Genesys Cloud (formerly PureCloud)

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Permissions for Agents to see Chat Transcripts

  • 1.  Permissions for Agents to see Chat Transcripts

    Posted 09-17-2020 15:16
    Edited by Louis D'Ambrosio 09-18-2020 11:12

    Hello,

    I am trying to get the right permissions for an agent to be able to access the transcript of a chat or the listening of a call. The agents are provided the URL that leads to the interactions.

    I have created a role and updated the permissions following these information:
    Agents Interactions Detail view - Genesys Cloud Resource Center

    View an interaction's details - Genesys Cloud Resource Center

    However, when the agent tries to access the interaction, he gets this error as shown in the screenshot.


    Is there more permissions to give to the agent to access the transcript of the conversation?

    #QualityManagement
    #Unsure/Other

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    Louis D.
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