Why is Mindful Feedback not appearing in an agent's Genesys apps?

Troubleshooting Scenario

You expect the Mindful Feedback app to appear in an agent's Genesys Cloud apps, but it is not showing up as expected.

Troubleshooting Steps

  1. In the Genesys Cloud User Interface, go to the Admin page.
  2. Select the Integrations link under the Integrations section.image of the Genesys Cloud Admin page with Integrations called out
  3. Locate the Mindful Feedback or Survey Dynamix integration. Select the integration and go to the Configuration tab.
  4. Scroll down to the Group Filtering section.
  5. Click the Select Groups button. image of the configuration tab
  6. In the modal window that appears, add the group that the agent belongs to (note that the group may not say Survey Dynamix as shown). Alternatively, you could add the agent to the group that is being filtered or remove the filter.
  7. Click Save in the modal window.image of the Select Groups modal window
  8. Click Save at the bottom of the Configuration page.
Note: You may have more than one instance of Mindful Feedback or Survey Dynamix listed under your integrations, and you must follow these steps for each integration. After completing the steps above, go to Admin > Integrations > Integrations to determine if you have any other instances of Mindful Feedback or Survey Dynamix. Repeat steps 3 through 8 for each instance.