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  • 1.  WD issue - Showing agent as logged out when not

    Posted 12-21-2021 17:06
    No replies, thread closed.
    Hi all,

    We have an issue at present where random agents appear to be logged out for random lengths of time in WDE.

    I finally managed to re-create this issue by being logged in myself to WDE.

    My workitem status changed to "LoggedOut" and all the status options available to me had become greyed out, so not selectable.  Upon running a report on my not ready and logged in/logged out status for this period it had me as logged out.

    Any idea what this could be?

    Thanks!
    Tony
    #Unsure/Other

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    Tony
    Analyst
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  • 2.  RE: WD issue - Showing agent as logged out when not

    Posted 12-21-2021 17:36
    No replies, thread closed.
    Hi Tony

    You've posted this to the Genesys Cloud CX community rather than for Engage on premises.  If you haven't already, post it over there but it may pay to also add in there a bit more information, eg are you using SIP Endpoint with WDE or something else?  Keeping in mind there are some WDE options that automatically put you to logged out status around headset or endpoint disconnects.  You may need to grab SIP Server and WDE/SIP Endpoint logs and raise a case to Genesys.

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    Vaun McCarthy
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  • 3.  RE: WD issue - Showing agent as logged out when not

    Posted 12-21-2021 18:07
    No replies, thread closed.
    Hi Vaun,

    Thanks for this :) 

    Apologies, I wasn't sure which form to put it in, so I just had a guess!

    I will re-post in the engage on premises forum!

    Thanks
    Tony

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    Anthony
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    Original Message


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