We are hearing more and more complaints about agents getting kicked out of On Queue state and it is grayed out. Usually, they do not know this had happened because Genesys is in the background, and they realize only when a supervisor/Manager notifies them. This started recently 1-2 months and growing since then. It is hard to and pull console/network logs because it does not happen to the same agent again until a week later. It happens to random users across the globe. Anybody else running into this issue? Any recommendations how troubleshoot or fix?
Hi Arun_Kesara,
The best place to reach out to for this would be our Care Support Portal . Hope you're able to find this useful
Thank you for the suggestion @Zino_Onokpise. In fact, we opened cases with Care Support, but we are being asked for Console and Network logs. The challenge with this issue is that it doesn't happen to the same agent next day when I ask them to enable network log or when I enable Log Capture at the People level in Genesys. Some other random user complains about it and that user didn't have log capture enabled. I know I could enable log capture on bunch agents, so I catch at least one of occurrences. Meanwhile, just wanted to see if anybody else experiencing this.
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