Yeah, you have a good point about the embedded client, not sure how that work...If there is other community members who can give it a try to Firefox and see how it is going, that would be nice to hear about any feedback.
Global Excel Management Inc.
Original Message:
Sent: 10-30-2023 18:20
From: Stephen Jacobs
Subject: Agents unable to pick up calls
Hi Sylvain
assuming you're still getting positive results with this then we will trial it; not sure how easy it will be though as we use an embedded window within our inhouse built CRM; will update you as soon as I know if Firefox is a possible.
Kind regards
Stephen
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Stephen Jacobs
Pepper (UK) Ltd
Original Message:
Sent: 10-30-2023 16:35
From: Sylvain Richard
Subject: Agents unable to pick up calls
Hi,
Would be nice to see if your agent would have better experience with Firefox, is it something that could be feasible on your side? If we both, as different company, can have great result with Firefox, then it will give a huge indication of the problem...
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Sylvain Richard
Global Excel Management Inc.
Original Message:
Sent: 10-27-2023 10:41
From: Russell Price
Subject: Agents unable to pick up calls
"Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?"
We are using just the Genesys Agent UI and experiencing all the issues outlined in this thread.
There has now been months of backwards and forwards with Genesys, getting to the ridiculous point of requesting Genesys logs, chrome network logs, and screen recordings all at the same time. Which isn't feasible as a busy call center!
We seem to experience the issue with both Chrome and Edge browser. Machines have adequate resources and our network is stable.
Would love to know any kind of solution to this.
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Russell Price
GREENMILL SUPPLY COMPANY LIMITED
Original Message:
Sent: 10-26-2023 15:25
From: Linda Greenshields
Subject: Agents unable to pick up calls
Among those who have added to this conversation, are your agents - the ones experiencing the issues with not getting calls, or not being able to answer calls or seeing blue circles or other signs of "this is taking too long to load" - all using an embedded framework, like in ServiceNow or Salesforce? Or is anyone out there just using the Genesys Agent UI and having all these same sorts of issues?
We have agents using an embedded framework in ServiceNow and we have agents using the Genesys Agent UI, and regardless of which interface the agents use, this general complaint of not being able to answer offered calls, or even seeing/hearing the call be offered is most common (or at least tied with assorted audio issues!)
We have opened tickets over time and, like many folks in this thread, usually nothing comes of it (except that magical time when our auto-scaling edges were found to be causing an issue). Logs either show nothing that is useful or are not collected (agents are rarely keen to do this). Its the network. Its the computer. Clear the cache. Make sure the agents don't have unnecessary stuff open on the computer. Try the persistent connection. Disassociate and re-associate the WebRTC from the agent. Delete and re-add the agent's WebRTC. Some of our contact centers decide one browser or another works better (Chrome or Firefox) and their agents end up toggling between browsers, which really isn't any better a fix than asking these agents to clear their cache all the time.
It is hard to tell what really works since these issues are intermittent and agents aren't exactly uniform or consistent in reporting things.
I don't really have anything useful to add here, except to say I am following with great interest Sylvain Richard's experiences and progress, and finding some solace in the fact that we aren't alone.
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LindaGreenshields
New York University
Original Message:
Sent: 10-26-2023 03:53
From: Suresh Subramanian
Subject: Agents unable to pick up calls
We too had this issue last week and the common factor is Chrome browser. with Edge, so far so good.
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Suresh Subramanian
HCL
Original Message:
Sent: 10-25-2023 14:25
From: Cori Daily
Subject: Agents unable to pick up calls
Hey Stephen,
We're in the same boat as you! We deployed Genesys in March of this year. We identified this as an issue in April and opened a ticket in May with Genesys support. After all those months, we got nowhere because the request kept coming for new logs and the culprit was always a network issue... We recently closed the case because we were getting nowhere after 6 months.
Closed Ticket: 0003296649
Would be great if a solution was identified and deployed. Somewhere, someone changed something. There is just no way that there is an epidemic of networking issues, at the same time, across several different companies. Genesys and Chrome seem to be the only common denominators.
Hopefully we get to a fix!
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Cori
Telecommunications Engineer
Original Message:
Sent: 08-08-2023 12:12
From: Stephen Jacobs
Subject: Agents unable to pick up calls
On a daily basis we get agents complaining that they are "Idle", are offered a call and Genesys doesn't respond to them pressing the answer button and the call is passed to one of their colleagues and they are placed in "not responding" and taken out of the queue. They then put themselves back on idle and the next call comes through and they pick up without an issue. This seems to happen most often with the first call they get in the day but can happen at any point. We use an embedded version of Genesys but I have got agents to try using the browser and they still get the issue. It doesn't appear to make any difference if the agent is wfh or is in the call centre.
Has anyone else noticed this issue and, more importantly, found a solution?
#ConnectwithaCustomer(NEW)
#Telephony
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Stephen Jacobs
Pepper (UK) Ltd
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