Genesys Cloud - Main

This is an odd one, at least to me. 

I have added several new Secondary Status's to Away and Busy.  They are for one specific division (our last group migrating to Genesys Cloud), and I have users who cannot see those secondary statuses.  It also didn't show up on my test account until after I completely removed all access to the test account and reapplied.  I verified that all users having the issue belong to the correct division.  I have 150+ agents going live in September with 10+ groups I would rather not remove and readd all of them. 

Has anyone else ever experienced anything like this?

Hi Michael,

One thing I would check is the division scope on the users' role assignments, rather than just whether the users themselves belong to the correct division.

Secondary statuses are division-aware, and the users need:

Presence > Presence Definition > View

with access to the division containing those secondary statuses.

https://help.genesys.cloud/articles/presence-status-and-activity-indicators/

Since removing and reapplying access made the statuses appear on your test account, I'd compare one affected user with one working user and specifically check which role provides the Presence Definition permission and which divisions that role is scoped to.

Hopefully it's just a role/division scope difference and saves you from having to remove and re-add access for 150+ users.

Interested to hear what you find.

Hello, 

Instead of removing and re-adding users, focus on the role and division assignments. Here is a step-by-step approach:

1. Check the Division of the Secondary Status

   • Go to Menu > Account > Organization Settings > Status Management;

   • Select the primary status (e.g., "Away" or "Busy");

   • Click on one of your new secondary statuses;

   • In the division list, verify which division it is assigned to. It might be set to a specific division (e.g., your new one).

2. Audit the Affected User's Role

   • Go to Menu > User Management > User.

   • Find the role assigned to the affected users.

   • Look for the Presence > Presence Definition > View permission.
     
     

   • Crucially, check the division scope for this permission. The scope must include the division you identified in Step 1.

3. Correct the Scope or Reassign the Role

   • If the division scope for the permission is missing the correct division, you have two main options:

     • Update the Role's Division Scope: Edit the role's assignment to include the necessary division. This is likely a one-time fix.

     • Verify the Role Assignment: If the role is assigned per division, ensure it is assigned to the user within the correct division scope. A supervisor can only view secondary statuses for agents in the divisions where their supervisor role is active.

I hope this helps you.

Please let me know here if you need any further assistance.

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Camila Meneghini
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