Genesys Cloud (formerly PureCloud)

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Roles

  • 1.  Roles

    Posted 03-27-2020 08:12

    Hi,

    I am struggling when I try to hide different objects for my agents.

    My Agents have the purecloud employee and the purecloud User role (which arent modified) and since wednesday, after the weekly update, they are now able to the the "Admin" tab in the header and they can access "Wrap up codes" and "Queues" - they luckily cant edit something there but I dont want them to see the Admin tab.

    I tried to disable a few permissions (e.g. Routing > Queue > View; and Routing > Wrap-up Code > View) and it disappeared from the admin tab (when I disable both, the admin tab disappear but my agents are unable to assign and unassign to queues anymore.)

    Where do I find the right permission to just hide the tab, but not the functionalities of my agents and furthermore, can I get informed about those changes? I dont found anything in the patchnotes so I assume they did not change anything there (but apparently I was wrong)

    Sincerely
    Florian


    #SystemAdministration

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    Florian
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  • 2.  RE: Roles

    GENESYS
    Posted 03-27-2020 08:26
    I see the same in my organization. I am guessing that is not intended functionality. I don't think you can control it via permissions.

    Please open a case with Care so it can get checked out with development.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Roles

    Posted 03-30-2020 04:31
    Hi Florian,

    I noticed this on our customer Orgs too, so raised a case with support last week, they advised that they are aware of this and are working on it:

    We have identified a possible issue. It is already raised and in the process of investigation and testing. However no ETA yet on when will be the fix but we will update you as soon as there's new development or if we may need any additional information

    Thanks Luke

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    Luke Mitchell
    G3 Comms Ltd
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  • 4.  RE: Roles

    Posted 03-30-2020 04:44
    Hi George, hi Luke,

    Thanks for your replies. I hope the problem will be fixed soon!

    Regards
    Florian

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    Florian Pickert
    T-Systems Multimedia Solutions GmbH
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  • 5.  RE: Roles

    Posted 12 days ago

    Hi Luke,

    Do you have any updates regarding your ticket?

    May it helps if I would open another customer care case here?

    Best Regards
    Florian



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    Florian Pickert
    T-Systems Multimedia Solutions GmbH
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  • 6.  RE: Roles

    Posted 12 days ago
    Hi Florian,

    Genesys rolled out a fix on 13th April, after this the issues for my clients were resolved, if you are still having them, then best to open a case with support?

    Thanks Luke

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    Luke Mitchell
    Conn3ct
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