Daniel_Grosso | 2021-02-11 15:55:36 UTC | #1
Hi everyone
Our client is reporting the problems regarding the measuring of meal time. Namely, agents put themselves on "meal" and leaver for about an hour and when they return their presence is offline.
Customer care is stating that this users are loosing their connectivity to Internet. However, our client's agents don't user PureCloud webclient. They use a custom front-end that integrates with Genesys Cloud trough API.
On the other hand they keep the Genesys Windows Desktop App in background just so that screen recording can work.
Given this, can someone tell us if just by having the Genesys Desktop App open, a temporary Internet loss can lead to user presence changing to offline?
If so, is there a way to workaround this?
Thanks in advance.
Regards, Daniel
tim.smith | 2021-02-11 16:00:54 UTC | #2
Given this, can someone tell us if just by having the Genesys Desktop App open, a temporary Internet loss can lead to user presence changing to offline?
Yes, the behavior you're describing sounds like it's working as expected. It is a feature of the Genesys Cloud product that when using the official UI app, users will be set to offline if they are not in contact with the cloud services for some time (30s or a minute IIRC).
Generally, I'd recommend against using Genesys Cloud data in place of a timecard/billing/payroll system. A user's presence is a concept within Genesys Cloud and isn't meant to be used to track what an agent is doing outside of the software. If you must continue to use this data in this manner, I'd suggest changing your calculations to look for when lunch started and when availability resumed instead of simply measuring the lunch duration.
Daniel_Grosso | 2021-02-11 16:13:13 UTC | #3
Thank you Tim.
Regards, Daniel
Brad_Monroe | 2021-02-15 04:53:12 UTC | #4
Daniel, we have seen this a lot when the computer is set to go to hibernate mode or if the sleep settings include networking shut down. Customers have adjusted the timers in the OS to 75 minutes or so to get the balance of power savings, and more-accurate intraday information.
Daniel_Grosso | 2021-02-17 09:19:46 UTC | #5
Hello Brad.
Thank you. We believe that's the case on out side too.
Regards, Daniel
system | 2021-03-20 09:19:49 UTC | #6
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