Genesys Cloud - Main

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Hello Vikas,

This could happen for multiple reasons. The most common issue tends to be the network that the agent is using. I would recommend checking their network using the Genesys Cloud Network Readiness Assessment and ensuring that all Genesys traffic is bypassed or white listed from any firewalls / proxies.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

------------------------------
Christopher Kopp
Senior Analyst

Original Message:
Sent: 06-30-2025 21:58
From: Vikas Dhall
Subject: "Alert - No Answer" when "Auto Answer" is turned "ON"

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
Vikas Dhall
------------------------------

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

We turned on auto-answer at the queue level for our tier 1 agents as of 7/1/25 and some immediately reported some calls requiring the "answer" button to be clicked while others auto-answered. I checked the auto-answer setting multiple times throughout the day to ensure nothing had changed on that end.

We had a Team Lead report this:

Every once in a while I'm getting this, no option to answer, does not auto answer, then put in "not responding"

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

I see in this example, you are showing a consult transfer.  Remember that that call will be an internal call from agent 1 to agent 2 and Auto Answer is only eligible for ACD calls.   One thing to also check is to see if there is a correlation between station errors and Not Answering by showing the Errors columns in the Agent Performance next to the Not Answering column. 

We turned on auto-answer at the queue level for our tier 1 agents as of 7/1/25 and some immediately reported some calls requiring the "answer" button to be clicked while others auto-answered. I checked the auto-answer setting multiple times throughout the day to ensure nothing had changed on that end.

We had a Team Lead report this:

Every once in a while I'm getting this, no option to answer, does not auto answer, then put in "not responding"

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

We turned on auto-answer at the queue level for our tier 1 agents as of 7/1/25 and some immediately reported some calls requiring the "answer" button to be clicked while others auto-answered. I checked the auto-answer setting multiple times throughout the day to ensure nothing had changed on that end.

We had a Team Lead report this:

Every once in a while I'm getting this, no option to answer, does not auto answer, then put in "not responding"

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Hi Chad, thanks for sharing your findings. Q - When you say you turned the Auto Answer "ON" at the queue level, was it already "ON" at the user level?

Thanks

Vikas

We turned on auto-answer at the queue level for our tier 1 agents as of 7/1/25 and some immediately reported some calls requiring the "answer" button to be clicked while others auto-answered. I checked the auto-answer setting multiple times throughout the day to ensure nothing had changed on that end.

We had a Team Lead report this:

Every once in a while I'm getting this, no option to answer, does not auto answer, then put in "not responding"

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Originally, Auto Answer was controlled at the agent level for ALL queue.  Now there is an Auto Answer setting at the queue level, but whichever is turned on takes precedence, so if you turn on at the agent level, it will auto-answer for all queues and if you turn off at the agent and turn on at the queue level, all agents in the queue will be auto-answer for calls to that queue only.  

Hi Chad, thanks for sharing your findings. Q - When you say you turned the Auto Answer "ON" at the queue level, was it already "ON" at the user level?

Thanks

Vikas

We turned on auto-answer at the queue level for our tier 1 agents as of 7/1/25 and some immediately reported some calls requiring the "answer" button to be clicked while others auto-answered. I checked the auto-answer setting multiple times throughout the day to ensure nothing had changed on that end.

We had a Team Lead report this:

Every once in a while I'm getting this, no option to answer, does not auto answer, then put in "not responding"

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Thanks for the intel, Robert. 

So, this then means that if we turn the Auto Answer = ON at the queue level, we don't need to make an extra effort to manage the same at the user level, correct?

And can you kindly link us to any documentation around this, please?

Thanks,

Vikas

Originally, Auto Answer was controlled at the agent level for ALL queue.  Now there is an Auto Answer setting at the queue level, but whichever is turned on takes precedence, so if you turn on at the agent level, it will auto-answer for all queues and if you turn off at the agent and turn on at the queue level, all agents in the queue will be auto-answer for calls to that queue only.  

