Genesys Cloud - Main

Good Day,

I am one of the Genesys purecloud admins, in the last few days I have had reported to me that supervisors are unable to update the status.

Below is the window they receive:

This is the window I have:

This toggle On Queue/Off Queue is missing, I have googled and it recommended the following permissions:

I have checked and those supervisors have these permissions:

It seems to have happened since 21^st July and the last release, is this an issue you know about?

#SystemAdministration

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Matthew Bridge
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Hi Matthew,

It might be worth checking all the Prerequisites here: Change an agent's status as there are a few other permissions in addition to the ones you have listed.

If all the permissions are assigned, then it may need a case with Genesys Product Support to investigate.  If you do need to raise a case, I would recommend capturing network and console logs for one of the affected users when loading the Agents Status panel.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Samuel,

That's sorted it, apologies! Missed that article when researching myself.

Regards

Matt

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Matthew Bridge
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Original Message:
Sent: 07-24-2025 05:57
From: Samuel Jillard
Subject: Unable to change agent status

Hi Matthew,

It might be worth checking all the Prerequisites here: Change an agent's status as there are a few other permissions in addition to the ones you have listed.

If all the permissions are assigned, then it may need a case with Genesys Product Support to investigate.  If you do need to raise a case, I would recommend capturing network and console logs for one of the affected users when loading the Agents Status panel.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Great, glad its sorted :D

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 07-24-2025 06:21
From: Matthew Bridge
Subject: Unable to change agent status

Hi Samuel,

That's sorted it, apologies! Missed that article when researching myself.

Regards

Matt

------------------------------
Matthew Bridge
------------------------------


Original Message:
Sent: 07-24-2025 05:57
From: Samuel Jillard
Subject: Unable to change agent status

Hi Matthew,

It might be worth checking all the Prerequisites here: Change an agent's status as there are a few other permissions in addition to the ones you have listed.

If all the permissions are assigned, then it may need a case with Genesys Product Support to investigate.  If you do need to raise a case, I would recommend capturing network and console logs for one of the affected users when loading the Agents Status panel.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees