Thanks.
Here's my concern, and I'm hoping someone from Genesys can address it: Genesys Cloud requires the
Routing > Queue > Join permissions for agents to activate/deactivate
themselves in queues and for supervisors to activate/deactivate agents in queues from supervisor displays such as
Queue Agents Detail. However, to perform that same function from the
Queue Activity Detail (.../directory/#/anaytics/queues/
guid/activity) are you required to grant supervisors the
Routing > Queue > Edit permission.
It seems antithetical to the concept of
least privilege to require giving users whose role does not require them to manage queue configurations from
Admin > Queues, access to that functionality. The
Queue Activity Detail page interface is much more easily navigated to adjust agent's active/inactive status.
It is documented that activation/deactivation is the only reason to need
Routing > Queue > Edit on the
Queue Activity Detail page (
https://help.mypurecloud.com/articles/queues-activity-detail-view/).
I've been trying to understand the variance in permission requirements, and I've been unable to come up with an explanation.
I'd appreciate any feedback from Genesys.
Thanks.
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Patrick Rada
Keypath Education LLC
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Original Message:
Sent: 07-28-2020 13:11
From: Charaf Eddine Chemlal
Subject: Supervisors Activating / Deactivating Agents on a Queue
Hello Patrick,
You are right, in the Queues Agents Detail view, you can activate and deactivate agents who are already members of that queue.
For this, you would need Routing > Queue > Join permission.
Regards,
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Charaf Eddine Chemlal
NTT France
Original Message:
Sent: 07-28-2020 09:28
From: Patrick Rada
Subject: Supervisors Activating / Deactivating Agents on a Queue
I know this has been brought up before, but the permission needed for a supervisor to activate and deactivate agents on a queue though the supervisor Performance pages is Routing > Queue > Join, correct?
#Omni-ChannelDesktop/UserInterface
#SystemAdministration
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Patrick Rada
Keypath Education LLC
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