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?

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.

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?

Hi Samuel,

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

Regards

Matt

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.

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?