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  • 1.  Manager/Supervisor sees Restricted status on their agent every morning when they login.

    Posted 10-07-2024 10:31
    Edited by Nino Luis De Jesus 10-07-2024 10:35
    No replies, thread closed.

    This started  first week of October 2024  some of our Supervisor/Managers  began  seeing their agents  status displayed  as restricted  on their Queue Display  all of the agents and Supervisor are in the same Division  and there are no Secondary Status set for the said Division. 

    FYI I know that   the status will display as "restricted" if the Manager does not have permission to view secondary statuses in the division that contains a particular secondary status.  

    But why is "Restricted" status shows up on a supervisor's Queue Activity View on a Division that does not have secondary statuses and all  agents and supervisor belong to one division only?

    Their work around is  multiple login logout. SO it seems its a UI issue.

     .


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Nino Luis De Jesus
    PPD Development, L.P.
    ------------------------------



  • 2.  RE: Manager/Supervisor sees Restricted status on their agent every morning when they login.
    Best Answer

    Posted 10-07-2024 12:42
    Edited by Jason Kleitz 10-08-2024 10:31
    No replies, thread closed.

    Hello Nino, 

    This sounds like something is going on in the GC UI. Specifically with the division permissions. Best case would be to have your admin open a case with Care UI team and have an engineer take a deeper dive. I would provide screenshots, like you did here, as well as console and network logs as well as screenshots of your correct permissions. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Manager/Supervisor sees Restricted status on their agent every morning when they login.

    Posted 10-07-2024 15:51
    No replies, thread closed.

    Could be a UI bug, but do you have ANY sub statuses in another division?  Do you know what status the agents are in when this happens?  Also, are the agents in an Embedded Framework client or in Web UI?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 4.  RE: Manager/Supervisor sees Restricted status on their agent every morning when they login.

    Posted 10-11-2024 11:25
    No replies, thread closed.
    • NO Sub statuses/Secondary statuses
    • Status of the Agent  shows Restricted as well after a multiple  login logout everything goes back to normal
    • everyone uses WebUI tries on both chrome and  Microsoft Edge.


    ------------------------------
    Nino Luis De Jesus
    PPD Development, L.P.
    ------------------------------

    Original Message


  • 5.  RE: Manager/Supervisor sees Restricted status on their agent every morning when they login.

    Posted 10-11-2024 12:04
    No replies, thread closed.
    • NO Sub statuses/Secondary statuses
    • Status of the Agent  shows Restricted as well after a multiple  login logout everything goes back to normal
    • everyone uses WebUI tries on both chrome and  Microsoft Edge.



    ------------------------------
    Nino Luis De Jesus
    PPD Development, L.P.
    ------------------------------

    Original Message


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