Hi Community

one of our agent has issue when doing monitor through Genesys cloud.

as far as we confirmed, the correct process seems like below.

1, after clicked monitor button, Genesys will post the monitor API.

2, Genesys will display alert popup. and in browser console, will display "Alert user Participant".

3, Monitor success. and in browser console, will display "User Participant Connected".

but one of agent can not get participant data after joined monitor,

the first step, this agent post monitor request, and received 202 response, no issue.

but problems came out during second step, and third step, 

this agent displayed alert popup, but this agent did not show "Alerting User Participant" in console,  and also did not display "User Participant Connected" in console after this agent clicked "answer" button.

it seems loggingService.js did not work, but have no idea why it' not work, currently only one agent has got this issue.

by the way, all agents are using the same browser (Edge).

Does anyone has help this issue.

Regards,

Chengcheng

Have you tried clearing cache & cookies?

Best,

Hi Community

one of our agent has issue when doing monitor through Genesys cloud.

as far as we confirmed, the correct process seems like below.

1, after clicked monitor button, Genesys will post the monitor API.

2, Genesys will display alert popup. and in browser console, will display "Alert user Participant".

3, Monitor success. and in browser console, will display "User Participant Connected".

but one of agent can not get participant data after joined monitor,

the first step, this agent post monitor request, and received 202 response, no issue.

but problems came out during second step, and third step, 

this agent displayed alert popup, but this agent did not show "Alerting User Participant" in console,  and also did not display "User Participant Connected" in console after this agent clicked "answer" button.

it seems loggingService.js did not work, but have no idea why it' not work, currently only one agent has got this issue.

by the way, all agents are using the same browser (Edge).

Does anyone has help this issue.

Regards,

Chengcheng

Hi Rudnev

thanks for your reply, yes, I have cleared cache & cookies from edge browser and chrome browser.

but both edge browser and chrome browser still have the same issue.

Regards,

Chengcheng

Have you tried clearing cache & cookies?

Best,

Hi Community

one of our agent has issue when doing monitor through Genesys cloud.

as far as we confirmed, the correct process seems like below.

1, after clicked monitor button, Genesys will post the monitor API.

2, Genesys will display alert popup. and in browser console, will display "Alert user Participant".

3, Monitor success. and in browser console, will display "User Participant Connected".

but one of agent can not get participant data after joined monitor,

the first step, this agent post monitor request, and received 202 response, no issue.

but problems came out during second step, and third step, 

this agent displayed alert popup, but this agent did not show "Alerting User Participant" in console,  and also did not display "User Participant Connected" in console after this agent clicked "answer" button.

it seems loggingService.js did not work, but have no idea why it' not work, currently only one agent has got this issue.

by the way, all agents are using the same browser (Edge).

Does anyone has help this issue.

Regards,

Chengcheng

Are there any errors or irregularities in the logs / console when you get this issue?

Have you tried logging in with these users on different machines? 

Best,

Hi Rudnev

thanks for your reply, yes, I have cleared cache & cookies from edge browser and chrome browser.

but both edge browser and chrome browser still have the same issue.

Regards,

Chengcheng

Have you tried clearing cache & cookies?

Best,

Hi Community

one of our agent has issue when doing monitor through Genesys cloud.

as far as we confirmed, the correct process seems like below.

1, after clicked monitor button, Genesys will post the monitor API.

2, Genesys will display alert popup. and in browser console, will display "Alert user Participant".

3, Monitor success. and in browser console, will display "User Participant Connected".

but one of agent can not get participant data after joined monitor,

the first step, this agent post monitor request, and received 202 response, no issue.

but problems came out during second step, and third step, 

this agent displayed alert popup, but this agent did not show "Alerting User Participant" in console,  and also did not display "User Participant Connected" in console after this agent clicked "answer" button.

it seems loggingService.js did not work, but have no idea why it' not work, currently only one agent has got this issue.

by the way, all agents are using the same browser (Edge).

Does anyone has help this issue.

Regards,

Chengcheng