11.2 Status Troubleshooting

Issue	Description	Resolution
Not receiving calls in "Ready" status	Not receiving calls while in "Ready" state	Submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
Stuck in "Busy" status	Stuck in "Busy" status and not able to change to "Ready"	Submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
Unexpected Status Changes	Selected Status of "Ready" unexpectedly changes to "Not Ready" (No Reason Code)	Genesys is unable to complete a call to the agent. This may be caused by: Problems with the agent's phone or phone system. Routing issues with the long distance carrier between Genesys and the agent. Troubleshooting: Call the agent's phone outside of Genesys to ensure it is operable. If phone is found to be operable, submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
	Selected Status of "Ready" unexpectedly changes to "Not Ready" (No Answer)	Genesys offered a call to the agent and the agent did not answer. This may be caused by: Agent not answering a call that rang to their phone. Agent's phone did not ring when the call was offered. Troubleshooting: Call the agent's phone outside of Genesys to ensure it is operable. If phone is found to be operable,submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
	Logged out of Agent Desktop for inactivity. Show/Hide example imageShow/Hide example image	Most times this is due to a setting in Chrome or Edge that puts the tabs to "sleep" if they are idle. Update Chrome Settings Show/Hide InstructionsShow/Hide Instructions In the Chrome address bar, type: chrome://flags/#reduce-user-agent Update the Reduce User-Agent request header to Disabled. Update Edge Settings Show/Hide InstructionsShow/Hide Instructions Select the ellipses in the top right corner of Edge. Select Settings. Select System and Performance in the left menu. Under Optimize Performance, turn off Save resources with sleeping tabs.
	Agent is unexpectedly logged off or their status is changed to “Logged Off”	Agent's desktop lost connection to the server. May be caused by network disruption. When the desktop loses connection with the server, it will attempt to reconnect for approximately one minute, after which it will log off and notify the agent that they must log back in. Troubleshooting: Follow your local process for contacting local IT to troubleshoot network connectivity.

This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023