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Administrators can now use the new Recording > RecordingSegment > View permission to grant segmented access of call recordings that occur after January 12, 2022. This enhancement provides more granular control over which portions of a call that supervisors, quality management evaluators, and agents can access. Access control by call segment is not available for recordings prior to this date. For more information, see Access control transactional objects. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Genesys announced on December 8, 2021 that it will change the permission requirement for adherence notifications on January 12, 2022. Genesys has postponed the effective date to March 9, 2022. Agent roles must now include the new permission, Workforce Management > Adherence > Notify, to receive and view adherence notifications. Genesys Cloud will automatically add the new permission to any role that contains the Workforce Management > Agent Schedule > View permission. For more information, see Workforce management adherence notifications permissions change. This permission requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.