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  • 1.  Supervisors suddenly unable to change User Status

    Posted 04-21-2022 18:05
    No replies, thread closed.
    Everything worked fine yesterday, but today our team leaders/supervisors are unable to change a user status?

    Has anyone else noticed this?

    The  custom role for Supervisors has the required permissions (no changes were made)

    Prerequisites

    The following permissions:

    • Analytics > Conversation Aggregate > View
    • Analytics > Conversation Detail > View
    • Analytics > Queue Observation > View
    • Directory > User > View
    • Routing > Queue > View
    • UI > Supervisor Queue Details > View 
    • UI > Supervisor Status Control > View

    To log an agent out of Genesys Cloud:

    • OAuth > Token > Delete

    yesterday: ability to change user status


    today: can't change status - no drop downs availble



    #PlatformAdministration
    #Unsure/Other

    ------------------------------
    Therese Moorhouse
    Pacific Blue Cross
    ------------------------------


  • 2.  RE: Supervisors suddenly unable to change User Status

    Posted 04-21-2022 22:33
    No replies, thread closed.
    Hi - screenshot of today's example shows the agent is "On Queue". Try setting agent "Off Queue" first and then check if status dropdown becomes available.

    ------------------------------
    Muhammad Zubair Awan
    Spark NZ Trading
    ------------------------------

    Original Message


  • 3.  RE: Supervisors suddenly unable to change User Status

    Posted 04-22-2022 14:18
    No replies, thread closed.
    This issue was just raised with our supervisors as well.  Did the work around provided help?

    ------------------------------
    Christina Brooks
    TLS Connecting Voices
    ------------------------------

    Original Message


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