My agent cannot access a tool
If someone cannot access Our Place, or PLACE Academy, we can start with Brivity's 'Hide from Roster' Toggle
Troubleshooting Agent Access to PLACE Tools
Initial Access Check (Hide from Roster Toggle)
When a user is able to access Brivity but cannot access another PLACE tool, the primary step is to check their backend profile configuration.
- Where to look: Navigate to the user's Brivity profile and check under User Details.
- The "Hide from Roster" Toggle: Check if the "hide from roster" switch is turned on. If this toggle is enabled, the user is automatically blocked from accessing PLACE tools.
- Likely Cause: If the user can log into Brivity successfully but cannot access other PLACE tools, the issue is highly likely caused by this toggle being turned on.
Identifying the Specific PLACE Tool
The word "tool" is broad and can cause confusion. Support agents must clarify exactly which platform the customer is trying to use.
- Potential Tools: The customer could be referring to Our Place or PLACE Academy.
- Action Required: Clarify with the customer which specific tool they are referencing before proceeding with deep troubleshooting.
Resolving the "Hide from Roster" Toggle Issue
If you find that the "Hide from Roster" toggle is enabled, do not change it without verification. Follow these protocol steps:
- Verify Intent with the Team: Check with the team to determine if turning this toggle on was a mistake or intentional.
- If it was a mistake: Simply switch the toggle off to restore the agent's access.
- If it was intentional: Research why it was turned on. Work with the team to find an alternative method to achieve their administrative goal that still allows the agent to retain access to their PLACE tools.