11.1.1 Status Troubleshooting
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State of Wisconsin
Department of Health Services

 Genesys Cloud CX

Release 25-02
August 13, 2025

11.1.1 Status Troubleshooting

Issue Description Resolution
Status changed to Off Queue Agent reports they are being changed to Off Queue by the system.  

Typically caused by a connectivity issue on the agent’s network. 

  • Supervisors and Admins can view the agent’s status in Reporting to see when and how often the agent went offline during the time period. For instructions to see when and how often the agent went offline, see section 6.1.2.4 Viewing Agent Status Timeline Detail View. This could be due to a network issue. If this happens consult your local IT department.
     

This page last updated in Release Number: 25-02
Release Date:08/13/2025
Effective Date: 08/13/2025

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208