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  • 1.  I'm looking for a best practice.... should we create a new role per language?

    GENESYS
    Posted 11-28-2016 16:01

    I'm wondering if I should create a different agent role for Spanish, German, French, etc?  Are there benefits one way or another?



  • 2.  RE: I'm looking for a best practice.... should we create a new role per language?

    GENESYS
    Posted 11-29-2016 15:19

    Great question @Shanti Lall.  I bet @George Ganahl might be able to weigh in.



  • 3.  RE: I'm looking for a best practice.... should we create a new role per language?

    GENESYS
    Posted 11-29-2016 15:48

    As a best practice, no.

     

    Roles are used to grant users permission to access features of PureCloud, which is separate from the concept of languages. Even if you were to create separate queues for the different languages, the roles assigned to the agents would remain the same across queues for the same feature access.

     

    Hope that helps!



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