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User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

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  • 1.  User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-02-2022 11:33
    No replies, thread closed.
    Genesys CX/PureCloud

    Our Call Center managers have some agents performing double duty, they instructed them to log into their profile using the Google Chrome Web Browser to go on Queue and take calls, they also instructed them to log in to their profile using Microsoft Edge to work in WFM setting schedules, etc. for other agents.

    these agents are having intermittent trouble with answering queue calls......


    It was my understanding that if a user were log into their profile using two different browsers at the same time it would cause issues, and that it is not supported by Genesys,

    is this still true or did I totally misunderstand this in the first place?

    Thank you
    #Unsure/Other

    ------------------------------
    Michael Schimento
    Zenith Insurance Company
    ------------------------------


  • 2.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-03-2022 04:17
    No replies, thread closed.
    You are correct, logging in with two different instances is not recommended by Genesys.

    Why are they doing that, though? Why can't they just use one browser?

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------

    Original Message


  • 3.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-03-2022 06:30
    No replies, thread closed.

    To be honest, I am not sure why they told the agent to work that way? I need to look further into it.

     

    Thank you

     

     

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


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    Original Message


  • 4.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-03-2022 06:36
    No replies, thread closed.
    Here is the Genesys documentation about multiple concurrent log-ins. It isn't that comprehensive but might be helpful in presenting a case to change this agent behaviour: Why do multiple concurrent Genesys Cloud logins cause problems? - Genesys Cloud Resource Center (mypurecloud.com)

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------

    Original Message


  • 5.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-03-2022 06:44
    No replies, thread closed.
    Thank you, I shared the document link with them yesterday. I always try to double check on the community pages in case something has changed and I missed a notice that may have been sent out..............

    always great info shared here......

    ------------------------------
    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


  • 6.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 05:43
    No replies, thread closed.
    We have agents doing this as well.  Because - they use an integrated CTI client with the CRM for screen pops, but it does not allow visibility of 'my queues' and many of our agents are in multiple queues.   We have yet to find a solution for this, so agents continue to do it, even though it's not supported or recommended by Genesys.  Our resourcing/WFM team has also agreed that the agents should have this visibility.  We've yet to find a successful workaround. "Ideally" it would be nice if the agents could have a log in into the Genesys browser client that would not consume a WebRTC device, and we have some senior level managers trying to 'design' workarounds to accomplish this.

    ------------------------------
    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------

    Original Message


  • 7.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 08:52
    No replies, thread closed.
    Totally agree. There is a huge need. For example when an agent is at same time Supervisor and need to hare the Performance View or a Dashboard open in 2 Tabs..
    When a call is received both tab are refreshed. This is incredible since now the agent have Pulse and WDE on Engage and they can check both.

    ------------------------------
    Gennaro Montanino
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    Original Message


  • 8.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 09:59
    No replies, thread closed.
    If it is just dashboard-type data that is needed and forces a second GC instance, there are some pretty nice dashboard options in the Partner channel that could allow a working supervisor to keep an eye on things without a second GC instance running.  Maybe applies for some, but then again, maybe not.  :-)

    ------------------------------
    Dan DeSive
    Acendas Travel
    ------------------------------

    Original Message


  • 9.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 10:04
    No replies, thread closed.
    Are referring to the application foundry?   Do you know of some we could look into?

    ------------------------------
    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------

    Original Message


  • 10.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 10:09
    No replies, thread closed.
    Yes, have a look at this, I am anyway:  https://www.mypureinsights.com/freetrial/  I use their historical toolset to blend contact center data with other data sources and it's awesome from the perspective of using participant data to slice and dice data from the contact center. But, I am also looking at their dashboards since the Dashboards native to Genesys leave some things to be desired (although I understand there are improvements in the pipeline).

    ------------------------------
    Dan DeSive
    Acendas Travel
    ------------------------------

    Original Message


  • 11.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 13:49
    No replies, thread closed.
    Please stop to make advertisement to apps in the AppFoundry. doesn't help the discussion. Pay external software to overcome some Genesys limitation is not an intelligent way.

    ------------------------------
    Gennaro Montanino
    ------------------------------

    Original Message


  • 12.  RE: User/Agent Logged into profile using Google Chrome and Microsoft Edge at the same time

    Posted 05-04-2022 13:56
    No replies, thread closed.
    Or just stop helping.  No worries.  I'm out. 



    ------------------------------
    Dan DeSive
    Acendas Travel
    ------------------------------

    Original Message


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