Genesys Cloud - Main

Hello,

We are currently using Genesys Cloud.  I have an issue with a work from home agent having some issues with audio.  The headset works fine, however, we noticed that at the top of Genesys screen next to her name it shows In-office instead of work from home.  The agent is not prompted to update whether they are in-office or work from home. Any suggestions?

#Connect with a Customer (NEW)
#Unsure/Other

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Chris Rodier
Cardworks Servicing, LLC
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Hey Chris!

Welcome to the Community! It sounds like you might have two different issues happening, but I'm not sure how they would be related. With regard to the audio issues, there could be a number of factors that are affecting their audio. For example, if their headset is working fine, but the audio coming into Genesys from the agent's end is not that great, they could be having network issues. If the agent is hearing less than stellar audio, it could be that the customer calling is having some audio issues. I can't really tell you which is the case but if you needed the issue investigated further, you could reach out to Genesys Cloud Customer Care.

With regards to the profile issues, you might want to have the agent check if they can check the box for Let Genesys Cloud determine your current location. They should be able to click on their profile picture, click on Preferences, and then if they have the General tab, they can check that box.

If you're looking for some more info on locations, you should check out this article in the Resource Center:

https://help.mypurecloud.com/articles/add-locations-to-user-profiles/

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Jason Kleitz
Genesys - Employees
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