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  • 1.  Agents only able to see their interactions?

    Posted 08-27-2019 08:48
    Good Morning,

    I know we can filter views when in the interactions area of PureCloud, then save the view so an agent can see their interactions only. We do not want agents to view any other interactions of fellow agents, queues that they are not assigned too, etc.

    I am thinking creating divisions may help with separating them from other Queues (and agents not in their same queue), but we still do not want them to see/view the interactions of the agents within the same queue as them.

    has anyone done this? is it even possible?

    Thank you, Mike



    #Routing(ACD/IVR)

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: Agents only able to see their interactions?

    GENESYS
    Posted 08-27-2019 09:29
    Where are the agents seeing the queue interactions?

    The standard Roles for agents (PureCloud User, Outbound Agent) do not grant access to the Interactions view or any other view that shows the queue interactions. Thus, by default, the agents only see the interactions which are sent to them.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Agents only able to see their interactions?

    Posted 08-27-2019 09:40
    let me explain a little better.......

    I am referring to when you go to "Performance" tab, "Interactions", and can view all interactions. They currently do not have access to this view because we do not want them to have access to all interactions, especially if the interactions are recorded, etc.

    if we are able to, we would like for them to be able to see only their past interactions/recordings, it would allow for them to review the recording to be assured they have inputted the correct information in the claim they have just taken via the phone.

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    Michael Schimento
    Zenith Insurance Company
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    Original Message


  • 4.  RE: Agents only able to see their interactions?

    GENESYS
    Posted 08-27-2019 10:30
    Got it.

    There is no way to lock down the interactions they can see. About all you can do is limit the Recordings they can view by granting the Recording > Recording > View permissions and setting the Conditions to User Equals Current User:


    They also need the Conversation > Communication > View (no more) to see the Interactions view.

    With the permissions set up that way the users will be able to see all the interactions, but can only view/listen to the recordings of their own and no one else's.

    That's the best I can think of for what you want to do. Sorry.


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Agents only able to see their interactions?

    Posted 08-27-2019 10:35
    Thank you George, it is more then what I had.....

    I will give it a try.....

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    Michael Schimento
    Zenith Insurance Company
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    Original Message


  • 6.  RE: Agents only able to see their interactions?

    Posted 09-13-2019 10:05

    Hey George

     

    I finally revisited this scenario and your suggestion definitely worked and we are good to go.......

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


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    Original Message


  • 7.  RE: Agents only able to see their interactions?

    GENESYS
    Posted 09-13-2019 10:59
    Thanks for letting me know!

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Agents only able to see their interactions?

    Posted 09-09-2020 14:11
    Hi George

    We are having the same issue as Michael. I was trying to follow those steps, but I could not find any of those options.

    Can you please tell me where I can find those options?

    Thank you

    ------------------------------
    Ruben Pellizzeri
    Anthem, Inc.
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    Original Message


  • 9.  RE: Agents only able to see their interactions?

    Posted 02-08-2023 12:15

    Hi Everyone,

    I raise this thread again.

    Do we know if there is a new permissions in order to do the requirement asked by @Michael Schimento ?

    Thanks

    ​

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    Josue Garcia
    Evolutio Cloud Enabler, S.A.
    ------------------------------

    Original Message


  • 10.  RE: Agents only able to see their interactions?

    Posted 08-31-2023 09:26

    Hello Everyone,

    Disabling 'Conversation  Communication  View' permission will prevent agent having access to the 'Interaction View' tab thus limiting to view to only those interactions handled by them.

    Agent's view:

    Thanks,

    Lalitha Ammiraju



    ------------------------------
    Lalitha Ammiraju
    Connex Telecommunications Inc
    ------------------------------

    Original Message


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