Genesys Cloud Resource Center
  • Are they on a VPN? Can be, or ethernet in an office 
    • If so, have you / network team reviewed IP addresses for the firewall allowlist - Genesys Cloud Resource Center?
• Clearing the browser cache, or trying another browser temporarily Have tried Chrome and Edge, same outcome
  • Browser outdated? No, standard in company updates ensuring constant versions
• Watching network logs, which more often than not gives you a direct idea of the issue. No more clues
  • Run Wireshark for additional logging Not done as is so random that I would have to do this on all agents, and concerned about network issues running wireshark for extended period
• Run the network readiness tool on their machine Genesys Cloud Network Readiness Assessment Tool
• Run the WebRTC test. Included in above link but not letting me login for some reason. It does exist though. Yes, all OK in every instance
• The following set of tasks is not something I have done, its only random calls so why would this help stop them when all other calls are OK
  • Remove all roles from profile and re-add
  • Remove WebRTC / hard-phone from profile, re-add or re-create.
  • Completely nuke profile and re-create
  • Isolate their machine being the issue by putting them in a virtual machine temporarily
  • Isolate their profile being the issue by having them login on your machine and take a few calls
• What you don't want to hear - many times, the issue just "disappears". Yes, always

------------------------------
Neal Cross
------------------------------


Original Message:
Sent: 06-19-2025 08:56
From: Caleb Smith
Subject: Unable to Answer Contacts

This definitely happens to us sometimes. It should not be a constantly re-occurring issue from my experience. It's either a localized issue with the agent or the occasional rare outage (you would know if this was the case by now).

General troubleshooting includes:

• Ask yourself:
  • Is it just one agent? Multiple?
  • Does it occur every call?
  • Is my agent on Wi-Fi or ethernet?
  • Have I run a speed test with them?
  • Have they had past internet issues?
  • Does my agent hardware / internet meet the requirements? Genesys Cloud system requirements - Genesys Cloud Resource Center
  • Are they on a VPN? 
    • If so, have you / network team reviewed IP addresses for the firewall allowlist - Genesys Cloud Resource Center?
• Clearing the browser cache, or trying another browser temporarily
  • Browser outdated?
• Watching network logs, which more often than not gives you a direct idea of the issue.
  • Run Wireshark for additional logging
• Run the network readiness tool on their machine Genesys Cloud Network Readiness Assessment Tool
• Run the WebRTC test. Included in above link but not letting me login for some reason. It does exist though.
• Remove all roles from profile and re-add
• Remove WebRTC / hard-phone from profile, re-add or re-create.
• Completely nuke profile and re-create
• Isolate their machine being the issue by putting them in a virtual machine temporarily
• Isolate their profile being the issue by having them login on your machine and take a few calls
• What you don't want to hear - many times, the issue just "disappears". 

When opening a care ticket, regardless of how difficult the issue is to capture, care basically always requires network and console logs (can be frustrating, I know). We also typically provide video evidence to further strengthen our case.

I'm sure I missed something, but this is a good general start. It's just a matter of putting the right pieces together and I'd imagine you'll find your resolution with one or a combination of these steps.

------------------------------
Caleb Smith
.