Hi Claudette,
Have you tried @ mentioning the user(s) in the chat? e.g. "@Claudette Reid" and seeing if this shows/notifies the user? This would certainly be worthy of a case with care, but they will probably need the network and console logs from one of the affected users searching for the group to see if there is anything blocking it.
https://help.mypurecloud.com/articles/gather-network-logs/ and https://help.mypurecloud.com/articles/gather-console-logs/
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 12-13-2024 10:55
From: Claudette Reid
Subject: Agent are Unable to Chat in the Everyone group
Hello Cameron,
Yes our everyone Group is meant to encompass all agents. The most recent agents are included however the do not receive notification and the are not able to communicate from the everyone chat.
Regards,
Claudette
Original Message:
Sent: 12/13/2024 7:31:00 AM
From: Cameron Tomlin
Subject: RE: Agent are Unable to Chat in the Everyone group
Hello Claudette,
I think we need more context but from what I understand is that you have an Everyone Group and its supposed to encompass all agents. The problem is that some agents are not included? Please let me know if I am miss understanding the issue.
These are some good documents to review:
Group Overview
Group Memberships Rules
Join or Leave a Group
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 12-12-2024 14:47
From: Claudette Reid
Subject: Agent are Unable to Chat in the Everyone group
Hello,
Not sure if anyone is experiencing this issue.
We have several agents that are unable to communicate in the everyone group.
The brought the members to total to 918 to no avail.
PureCloud indicates the max member is 1000.
#Unsure/Other
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Claudette Reid
Dialer Manager
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