Hi Chad, thanks for sharing your findings. Q - When you say you turned the Auto Answer "ON" at the queue level, was it already "ON" at the user level?

Thanks

Vikas

We turned on auto-answer at the queue level for our tier 1 agents as of 7/1/25 and some immediately reported some calls requiring the "answer" button to be clicked while others auto-answered. I checked the auto-answer setting multiple times throughout the day to ensure nothing had changed on that end.

We had a Team Lead report this:

Every once in a while I'm getting this, no option to answer, does not auto answer, then put in "not responding"

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Our customer has also been experiencing higher than normal not responding. Our customer does not use auto answer. We have a case open for this issue but they have not found anything yet. Could you please share your case number so we can ask our support people to look at notes and see if our two cases are related.? Thank you,

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Hey Christopher,

Could you provide the case number that you have with Product Support? I would like to monitor this issue internally.

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Hi Chris,

Did you get any response on your ticket from Genesys?

We are experiencing this again as a few new users have gone live this week and many are reporting the same.

Thanks in advance,

Vikas

Not sure if it the same as you are experiencing, but we have noticed a higher concentration of not responding on the first few calls of the day for agents, where auto answer agents are getting an alert to click to accept the call (which they shouldnt get) and then it's not letting them click it.

We opened a ticket with Genesys and provided many logs, and now Genesys says they may have found an issue and the developers are working on a fix.
We have asked for an ETA and nothing yet, but that they are working on it.

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Currently we are seeing some other strange behavior on the 'auto answer' setting. 

We have a queue with auto answer set to on. 
Two agents both member of that queue.
Agent 1 : auto answer on 
Agent 2:  auto answer off

Agent 1 gets an ACD call in queue, picks it up and wants to do a consult transfer to agent 2. 

At this time Agent 2 gets the call immediately. No pop-up to accept call, no ring at all.. Only visible sign is the green dot on the icon that you have a call. In case Agent 2 does not have the Genesys screen in front of him/her (which is quite common) the call is totally missed.

When we switch off the 'auto-answer' setting on queue level, there is no problem in the same situation, agent 2 does get notified by pop-up and ring.

This implicates that the (new) 'auto-answer' setting on queue level is taken along in this (consult) transfer between the two agents. According to comment of @Robert Wakefield-Carl a consult transfer is non-acd and therefore I expect that a pop-up and ring would apply.

Thxs.
Rolph

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas 

Rolph, if Auto Answer is turned on at the queue level but not turned on at the user level, it takes precedence and any call distributed to Agent 2 via the queue will be auto answered.

When the consult transfer is done, is it a direct transfer to Agent 2 from Agent 1 or does Agent 1 place a consult transfer to the queue which is then routed to Agent 2?

Currently we are seeing some other strange behavior on the 'auto answer' setting. 

We have a queue with auto answer set to on. 
Two agents both member of that queue.
Agent 1 : auto answer on 
Agent 2:  auto answer off

Agent 1 gets an ACD call in queue, picks it up and wants to do a consult transfer to agent 2. 

At this time Agent 2 gets the call immediately. No pop-up to accept call, no ring at all.. Only visible sign is the green dot on the icon that you have a call. In case Agent 2 does not have the Genesys screen in front of him/her (which is quite common) the call is totally missed.

When we switch off the 'auto-answer' setting on queue level, there is no problem in the same situation, agent 2 does get notified by pop-up and ring.

This implicates that the (new) 'auto-answer' setting on queue level is taken along in this (consult) transfer between the two agents. According to comment of @Robert Wakefield-Carl a consult transfer is non-acd and therefore I expect that a pop-up and ring would apply.

Thxs.
Rolph

Hi there,

We are seeing multiple instances of this happening. A user has Auto Answer turned ON and "Alert - No Answer" being reported in the agent performance report. 

Can someone please shed some light on this as how and when can this happen?

Thanks,

Vikas