Agent information - neither the agent's name nor the avatar (image) of the agent is displayed

[wchavez]

I test a web chat widget implementation of the PureCloud API and it worked correctly, but neither the agent's name nor the avatar (image) of the agent was displayed in the chat container.

I found in the console debug logs that PureCloud identified the agent that pickup the chat interaction but could not "get agent info for participant" because the "Agent profile is not available", as I show bellow:

1. Agent: "<presence id="5cdf138500009fcd7117dd01" to="5cdf13810000013e13eb546c@guest.orgspan.com/webchat-5342" from="acd-62a0b5a4-0924-4ec0-895c-904ad1f44b7a@conference.guest.orgspan.com/William Martin Chavez Gonzalez".

2. "ERROR cloud-webchat$1.0.0/src/services/chat: Failed to get agent info for participant 5a99cfbc71fcec1607682e64@organization.com".

3. Unhandled promise rejection
   {…}
   abort: function abort()
   always: function always()
   catch: function catch()
   done: function add()
   fail: function add()
   getAllResponseHeaders: function getAllResponseHeaders()
   getResponseHeader: function getResponseHeader()
   overrideMimeType: function overrideMimeType()
   pipe: function pipe()
   progress: function add()
   promise: function promise()
   readyState: 4
   responseText: "Agent profile is not available"
   setRequestHeader: function setRequestHeader()
   state: function state()
   status: 404
   statusCode: function statusCode()
   statusText: "Not Found"
   then: then()

I do not know how put the agent profile available to PureCloud chat. I followed the instructions of this link, but it was not worked: https://help.mypurecloud.com/articles/add-an-agent-alias-name-and-image/

I appreciate your help or any ideas to solve this problem. I do not know if this problem was resolved previously in any PureCloud support ticket but if it was not, I will put the case and share the solve of this problem with you.

Thanks a lot.

[tim.smith]

If you have followed the instructions to set the agent image and name and it's still not working, please open a case with PureCloud Care to investigate.

[wchavez]

Thank you Mr. Smith. I saw this issue since August, 2017. I hope we can solve it with the PureCloud Care support team.
Thanks!