Why is an agent not being added automatically from Genesys Cloud?

Troubleshooting Scenario

You expect Genesys Cloud agents to be automatically added (synced) to Mindful Feedback when a survey interaction is delivered for one of the agent's conversations. You believe that a particular agent should have been synced to Mindful, but you cannot find the agent on the Manage Users page.

Troubleshooting Steps

Check the following items, in order, to find the root cause of an agent not showing up in Mindful via Genesys Cloud syncing.

Step 1) Find the Interaction and Verify that Syncing has Occurred

On the Interaction Details page, search for the interaction that should be associated with the missing agent. When you have found the interaction, expand the Events section to see if a Genesys sync has occurred.

example of Interaction Details with the Events section highlighted

In the example above, no Genesys sync event is listed. If you do not see a sync event, move on to the next step.

Step 2) Check the Survey Mapping

If the Genesys sync has not occurred, check the Survey Mapping for the survey associated with the interaction (Settings > Customer Settings > Integrations > Genesys Cloud > Configure Genesys Cloud > Configure Polling tab).

Make sure you have configured a Survey Mapping with the following parameters:

  • Match Mode: Match Only
  • Conversation attribute: id
  • Existing survey attribute: External Reference
example of correct survey mapping settings
If you find that the mapping is not configured correctly, first update the configuration, then sync the interaction manually on the Interaction Details page:image of the icon to sync an interaction with Genesys Cloud

If needed, you can email the Mindful Support team to request a bulk sync for all interactions related to the mapping.

Step 3) Provide the Conversation ID to Mindful Support for Further Troubleshooting

What if the Genesys sync has occurred and the conversation has been synced, but the agent is still not shown on the Manage Users page? In this case, the Mindful Support team can use the PureCloud API to verify that the agent is licensed in Genesys Cloud and that the information is being attached to the Genesys Cloud conversation object.

Client step: Obtain the Conversation ID (External Reference) and provide it to the Mindful Support team.

Mindful Support steps:

  1. On the Misc > API Explorers page (Super-Admin Functions), open the Genesys Cloud Tab.
  2. Select GET for the request type.
  3. Enter /api/v2/conversations/<conversationId> in the URL field. Enter the Conversation ID provided by the client.
  4. Click Submit.image of the A.P.I. explorers page

  5. Search for the word "agent" to locate agent information in the Genesys conversation data

    example genesys conversation dataexample genesys conversation data

  6. If you find an agent name, search for that exact name on the Manage Users page.

  7. If you are not able to find the agent with this exact name, then it is likely that the agent has not been licensed in Genesys Cloud.

If you were able to find the agent in the previous section, but the syncing is still not occurring, escalate the case to the Mindful development team. You should only get to this point in very rare cases.