Some of these symptoms described here, we have seen. Agents set up with auto-answer being notified that they are not responding randomly, agents receiving phone calls without any notification and the UI not indicating that they are on a call, agents have been receiving an alert for a voice interaction when they are currently on a voice interaction.
What I have found that seems to be the cause of my issues at least, there are interactions that have an issue alerting a rep. If you can find the problem interaction, you'll see 21 lines of it trying to alert Station <user's email address>. This particular user, would be the one that randomly goes into not responding. These interactions are not easy to find though, even though they did try to alert a user, because there was some issue with their Station, the user does not show as associated with this interaction.
Sometimes what happens with these calls, after the 21 times it tries to alert the station, the interaction will actually get sent to a different user. This is where interesting things happen. This is typically the user that does not receive an adequate alert and the UI does not show they are on a call. This is also the user that will notify us that they are being alerted for an interaction while they are currently on a call. The reason for this, they are also not listed as users of this interaction. You actually have to go run the conversation details api to see proof they were involved in this interaction. If you are able to find them.
My suggestion for finding these interactions, you'll need to look into interactions around the time users go into not responding, look for calls that are assigned a queue but there are no user's assigned to the interaction. If you have users that complain about getting alerted to an interaction while on a call, you could check your CRM for logs around that time, and if you are lucky, search the customers phone number in the ANI field.
This does present some concerns for us. Mainly, we only keep the recorded calls for our call center reps and everything else is deleted. The fact that these calls do not have an agent associated with them, they are kept and the recordings are deleted. This presents a compliance issue for us. Secondly, I'm not sure how the statistics for these interactions get associated with the agent that took the call. I have been told that it "should be" included in one of the 2 tickets I have had to open for this issue. I have been advised to open a third ticket now for the recording issue.
It sounds like our issues may be similar.. I'm hoping the information I provided would help find the cause of the symptoms you all described.
Thank you,
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Jason Tripp
Independent Health Association, Inc.
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Original Message:
Sent: 02-21-2023 13:19
From: Katie Dodge
Subject: UI Not Alerting Intermittently For Transferred Calls
We were seeing this as well, but what fixed it for us is having the user pop out the Genesys Cloud page into it's own browser window. The window can be minimized or in the background, but for some reason it didn't play with being "just a tab". After we started having our users do this, the issue was resolved.
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Katie Dodge
North American Bancard
Original Message:
Sent: 02-02-2023 11:33
From: Andrew Lewis
Subject: UI Not Alerting Intermittently For Transferred Calls
A lot of our agents are reporting that they are not being alerted to calls. On checking this, it is calls that are being transferred internally The agent does not get alerted. It is intermittent and capturing the logs is proving challenging. Anyone else seeing this?
#Routing(ACD/IVR)
#Telephony
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Andrew Lewis
Health Management Ltd
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