Genesys Cloud - Main

Hi,

One possibility is that you're seeing a difference between the user's Presence status and their Routing Status. The search results and the user profile may not always be displaying the same status, and there can also be brief synchronization or caching delays between different parts of the UI.

I'd recommend first refreshing the browser and clearing the browser cache. It would also be worth testing in an incognito/private browsing window to rule out any client-side caching issues.

If you've already tried these steps and the issue is still occurring consistently across multiple users or browsers, I'd recommend opening a Customer Care case so Support can investigate whether this is expected behavior or a synchronization issue. When opening the case, include screenshots and, if possible, HAR files and console logs to help speed up the investigation.

Customer Care: https://help.mypurecloud.com/articles/contact-customer-care/

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Raphael Poliesi
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Hi Richard,

From my understanding this is actually documented behaviour. The official Genesys Cloud documentation confirms that when an agent's status shows as Offline, if they have a non-WebRTC phone configured as their default phone, they can still answer incoming calls and remain on queue. This is why you are seeing Offline in the search bar but On Queue on the agent tile.

Worth checking what phone type Kelly has configured as their default phone - if it is a non-WebRTC phone such as a physical desk phone or remote number, this would explain the behaviour entirely.

Hope this helps!

Reference: https://help.genesys.cloud/articles/presence-status-and-activity-indicators/

Hi Phaneendra,

Thank you for your response. All of the agents that I am seeing this for have WebRTC phones. They are on queue and able to get calls but if some looks them up to see if they are available, they get the false negative.

Thanks

Hi Richard,

From my understanding this is actually documented behaviour. The official Genesys Cloud documentation confirms that when an agent's status shows as Offline, if they have a non-WebRTC phone configured as their default phone, they can still answer incoming calls and remain on queue. This is why you are seeing Offline in the search bar but On Queue on the agent tile.

Worth checking what phone type Kelly has configured as their default phone - if it is a non-WebRTC phone such as a physical desk phone or remote number, this would explain the behaviour entirely.

Hope this helps!

Reference: https://help.genesys.cloud/articles/presence-status-and-activity-indicators/

Hi Richard,

Thanks for confirming. Since the affected agents are On Queue and continuing to receive calls normally, it sounds like the issue is limited to how the user's presence is being displayed in the directory search rather than an actual routing problem.

Given that this is only affecting some users and results in a false Offline status, I think the safest approach would be to open a Genesys Product Support case. They should be able to determine whether this is a synchronization issue or an unexpected UI behaviour.

It would also be helpful to include a few affected user IDs, timestamps, and the screenshots you've shared to assist with the investigation.

Hopefully they can identify the root cause.

Hi Phaneendra,

Thank you for your response. All of the agents that I am seeing this for have WebRTC phones. They are on queue and able to get calls but if some looks them up to see if they are available, they get the false negative.

Thanks

Hi Richard,

From my understanding this is actually documented behaviour. The official Genesys Cloud documentation confirms that when an agent's status shows as Offline, if they have a non-WebRTC phone configured as their default phone, they can still answer incoming calls and remain on queue. This is why you are seeing Offline in the search bar but On Queue on the agent tile.

Worth checking what phone type Kelly has configured as their default phone - if it is a non-WebRTC phone such as a physical desk phone or remote number, this would explain the behaviour entirely.

Hope this helps!

Reference: https://help.genesys.cloud/articles/presence-status-and-activity-indicators/

Hi Phaneendra,

Thank you for the tips. I will continue to gather more information and open a case with Genesys support. I just thought that was strange and was curious whether or not other people experience the same thing.

Thanks!

Hi Richard,

Thanks for confirming. Since the affected agents are On Queue and continuing to receive calls normally, it sounds like the issue is limited to how the user's presence is being displayed in the directory search rather than an actual routing problem.

Given that this is only affecting some users and results in a false Offline status, I think the safest approach would be to open a Genesys Product Support case. They should be able to determine whether this is a synchronization issue or an unexpected UI behaviour.

It would also be helpful to include a few affected user IDs, timestamps, and the screenshots you've shared to assist with the investigation.

Hopefully they can identify the root cause.

Hi Phaneendra,

Thank you for your response. All of the agents that I am seeing this for have WebRTC phones. They are on queue and able to get calls but if some looks them up to see if they are available, they get the false negative.

Thanks

Hi Richard,

From my understanding this is actually documented behaviour. The official Genesys Cloud documentation confirms that when an agent's status shows as Offline, if they have a non-WebRTC phone configured as their default phone, they can still answer incoming calls and remain on queue. This is why you are seeing Offline in the search bar but On Queue on the agent tile.

Worth checking what phone type Kelly has configured as their default phone - if it is a non-WebRTC phone such as a physical desk phone or remote number, this would explain the behaviour entirely.

Hope this helps!

Reference: https://help.genesys.cloud/articles/presence-status-and-activity-indicators/

Hi Pierre,

My company has been experiencing issues with the Presence status and their Routing Status not matching. One example, is that the agent see's On Queue on their screen  but if you check their Status/TimeLine Detail it will should other status such as Break or Meal. We have verified the differences by screen recordings when agent were still getting Queue calls during the time frame
We currently have a ticket open with Genesys but the issue is they are requesting live logs of these instances, but they are usually not known until after the fact since the agent is working and taking calls. 
All they can say is there maybe a package drop and that the two are not synching but can not advise anything else. It has become very frustrating .

Hope this helps!

Jessica 

Hi Phaneendra,

Thank you for the tips. I will continue to gather more information and open a case with Genesys support. I just thought that was strange and was curious whether or not other people experience the same thing.

Thanks!

Hi Richard,

Thanks for confirming. Since the affected agents are On Queue and continuing to receive calls normally, it sounds like the issue is limited to how the user's presence is being displayed in the directory search rather than an actual routing problem.

Given that this is only affecting some users and results in a false Offline status, I think the safest approach would be to open a Genesys Product Support case. They should be able to determine whether this is a synchronization issue or an unexpected UI behaviour.

It would also be helpful to include a few affected user IDs, timestamps, and the screenshots you've shared to assist with the investigation.

Hopefully they can identify the root cause.

Hi Phaneendra,

Thank you for your response. All of the agents that I am seeing this for have WebRTC phones. They are on queue and able to get calls but if some looks them up to see if they are available, they get the false negative.

Thanks

Hi Richard,

From my understanding this is actually documented behaviour. The official Genesys Cloud documentation confirms that when an agent's status shows as Offline, if they have a non-WebRTC phone configured as their default phone, they can still answer incoming calls and remain on queue. This is why you are seeing Offline in the search bar but On Queue on the agent tile.

Worth checking what phone type Kelly has configured as their default phone - if it is a non-WebRTC phone such as a physical desk phone or remote number, this would explain the behaviour entirely.

Hope this helps!

Reference: https://help.genesys.cloud/articles/presence-status-and-activity-indicators/