Genesys Cloud - Main

What setting in Purecloud could potentially prevent a supervisor changing an agent's OnQueue status ? The agent is a member of the queue but the On/Off toggle seems disabled?
It seems to work with almost all agents but sometimes the toggle gets disabled although the same agent was marked On/Off Queue earlier for the same Queue

Any other configuration that could prevent this? The toggle is highlighted with yellow color in the image below: -


Any thoughts?
#PlatformAdministration

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Umair Khan
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My thought is that perhaps the agent's status is not synchronized with their client for some reason, and they are not actually Available (or they are now logged into the mobile app, which would show Available but not allow On Queue).

If you click on Go to profile for a user in that state, do they show as Available in their profile?

Also verify they are not just logged in on the mobile app.

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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Thanks @George Ganahl for the hint! I didn't check that agent's status by visiting the profile although the queue --> Agents Tab was showing him available. Will try to find their actual status from the profile if it occurs again. 
Don't think they use mobile app

thank you

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Umair Khan
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Original Message:
Sent: 06-28-2019 09:28
From: George Ganahl
Subject: Supervisor is unable to change agent's status (sometimes)

My thought is that perhaps the agent's status is not synchronized with their client for some reason, and they are not actually Available (or they are now logged into the mobile app, which would show Available but not allow On Queue).

If you click on Go to profile for a user in that state, do they show as Available in their profile?

Also verify they are not just logged in on the mobile app.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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If you continue to see issues with this, please log  a case so we can investigate.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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Original Message:
Sent: 06-30-2019 19:49
From: Umair Khan
Subject: Supervisor is unable to change agent's status (sometimes)

Thanks @George Ganahl for the hint! I didn't check that agent's status by visiting the profile although the queue --> Agents Tab was showing him available. Will try to find their actual status from the profile if it occurs again.
Don't think they use mobile app

thank you

------------------------------
Umair Khan
------------------------------


Original Message:
Sent: 06-28-2019 09:28
From: George Ganahl
Subject: Supervisor is unable to change agent's status (sometimes)

My thought is that perhaps the agent's status is not synchronized with their client for some reason, and they are not actually Available (or they are now logged into the mobile app, which would show Available but not allow On Queue).

If you click on Go to profile for a user in that state, do they show as Available in their profile?

Also verify they are not just logged in on the mobile app.

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