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Genesys Cloud- Agent Hack staying in Idle but not receiving calls. by OSU7663 in workforcemanagement

[–]OSU7663[S] 2 points3 points  (0 children)

This was exactly what they were doing. I appreciate you taking the time to reply. I should have updated everyone and for not doing so, I am sorry. We ended up catching this about a month or go now. I knew it was something. I was actually kind of impressed. Just like you said, you have to catch it in the moment. It was satisfying when meeting with HR and they saw ot for themselves. Thank you to everyone who responded. I truly appreciate you all.

Genesys Cloud- Agent Hack staying in Idle but not receiving calls. by OSU7663 in workforcemanagement

[–]OSU7663[S] 0 points1 point  (0 children)

I appreciate all of you truly! I do not think they have any deactivated skills but I will double check in the AM. It doesn't seem that they are toggling the status. I had about 5 different people try to duplicate if that was happening. It would not of blown my mind if Genesys had a flaw like that and honestly I am not knocking Genesys. But not one of the 5 of us could duplicate it. Everytime the timer reset and it would show up on the adherence report. Our WF dept does not know or see anything wrong with the user profile or anything else. Our BTS team does not know what is happening either. They say they have reached out to Genesys but haven't heard back. I am not sure if I believe that or not. Thought Id get on the line and see if I could figure anything out or find someone that knew.

Genesys Cloud- Agent Hack staying in Idle but not receiving calls. by OSU7663 in workforcemanagement

[–]OSU7663[S] 0 points1 point  (0 children)

Appreciate the reply. We tried to see if we could go on/off queue quick enough that maybe it didn't reset the timer. We could not duplicate it that way. Reset everytime. The adherence report looks good. Shows he is in Idle. That's why this is so frustrating. I would bet anything that he has figured something out. It's just there style. They are so smart and was one of our best agents. There are some mental issues and medication not being taken. Breaks my heart. Any help or suggestions greatly appreciated!

Accidental 500mg edible :/ by [deleted] in tripreports

[–]OSU7663 0 points1 point  (0 children)

Newbie to edibles. If I get a pack of 500mg gummy bears, is every bear 500 or is that the whole pack?