We've had instances of this.
We are actually integrated with Salesforce, and people would also have Genesys Cloud open as well as the Genesys phone in salesforce, causing a 'multiple concurrent login' https://help.mypurecloud.com/faqs/why-do-multiple-concurrent-logins-cause-problems/#:~:text=Genesys%20Cloud%20does%20not%20support,app%20and%20in%20web%20app
So basically, you can only be logged in once in Genesys on your computer, and we were logged in twice, once in salesforce and once in Genesys.
Once people started using only one platform to answer calls, the issue went away.
Another thing could be Utilization in Genesys, they could be set up to be able to answer 2 calls at once possibly.
Hope that helps
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Glen Tylee
Fonterra
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Original Message:
Sent: 06-19-2022 02:22
From: Yvgeni Liberman
Subject: Users getting multiple calls
Hello Braiden,
Did You get any response from the support?
Our customers are also say's that it's happened
.
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Best regards,
Yvgeni Liberman
ITNAV-Pro Ltd.
Original Message:
Sent: 11-05-2021 11:21
From: Braiden Woodward
Subject: Users getting multiple calls
Has anyone experienced issues in the last week with agents getting multiple calls? We've had multiple orgs report it. We have cases with Customer Care but I wanted to see if others were also having this issue.
#Omni-ChannelDesktop/UserInterface
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Braiden Woodward
Foehn Ltd.
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