Greetings, we are seeing agents record more Interacting time than Logged In time. In one example, an agent logged a full day of Interacting time with zero logged in time. Is there a specific area we can investigate in our setup? Or do we need to evaluate how agents are logging off for the day? Furthermore, if an agent is somehow routed an Interaction or blind transferred one, will this change their queue status to Interacting?

#Unsure/Other

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John Ohlund
Newfold Digital
------------------------------

The first one looks like someone who did not log out the night before so showing more time than the interactions they are on.  The second one did not log in but left an interaction open from the day before without disconnecting it.  

Greetings, we are seeing agents record more Interacting time than Logged In time. In one example, an agent logged a full day of Interacting time with zero logged in time. Is there a specific area we can investigate in our setup? Or do we need to evaluate how agents are logging off for the day? Furthermore, if an agent is somehow routed an Interaction or blind transferred one, will this change their queue status to Interacting?

#Unsure/Other

------------------------------
John Ohlund
Newfold Digital
------------------------------

Hi @Robert Wakefield-Carl, thank you for the feedback. My telecom team was reviewing these examples and seemed to think there were no active interactions left open. I guess where I am confused is, if an agent logs off, can/should Genesys end any interactions for that agent automatically. Or at least give us the option to set that up, if it is not already available.

The first one looks like someone who did not log out the night before so showing more time than the interactions they are on.  The second one did not log in but left an interaction open from the day before without disconnecting it.  

Greetings, we are seeing agents record more Interacting time than Logged In time. In one example, an agent logged a full day of Interacting time with zero logged in time. Is there a specific area we can investigate in our setup? Or do we need to evaluate how agents are logging off for the day? Furthermore, if an agent is somehow routed an Interaction or blind transferred one, will this change their queue status to Interacting?

#Unsure/Other

------------------------------
John Ohlund
Newfold Digital
------------------------------

Hi @John Ohlund,

Have you tried enabling organization level setting "End Interactions Automatically when Agents Logoff" ? (Enable communication level After Call Work and automatic callbacks - Genesys Cloud Resource Center (mypurecloud.com))

Alternatively you could configure mandatory time-boxed ACW, to ensure that interactions are closed automatically after specified ACW time and agents are available again. (Configure after call work settings - Genesys Cloud Resource Center (mypurecloud.com))

Best,

Hi @Robert Wakefield-Carl, thank you for the feedback. My telecom team was reviewing these examples and seemed to think there were no active interactions left open. I guess where I am confused is, if an agent logs off, can/should Genesys end any interactions for that agent automatically. Or at least give us the option to set that up, if it is not already available.

The first one looks like someone who did not log out the night before so showing more time than the interactions they are on.  The second one did not log in but left an interaction open from the day before without disconnecting it.  

Greetings, we are seeing agents record more Interacting time than Logged In time. In one example, an agent logged a full day of Interacting time with zero logged in time. Is there a specific area we can investigate in our setup? Or do we need to evaluate how agents are logging off for the day? Furthermore, if an agent is somehow routed an Interaction or blind transferred one, will this change their queue status to Interacting?

#Unsure/Other

------------------------------
John Ohlund
Newfold Digital
------------------------------

Hi @John Ohlund,

Have you tried enabling organization level setting "End Interactions Automatically when Agents Logoff" ? (Enable communication level After Call Work and automatic callbacks - Genesys Cloud Resource Center (mypurecloud.com))

Alternatively you could configure mandatory time-boxed ACW, to ensure that interactions are closed automatically after specified ACW time and agents are available again. (Configure after call work settings - Genesys Cloud Resource Center (mypurecloud.com))

Best,

Hi @Robert Wakefield-Carl, thank you for the feedback. My telecom team was reviewing these examples and seemed to think there were no active interactions left open. I guess where I am confused is, if an agent logs off, can/should Genesys end any interactions for that agent automatically. Or at least give us the option to set that up, if it is not already available.

The first one looks like someone who did not log out the night before so showing more time than the interactions they are on.  The second one did not log in but left an interaction open from the day before without disconnecting it.  

Greetings, we are seeing agents record more Interacting time than Logged In time. In one example, an agent logged a full day of Interacting time with zero logged in time. Is there a specific area we can investigate in our setup? Or do we need to evaluate how agents are logging off for the day? Furthermore, if an agent is somehow routed an Interaction or blind transferred one, will this change their queue status to Interacting?

#Unsure/Other

------------------------------
John Ohlund
Newfold Digital
------------------------------

@Georgy Rudnev - I confirmed with my internal team that we have the options recommended above set accordingly. Is there any upcoming feature or change in Genesys Cloud, by chance, that could re-route any active call from an agent if they log off? The "End Interactions Automatically when Agents Logoff" feature only applies to interactions in the ACW state. Part of our concern is if an agent experiences a power interruption or network issue, interactions could hang without the ability to route to an active agent. Our previous on-premise Genesys was able to facilitate this.

Regards,

------------------------------
John Ohlund
Newfold Digital
------------------------------

Original Message:
Sent: 05-02-2024 03:28
From: Georgy Rudnev
Subject: Agent Interacting Status More Than Logged In Time

Hi @John Ohlund,

Have you tried enabling organization level setting "End Interactions Automatically when Agents Logoff" ? (Enable communication level After Call Work and automatic callbacks - Genesys Cloud Resource Center (mypurecloud.com))

Alternatively you could configure mandatory time-boxed ACW, to ensure that interactions are closed automatically after specified ACW time and agents are available again. (Configure after call work settings - Genesys Cloud Resource Center (mypurecloud.com))

Best,

------------------------------
Georgy Rudnev
Genesys - Employees

Original Message:
Sent: 05-01-2024 13:43
From: John Ohlund
Subject: Agent Interacting Status More Than Logged In Time

Hi @Robert Wakefield-Carl, thank you for the feedback. My telecom team was reviewing these examples and seemed to think there were no active interactions left open. I guess where I am confused is, if an agent logs off, can/should Genesys end any interactions for that agent automatically. Or at least give us the option to set that up, if it is not already available.

------------------------------
John Ohlund
Newfold Digital

Original Message:
Sent: 04-29-2024 20:36
From: Robert Wakefield-Carl
Subject: Agent Interacting Status More Than Logged In Time

The first one looks like someone who did not log out the night before so showing more time than the interactions they are on.  The second one did not log in but left an interaction open from the day before without disconnecting it.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 04-29-2024 14:23
From: John Ohlund
Subject: Agent Interacting Status More Than Logged In Time

Greetings, we are seeing agents record more Interacting time than Logged In time. In one example, an agent logged a full day of Interacting time with zero logged in time. Is there a specific area we can investigate in our setup? Or do we need to evaluate how agents are logging off for the day? Furthermore, if an agent is somehow routed an Interaction or blind transferred one, will this change their queue status to Interacting?

#Unsure/Other

------------------------------
John Ohlund
Newfold Digital
------------------------------