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  • 1.  person_agent section missing in profile

    Posted 03-21-2019 00:42
    No replies, thread closed.
    We use person_agent section in agent profile to set agent alias. See Add an agent alias and an image for web chats and canned responses - PureCloud Resource Center . Today when I was adding a new agent I noticed that the section isn't available anymore. I cannot add it and it's not even visible in the existing agent profiles that used to have it. Has anybody else noticed the same? I couldn't find anything about this in release notes, but I did notice the pop-up in admin console referring to deprecation of legacy permissions Deprecation: Legacy permissions - PureCloud Resource Center . Does it it have anything to do with the missing person_agent section?
    #SystemAdministration
    #Unsure/Other

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    Juha Niinimaki
    Konecranes Oyj
    ------------------------------


  • 2.  RE: person_agent section missing in profile

    Posted 03-21-2019 06:30
    No replies, thread closed.
    Hi this is not the only thing missing as All the locations are missing on all our profiles We have three siates and Whilst the Sites are recording the members details there is nothing in the individual profiles... Doh

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    Matt Calton
    Grove & Dean Ltd
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  • 3.  RE: person_agent section missing in profile

    Posted 03-22-2019 08:11
    Edited by Matt Lawson 03-22-2019 12:54
    No replies, thread closed.
    Greetings,

    I have reproduced the issue in house, and I am investigating it. I'll let you know what I find.

    ------------------------------
    Ed Crabtree
    Technical Writer/Video Lead
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: person_agent section missing in profile

    Posted 03-22-2019 09:35
    Edited by Matt Lawson 03-22-2019 12:54
    No replies, thread closed.
    I spoke with our Customer Care team. It sounds like the behavior is unexpected.

    When you experience issues with PureCloud, Genesys recommends that you contact our Customer Care team.

    To contact Customer Care from within the product:

    1. In the lower left corner of PureCloud, click the Help icon.
    2. On the Help page, click More Help (...).
    3. Click Contact Help Center.
    4. Begin a Search. More options appear.
    5. Click Contact Help Center.
    6. Complete the form on the Get Help page.
    7. Click Submit.
    Customer Care will provide you the assistance you need for this issue.


    ------------------------------
    Ed Crabtree
    Technical Writer/Video Lead
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: person_agent section missing in profile

    Posted 03-22-2019 10:05
    No replies, thread closed.
    Thanks Ed... I submitted a ticket as soon as I found it it has been escalated quickly although no reply yet to my request for a timeline, but I have to say the experience on this ticket is vastly improved from the previous just a few weeks ago so hopefully the changes Cass is spearheading may be taking effect. again I would much prefer a tech to remote in " a picture is worth a thousand words" an all that... I'll keep plugging for this as part of the resolution process... :-)

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    Matthew Calton
    Grove & Dean Ltd
    ------------------------------

    Original Message


  • 6.  RE: person_agent section missing in profile

    Posted 03-28-2019 15:21
    No replies, thread closed.
    I just took a look at the internal tracking, and it appears to be close to done. I can't give an exact date, but the fix should be in "soon".

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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