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  • 1.  Quality Permissions - Division Aware

    Posted 07-10-2020 03:24
    Hello everyone!

    While having a look to the PureCloud permissions, I have noticed that although Quality>Evaluation permissions are Division Aware, the Quality>Calibration ones aren't. I was wondering why there is that difference.





    Thank you!
    #QualityManagement

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    Adrian Santamaria
    Indra Sistemas S.A.
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  • 2.  RE: Quality Permissions - Division Aware

    Posted 07-10-2020 13:52
    With Division Aware, that permission will respect divisions in Genesys Cloud so anyone using these features will only see the queues and uses from the division(s) they are members.  If it is not Division Aware, you will be able to see the status of that feature for ALL users and queues.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Quality Permissions - Division Aware

    Posted 07-13-2020 02:54
    Hello!

    Yes, I understand how divisions work. What I meant was that I don't understand why Evaluations are Division Aware, meanwhile Calibrations don't, being so similar features.

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    Adrian Santamaria
    Indra Sistemas S.A.
    ------------------------------

    Original Message


  • 4.  RE: Quality Permissions - Division Aware

    Posted 07-13-2020 11:08
    Maybe a big OOPS?  I see your point and definitely should not be this way.  Put in a trouble ticket and an Idea so it gets visibility.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Quality Permissions - Division Aware

    Posted 07-15-2020 02:50
    Hi! Here is the answer I got in the ticket:

    We have since been in contact with our Quality Development (QM) Dev team on this query. Kindly view the response below: 

    • This configuration is not a bug.
    • The current setup of Quality>Evaluation and Quality>Calibration permissions are designed that way - which is to say that calibration permissions are not division aware.
    • The rationale behind this configuration was that calibrations would not require division awareness since we envisioned them being carried out by users with quality admin and quality evaluator permissions. It didn't seem necessary to allow for subdividing that permission.
    • If there is a good use case for you requiring the permissions to be division aware, though, we highly recommend that you submit a Lab Idea on this requirement! Encouraging this and other partners to vote on the idea may see it implemented into future PureCloud releases!
    • An example use case would be; for customers with their own customers, and wanting to partition their org by division or divisions.


    ------------------------------
    Adrian Santamaria
    Indra Sistemas S.A.
    ------------------------------

    Original Message


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