Genesys Cloud - Main

Similar to the previous-day's status changes (posted here), on Jan 10, 2025 around 23:45 PST, we had at least 6 agents (who reported) in various activities suddenly changed to "Available" status. At least 4 agents were in interactions, 1 was on break and 2 were busy when their status changed.  

Did anyone else experience this glitch around that time on Jan 10? was this an update or ?

Thanks and take care

#Unsure/Other #Status

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Kevin Jones
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Similar to the previous-day's status changes (posted here), on Jan 10, 2025 around 23:45 PST, we had at least 6 agents (who reported) in various activities suddenly changed to "Available" status. At least 4 agents were in interactions, 1 was on break and 2 were busy when their status changed.  

Did anyone else experience this glitch around that time on Jan 10? was this an update or ?

Thanks and take care

#Unsure/Other #Status

------------------------------
Kevin Jones
------------------------------

I just had a user report to our IT Team, that he is seeing his status change automatically.  He will be On Queue and whether on a call or not, his status will randomly change to Available.  He said that this behavior just started recently.

Similar to the previous-day's status changes (posted here), on Jan 10, 2025 around 23:45 PST, we had at least 6 agents (who reported) in various activities suddenly changed to "Available" status. At least 4 agents were in interactions, 1 was on break and 2 were busy when their status changed.  

Did anyone else experience this glitch around that time on Jan 10? was this an update or ?

Thanks and take care

#Unsure/Other #Status

------------------------------
Kevin Jones
------------------------------

Hi Mike,

Could be a number of reasons, but best to raise a case on this one along with user IDs, time of occurrence, any related interaction IDs at the time of occurrence.

Console and network logs will also give good insight to this.

In the past where I have seen this, users were having network problems where they would briefly go offline, then default into the available status.

Even though on their screens, it appeared they were on queue/idle.

I just had a user report to our IT Team, that he is seeing his status change automatically.  He will be On Queue and whether on a call or not, his status will randomly change to Available.  He said that this behavior just started recently.

Similar to the previous-day's status changes (posted here), on Jan 10, 2025 around 23:45 PST, we had at least 6 agents (who reported) in various activities suddenly changed to "Available" status. At least 4 agents were in interactions, 1 was on break and 2 were busy when their status changed.  

Did anyone else experience this glitch around that time on Jan 10? was this an update or ?

Thanks and take care

#Unsure/Other #Status

------------------------------
Kevin Jones
------------------------------

Hello,

We have experienced the same issue on a regular basis. I'd be interested in following the case if one has been opened. Would that be possible for me?

Thank you,

Ledvina

Hi Mike,

Could be a number of reasons, but best to raise a case on this one along with user IDs, time of occurrence, any related interaction IDs at the time of occurrence.

Console and network logs will also give good insight to this.

In the past where I have seen this, users were having network problems where they would briefly go offline, then default into the available status.

Even though on their screens, it appeared they were on queue/idle.

I just had a user report to our IT Team, that he is seeing his status change automatically.  He will be On Queue and whether on a call or not, his status will randomly change to Available.  He said that this behavior just started recently.

Similar to the previous-day's status changes (posted here), on Jan 10, 2025 around 23:45 PST, we had at least 6 agents (who reported) in various activities suddenly changed to "Available" status. At least 4 agents were in interactions, 1 was on break and 2 were busy when their status changed.  

Did anyone else experience this glitch around that time on Jan 10? was this an update or ?

Thanks and take care

#Unsure/Other #Status

------------------------------
Kevin Jones
------------------------------

Hi Ledvina, It would not be possible for you to follow a case outside of your organization.  But would recommend you open a case if you have experienced the issue.
If anyone else has opened a case and wants to share findings and resolutions here to help the rest of the community that would also be appreciated

Hello,

We have experienced the same issue on a regular basis. I'd be interested in following the case if one has been opened. Would that be possible for me?

Thank you,

Ledvina

Hi Mike,

Could be a number of reasons, but best to raise a case on this one along with user IDs, time of occurrence, any related interaction IDs at the time of occurrence.

Console and network logs will also give good insight to this.

In the past where I have seen this, users were having network problems where they would briefly go offline, then default into the available status.

Even though on their screens, it appeared they were on queue/idle.

I just had a user report to our IT Team, that he is seeing his status change automatically.  He will be On Queue and whether on a call or not, his status will randomly change to Available.  He said that this behavior just started recently.

Similar to the previous-day's status changes (posted here), on Jan 10, 2025 around 23:45 PST, we had at least 6 agents (who reported) in various activities suddenly changed to "Available" status. At least 4 agents were in interactions, 1 was on break and 2 were busy when their status changed.  

Did anyone else experience this glitch around that time on Jan 10? was this an update or ?

Thanks and take care

#Unsure/Other #Status

------------------------------
Kevin Jones
------------------------------