Workforce Engagement Management

 View Only
Discussion Thread View
  Thread closed by the administrator, not accepting new replies.
  • 1.  Scheduled Coaching and Attaching Interactions

    Posted 05-09-2022 09:01
    No replies, thread closed.
    We are using the schedule coaching feature for the first time and attached interactions for the agents to listen to. The interaction is one that was recently taken by that particular agent. Each agent is reporting that they are getting an error message when trying to listen to the interaction recording: image

    I'm looking through the Resource Center, but don't see anything about agent permissions needed to listen to the recordings. They are able to listen to their interactions that were evaluated, so I don't know what's going on. Can anyone help? Thanks!
    #Learning/Coaching
    #QualityManagement
    #Workforce Engagement Management
    #Other/NotSure

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------


  • 2.  RE: Scheduled Coaching and Attaching Interactions

    GENESYS
    Posted 05-11-2022 10:19
    No replies, thread closed.
    Hi Amber,

    Have you checked  - https://help.mypurecloud.com/articles/work-with-an-interaction-overview/ :

    Prerequisites

    The following permissions for conversation details:

    • Analytics > Conversation Detail > View 
    • Conversation > Communication > View
    • Recording > Recording > View permission or Recording > RecordingSegment > View permission 
    This may help.

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: Scheduled Coaching and Attaching Interactions

    Posted 05-11-2022 11:23
    No replies, thread closed.
    Yes. So what we are running into is the person can listen to their evaluated calls. But any of their interactions that we add as an attachment into a coaching session won't load - they get a message that they are not authorized. We have the above permissions set. Other thoughts?

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



  • 4.  RE: Scheduled Coaching and Attaching Interactions

    GENESYS
    Posted 05-11-2022 15:17
    Edited by System 01-26-2024 19:24
    No replies, thread closed.

    Hello Amber,

    Thank you for your feedback and comment.
    I'm adding to the thread to @Andy Boland and @Daniel Ho as they will be able to provide additional information.

    I leave these Links for the moment that may help with the permissions review.
    Access control
    Add an interaction to an existing coaching appointment
    Edit a coaching appointment
    Coaching with quality management overview

    For additional information about Access control for recording segments​​​​ here is our library entry



    ------------------------------
    Natalia Abad
    Genesys - Employees
    ------------------------------



  • 5.  RE: Scheduled Coaching and Attaching Interactions

    Posted 05-11-2022 16:28
    No replies, thread closed.
    Thank you - we were able to get people access. I appreciate the guidance!

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



  • 6.  RE: Scheduled Coaching and Attaching Interactions

    GENESYS
    Posted 05-12-2022 12:03
    No replies, thread closed.
    Hi Amber

    Thanks for your post.

    Just to quickly clarify, in the above message you say you managed to get people access. Is this issue now resolved?

    When adding interactions to a Coaching session an Agent is not necessarily granted permission to listen to the recording as standard. This is slightly different if an evaluation has been completed, in which case permission is granted for an interaction so the Agent can review.

    It is possible to grant Agents permission to their interactions though, check out the below link if you'd like to set this up.

    https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/

    Additionally if you're starting to use the Coaching capability please reach out with any feedback you have about the feature, we're always really keen to get user feedback.

    Thanks

    ------------------------------
    Andrew Boland
    Genesys - Employees
    ------------------------------



  • 7.  RE: Scheduled Coaching and Attaching Interactions

    Posted 05-12-2022 12:46
    No replies, thread closed.
    Yes, thank you - we were able to play with permissions and it seems like we figured it all out. My suggestion is that they would be able to access anything that is linked into the coaching session - otherwise, it doesn't make sense to include a link for an interaction. We'd also suggest that any updates to a coaching session would send a notification to those who are affected. Thanks!

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources