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
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Andrew Boland
Genesys - Employees
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Original Message:
Sent: 05-11-2022 16:27
From: Amber Krueger
Subject: Scheduled Coaching and Attaching Interactions
Thank you - we were able to get people access. I appreciate the guidance!
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Amber Krueger
Ultimus Fund Solutions, LLC
Original Message:
Sent: 05-11-2022 15:16
From: Natalia Abad
Subject: Scheduled Coaching and Attaching Interactions
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
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Natalia Abad
Genesys - Employees
Original Message:
Sent: 05-11-2022 11:22
From: Amber Krueger
Subject: Scheduled Coaching and Attaching Interactions
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?
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Amber Krueger
Ultimus Fund Solutions, LLC
Original Message:
Sent: 05-11-2022 10:18
From: Tracy Vickers
Subject: Scheduled Coaching and Attaching Interactions
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.
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Tracy
Genesys
Original Message:
Sent: 05-09-2022 09:00
From: Amber Krueger
Subject: Scheduled Coaching and Attaching Interactions
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:
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
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Amber Krueger
Ultimus Fund Solutions, LLC
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