Troubleshoot disconnected agents during secure call flow
AI-generated summary
Genesys Cloud provides troubleshooting guidance for disconnected agents during secure call flows. The issue arises when agents unexpectedly disconnect after transferring callers to a secure flow, rather than reconnecting after the flow completes. This occurs due to misconfiguration of the Invoke Secure Flow script action, which can either return customers to agents upon completing the secure session, or end the agent script when passing the call to the secure flow. The solution is to review scripting configuration and ensure the Invoke Secure Flow action is set to return the call flow to the agent after the secure session ends.
Problem
Agents are unexpectedly disconnected when they transfer callers to a secure call flow, but expected behavior is to reconnect with callers after they complete the secure flow.
Cause
In Architect, if the flow is agent-initiated, the secure flow ends with the Return To Agent action. In Genesys Cloud scripting, you can configure the Invoke Secure Flow script action to either return the customer to the agent and the script in progress, or you can end the agent script session when the call is passed to the secure flow.
Solution
Review scripting configuration to confirm the Invoke Secure Flow script action was correctly set to return the call flow to the agent upon completion of the secure session.
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