Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Real Time Adherence - Status switches to Unavailable Randomly

    Posted 08-19-2020 01:34
    No replies, thread closed.
    Two of my Agents are having an issue where their status is randomly switched to Unavailable when they go on break. They are scheduled to be On Break, and set their schedules accordingly. However, while they are on break, their status will automatically switch to Unavailable. This is affecting their Adherence numbers.

    Does anyone know what may be causing this? I have a suspicion that it might have to do with them logging out of their computers, which is causing some issue in Purecloud, but am not completely sure. Looking for help on the best way to figure out what is going on and then fix the issue so their status stays On Break when it is set.

    Thanks in advance.
    #Unsure/Other

    ------------------------------
    Vinod
    Earnup
    ------------------------------


  • 2.  RE: Real Time Adherence - Status switches to Unavailable Randomly

    Posted 08-19-2020 15:36
    No replies, thread closed.
    Make sure they are not using incognito mode.  Also the user profile could matter IE: Roaming might reset the status locally and not respect what was set at log out.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Real Time Adherence - Status switches to Unavailable Randomly

    Posted 08-20-2020 16:55
    No replies, thread closed.
    Also check for screen lock/timeout and network powersave when idle.

    We had issue with some PCs that had 20min timers set to sleep the PC - causes this type of problem.


    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------

    Original Message


  • 4.  RE: Real Time Adherence - Status switches to Unavailable Randomly

    Posted 08-21-2020 02:32
    No replies, thread closed.
    I concur re the power settings.  Had that recently too, where it was set by a GPO.  That causes problems for home workers as if they've taken a corporate machine home you likely can't update that.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


Related Content