Genesys Cloud CX

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  • 1.  Custom Role

    Posted 05-05-2022 16:18
    Hello All,

    I have a created a custom role for our client to only view interactions. I also created a standalone phone for them to call in to their dispatch center without going through the IVR to reach someone. The client wants to review the interactions/ recordings on that line. Since I am an admin I can see all the interactions and listen to the recordings as well.
    I created the custom role and based it off of the Supervisor role. I follow the roles/permissions from this link (Products, roles, and permissions list - Genesys Cloud Resource Center). I have a test account that I use to verify I am getting the requested results. The only issue I have is, when I search via DNIS, I get no results. When I use my Admin account I am successful in viewing all DNIS. I provided a screenshot that is attached, and I listed all permissions. Any assistance would be greatly appreciated, and if I need to provide more details please let me know.

    Analytics> Conversation Aggregate> View
    Analytics> Conversation Detail> All Permissions
    Analytics> Conversation Properties> All Permissions
    Analytics> Data Export> Add
    Analytics> Data Export> Delete
    Analytics> Data Export> Edit
    Analytics> Data Export> Publish
    Analytics> Data Export> View
    Analytics> Evaluation Aggregate> View
    Analytics> Insight Configurations> View
    Analytics> Queue Observation> View
    Analytics> Tab Configurations> All Permissions
    Analytics> View Configurations> All Permissions
    Audits> Interaction Details> All Permissions
    Conversation> Call> Monitor
    Conversation> Communication> View
    Directory> User> View
    External> Contacts Conversation> Associate
    Quality> Evaluation> View
    Recording> Annotation> View
    Recording> Recording Job> View
    Recording> Recording Segment> View
    Recording> Recording> Download
    Recording> Recording> View
    Reporting> Custom Participant Attributes> View
    UI> Supervisor DNIS Performance> View
    UI> Supervisor Queue Details> View

    Kelly Quarles
    Firstgroup America, Inc.

  • 2.  RE: Custom Role

    Posted 05-11-2022 11:21
    Hi Kelly,

    Just noticed in the media you attached, the user with the custom role is adding parenthesis and dashes to their search.  If they remove them and search with only numbers they should be successful.

    Bethany Han
    Business Application Expert
    Blue Cross and Blue Shield of North Carolina

  • 3.  RE: Custom Role

    Posted 05-11-2022 11:27
    Hello Bethany,

    I tried that as well. But I have figured it out. I had to provide the Home division to the role for it to work. I worked with a Genesys tech and that was the last thing we tried and it populated the DNIS. It is strange, but it worked. Thank you for your input.

    Kelly Quarles
    Firstgroup America, Inc.