Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agent are Unable to Chat in the Everyone group

    Posted 12-12-2024 14:47
    No replies, thread closed.

    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

    ------------------------------
    Claudette Reid
    Dialer Manager
    ------------------------------


  • 2.  RE: Agent are Unable to Chat in the Everyone group

    Posted 12-13-2024 07:31
    No replies, thread closed.

    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, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Agent are Unable to Chat in the Everyone group

    Posted 12-13-2024 10:56
    No replies, thread closed.

    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


  • 4.  RE: Agent are Unable to Chat in the Everyone group
    Best Answer

    Posted 12-20-2024 03:27
    No replies, thread closed.

    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/



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Agent are Unable to Chat in the Everyone group

    Posted 12-23-2024 13:11
    No replies, thread closed.

    Good day Samuel,

     

    We send the network and console logs.

    I will try that and let you know.

     

    Thanks,

    Claudette

     




    Original Message


Related Content