Genesys Cloud - Main

Hello

On the 3rd of March 26 agents in my org have reported that they are unable to access any of their interactions using the My Interactions tab. When I try to access my own test interactions from My Interactions I get the same two options to copy the conversation ID or to flag the call for quality issues. 

Being an Admin I can access my calls from the queue interactions page or from the Agent Interaction page but i (and the agents) cant access our respective calls from the My Interactions page. 
When a link to the interaction is sent, the agent can view the interaction as before with sensitive information blanked out.
Is there anyone else experiencing this and is this part of a wider change to how interaction access is being handled?

Hi Kuda

I tested on my side and I am able to view and access all my interactions from the "My interactions" workspace

The only think I could not do as the agent was listen to the recording which is correct according to my permissions.  

Link to permissions required - https://help.genesys.cloud/articles/my-interactions-view/

Are the agents getting an error when trying to access the interaction?

Regards

Hello Stephan

The permissions from the link you provided are enabled for agents and above. 

There aren't any error message showing up.
So what used to happen was you could click anywhere on an individual interaction to view its details and the recordings etc, but since about the 2nd of March, we have to use the meatball menu on the far right. In the screenshot above, from the My Interactions tab, there isn't an option to View Details for the interaction. Everyone, admins, agents, supervisors, can only copy the Conversation ID or toggle the voice quality flag. 
However admins and supervisors have access to the interactions through queue interactions, overall interaction view etc and they would see this:
allowing us to get into the Interaction details. 
This leaves the agents unable to go back and review certain details that were mentioned in the call. The strange thing is, if the agent is sent a link to the call by a supervisor or admin, then it will open up for them as it did before with sensitive data blocked from their view. 

Hi Kuda

Thank you for the clarification, I see the same on my side.  I had a look at the release notes to see if there was perhaps something mentioned, but could not find anything.  I did however notice the following - https://help.genesys.cloud/articles/my-interactions-view/

It mentions that you click on the interaction to open the interaction detail page, does not mention anything about the "view details".  I'm assuming this changed, unless someone else on the community perhaps has some additional info.

Regards