CCpulse not showing objects of Agent Group

Genesys Cloud Routing
1

Hi All,

I have a problem with one of the Agent Groups where it is not showing the group members from CCPulse that too only when accessed by one particular access group.

But, GI2 shows the members of agent group when accessed by the same access group.

I have compared the access group with that of working one and both are exactly the same.

Please advise where will the problem be. I am afraid that if I delete the agent group and recreate it, its historical data will be gone.

2

What? Can you post screenshot of what youn mean?

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3

Hi Cavagnaro,

I have uploaded the screenshot of CCPulse not showing the agent group objects in below link:

https://drive.google.com/open?id=0BwrKWmQSxqt5bXk2TGxOdWpmbWs

4

Not sure what you’re meaning by not showing the members. Have you loaded a dynamic view to that group in CCPulse?

Or are you expecting to see each agent listed in the Objects view?

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5

Hi Nonny,

I was expecting to see the list of agents in the objects view of CCPulse.

I can see members of different agent group without any issues.

6

It depends how to current workspace is configured. You have an option define how the group will be presented in UI (Just Agent Group or Agent Group with members).

7

Hi Kubig,

thanks for the info. I am creating workspace with 2 similar agent groups and for one it is showing with members and for the other it is not. Which means I have the option to see members of a group in my workspace is enabled I guess.

Any idea if we have the configuration for individual groups ?

8

have captured the error when trying to create real time view for members:

https://drive.google.com/open?id=0BwrKWmQSxqt5SHlRTnJKZ2Y0blk

And workspace showing members for one agent group and not for another :

https://drive.google.com/open?id=0BwrKWmQSxqt5UzZGMExkT2x1RW8

9

It seems the workspace is corrupted. The second screen does not seem like an error, it point zou have not allowed listing the agents for the second group.

10

Thank for the info Kubig.

Any idea, how to allow agent listing for groups?

Am sorry if its a silly question. I am seeing this problem for the first time.

11

Hi All,

Finally figured out the problem. The Supervisor was not having access to the agents inside the agent group [Agents belong to a different location] and hence the agents were not showing up in the objects panel. I have updated the supervisor access and the problem is solved now.

Thanks guys for all your inputs.

12

Thanks for the update

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