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Agents being forced off queue

  • 1.  Agents being forced off queue

    Posted 01-12-2023 06:18
    We are getting reports of a lot of agents being forced off queue. These are a mixture of home and office workers and it has been happening continually over the last few days. Is anyone else getting this?

    I have logged a call with support but nothing from them yet.
    #Telephony
    #Unsure/Other

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    Andrew Lewis
    Health Management Ltd
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  • 2.  RE: Agents being forced off queue

    Posted 01-12-2023 07:33
    I haven't seen anything like this in my org. But i'll definitely keep an eye out!

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    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
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    Original Message


  • 3.  RE: Agents being forced off queue

    Posted 01-12-2023 12:11

    We have been having this same issue.  Mixture of remote and on-prem agents are seeing this regularly for the past week.



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    Chris Townsend
    Intermountain Healthcare Services
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    Original Message


  • 4.  RE: Agents being forced off queue

    Posted 01-13-2023 04:29
    which Org?

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    Gennaro Montanino
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    Original Message


  • 5.  RE: Agents being forced off queue

    Posted 01-13-2023 07:59
    Good Morning Andrew-

    To clarify, by being forced off queue, do you mean their status is changed to available or meal/break rather than being on queue? If so, we have experienced that for a long time. We found that it has to do with how the agent changes their status - we had to make special instructions to help minimize. It still randomly happens including signing them on in the middle of the night at times. We are 100% remote. I included our instructions for an example

    Steps for changing ALL statuses but for simplicity only listing breaks/meals here (This includes meetings, training, etc)

    #1 Log In as 'available'

    #2 Go 'on queue'

    #3 When going to break or meal

    • Go to 'available'
    • Then go to 'break/meal'

    #4 When coming back from break/meal

    • Go to 'available'
    • Then go back 'on queue'

    #5 When logging out for the day

    • Go to 'available'
    • Then 'log out'

    If they use the app vs web version, they have to do a 6th step 

    You will then need to completely close the Genesys app. This is done by right clicking on the Genesys icon under hidden icons. Please see instructions below. When logging back on in the morning, you will just need to click the icon on your task bar to open it back up.
    oene : ggsbpyy 440F Sunn/ A Clcucl - No Unread Messages 1125/2022
    Show Genesys Cloud Preferences Downl cads Refresh Help About Advanced Preferences Check For Updates Quit



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    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse, LLC
    clindquist@companynurse.com
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    Original Message


  • 6.  RE: Agents being forced off queue

    Posted 01-17-2023 19:01
    Edited by Kun Jin Rhee 01-17-2023 19:04
    In Step 6 above (for the Genesys Cloud desktop app, after 'log out'): you can also click the orange Genesys Cloud icon before closing the app, then click Quit in the menu.


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    Kun Jin Rhee
    LifeCare Assurance Company
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    Original Message


  • 7.  RE: Agents being forced off queue

    Posted 01-13-2023 19:48
    Hello Andrew
    We are also having reports of increased (more than normal) numbers of agents going not responding this week and have logged support cases for investigation. Suspect recent UI updates are contributing to this.

    Something in particular we have noticed is that intermittently the new Ringtone selection list feature in user Preferences -> Sound is coming up blank, in this condition user does not get any audible ring so does not notice call... If this is the case then user can refresh screen when at the Preferences -> Sound config and Ringtone list should come back.
    check if list is blank


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    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
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    Original Message


  • 8.  RE: Agents being forced off queue

    NEW MEMBER
    Posted 27 days ago

    H Andrew

    We are currently experiencing a similar issue at our organisation. Did you ever end up getting a resolution for this?

    Simone Cole

    Yarra Valley Water



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    Simone Cole
    Yarra Valley Water
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    Original Message


  • 9.  RE: Agents being forced off queue

    Posted 17 days ago

    Hey all!

    We are also having this issue where an agent is "On Queue" but they have an error that says they are supposed to be On Queue when they already are or Not Responding when they are on Queue. When they click "Make Eligible" nothing happens. All my reps are remote, but they don't seem to have issues with other programs and disconnects. So it doesn't seem to be internet related. Just very frustrating



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    Michael Hutchinson
    Oregon Community Credit Union
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    Original Message


  • 10.  RE: Agents being forced off queue

    Posted 14 days ago

    Michael,, we are seeing alot of this also.  Do your associates use the embedded Salesforce client to login ?

    thanks



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    John Korn
    Johnson & Johnson Services, Inc.
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    Original Message


  • 11.  RE: Agents being forced off queue

    Posted 14 days ago

    Hey John!

    We do not use Salesforce. But over the last week we have found it to actually be related to their internet. One of our techs found a way to look at Latency via Google Chrome. This has showed us that anything their latency goes over 75ms Genesys doesn't like that and issues arise. I have linked the service below, it does only work on Chrome but it was super helpful to actually tell them that was the issue. One of the reps we had ended up having Comcast come out and check the lines outside of their house, they found lots of damage which was causing the issues.  Good luck!!! 

    https://chromewebstore.google.com/detail/internet-connection-monit/hgccfdagfbilbdbkgmfdmmdfmjjoakfo?pli=1



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    Michael Hutchinson
    Oregon Community Credit Union
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    Original Message


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