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  • 1.  Role and Permisions for Email view conversation only

    Posted 08-15-2019 07:15
    Edited by glenn leidecker 08-15-2019 14:19
    Hi All.

    we have a Customer that need to seperate views of Voice recordings and Email conversation,

    Used case:
    Agent / Supervisor find Email interaction and can see the entire email conversation, agent go back and wants to see a voice interaction but recording (if enabled) must not be visible only details of call and timeline.


    The Recording part is fixed, but i can`t seem to find the proper roles for showing a email conversation in "Interactions" is there anyone who can list the set of roles for that specific task. assigning the "supervisor role" will do trick, but i dont want to ad additional tools or rights..
    #Reporting/Analytics

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    Glenn leidecker
    TDC Netdesign
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  • 2.  RE: Role and Permisions for Email view conversation only

    Posted 08-20-2019 10:12
    Hi Glenn!

    I had quite same problem and found a solution. Below permission will work in case your customer handles emails and call in different queues.

    Add new role and give it permission Recording > Recording > View. Edit Conditions. Add Condition Type = Queue /  Operator = Equals / Value = "Add queues that have only emails".

    Hope this helps in your case.

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    Br

    Rami Mantere
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    Original Message


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