Genesys Cloud - Main

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues. 

Hello Subhajit,

Everyone with the employee role should have the following permissions by default:

• Presence > Presencedefinition > View

You also mentioned that you were having an issue seeing the chat in Genesys Cloud. Are you running the webapp version of Genesys Cloud? Do you have any extensions running that could be affecting the UI?

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues. 

Hello Jason,

Currently I am running a web version of GC and there is no extension that can be appeared as a blocker. Because, I have another Org where I can see the Status and Chat both. I cannot find the reason of this behavior as we al know that Status and Chat both come with basic default permissions only. 

Hello Subhajit,

Everyone with the employee role should have the following permissions by default:

• Presence > Presencedefinition > View

You also mentioned that you were having an issue seeing the chat in Genesys Cloud. Are you running the webapp version of Genesys Cloud? Do you have any extensions running that could be affecting the UI?

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues. 

Hello Subhajit,

That does sound odd. You should open up a case with our Product Support team so that they can investigate what is happening with the UI. I would recommend that you capture some console and network logs when you have one of the affected users log in and include them when you create a case.

Please share the case number so that I can monitor the issue as well.

Hello Jason,

Currently I am running a web version of GC and there is no extension that can be appeared as a blocker. Because, I have another Org where I can see the Status and Chat both. I cannot find the reason of this behavior as we al know that Status and Chat both come with basic default permissions only. 

Hello Subhajit,

Everyone with the employee role should have the following permissions by default:

• Presence > Presencedefinition > View

You also mentioned that you were having an issue seeing the chat in Genesys Cloud. Are you running the webapp version of Genesys Cloud? Do you have any extensions running that could be affecting the UI?

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues. 

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues. 

Subhajit - we had issues this morning where Presence > User Presence > Edit as this was missing from a custom role we created.

Reviewing the Audit logs, couldn't see any changes made on that permission.

Not sure it its linked to the latest release notes scheduled for this week (Deprecation: Update a user's presence without permission restrictions).

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues. 

Hi Dan

This is a new org and I can not see the status from the beginning. I don't this it is related to the current deprecation update or the latest issue happened. Still, I cannot ensure anything, I'll raise a case and keep you posted.

Subhajit - we had issues this morning where Presence > User Presence > Edit as this was missing from a custom role we created.

Reviewing the Audit logs, couldn't see any changes made on that permission.

Not sure it its linked to the latest release notes scheduled for this week (Deprecation: Update a user's presence without permission restrictions).

All the users cannot see user's presence and status in Genesys cloud org. I have assigned employee, communicate-user, communicate-admin, master admin and admin roles to my user account but still cannot see the status. 

Though the permission Presence > Presencedefinition > View is present in Employee role, but no status is visible. Initially I thought this is permission issue, but now I've doubt in my thought process after seeing the permission in place. 

Also, I cannot see the collaborate chat. Please assist me to fix both the issues.