Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agent Interactions Viewing Persmissions

    Posted 04-18-2025 15:41
      |   view attached
    No replies, thread closed.

    Good Day,

    I am building out custom roles for our org. I have copied the User Role and am trying to add the permission(s) that will allow agent to be able to view their transcripts. In this case it's our Web Messaging transcripts. I have gone through and added the Prerequisites from My Interactions view - Genesys Cloud Resource Center.

    I have also gone to other sites as well and added permissions. Could anyone please let me now which permissions would achieve what I'm looking for?

     


    #SystemAdministration

    ------------------------------
    Tim Seneca
    ------------------------------


  • 2.  RE: Agent Interactions Viewing Persmissions

    Posted 04-18-2025 16:23
    No replies, thread closed.

    Hello Tim,

    I was looking at this Resource Center article and I think you need to add the following permission:

    • Speech and Text Analytics > Data > View 


    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Agent Interactions Viewing Persmissions

    Posted 04-21-2025 08:24
    No replies, thread closed.

    Hi Jason,

    Thank you for your reply. That was one of the permissions I had set already. Unfortunately, that permission isn't the missing link. I do appreciate your help.

    -Tim 



    ------------------------------
    Tim Seneca
    ------------------------------

    Original Message


  • 4.  RE: Agent Interactions Viewing Persmissions

    Posted 04-21-2025 15:08
    Edited by Orhun Sahin 04-21-2025 15:10
    No replies, thread closed.

    Hi Tim,

    You shoul grant the Recording > Recording > View access to the agents' roles. This will give them abilitiy to view any recording. If you just want them to be able to view the SMS recording then you can set a role condition that allow them to view specific media types.



  • 5.  RE: Agent Interactions Viewing Persmissions

    Posted 04-21-2025 15:26
      |   view attached
    No replies, thread closed.

    Hi Orhun,

    Thank you for your reply. I do have Recording > Recording > View already added. The default condition looks to me like it would allow the agent to look at the transcripts. I have attached a screenshot. Please let me knw if I am incorrect.

    Thank you

    -Tim



    ------------------------------
    Tim Seneca
    ------------------------------

    Original Message


  • 6.  RE: Agent Interactions Viewing Persmissions
    Best Answer

    Posted 04-21-2025 15:46
    No replies, thread closed.

    Hi Tim,

    Below is what we have configured as Recording > Recording > View role condition for coordinators to be able to view e-mail and SMS recordings and it works fine. I also recommend you to review the Grant agents access to their own interactions and recordings document if your goal is grant agents to access their own interactions only.

    .



  • 7.  RE: Agent Interactions Viewing Persmissions

    Posted 04-23-2025 13:51
      |   view attached
    No replies, thread closed.

    Hi Orhun,

    Thank you for that. I was able to accomplish this with your recommendation. I did originally set it to restrict the agent to be able to only view their own transcripts, but was told to remove that condition so chat agents can view each others transcripts. 

    Thank you do much for your help and thank you to everyone for your recommendations.

    -Tim

     



    ------------------------------
    Tim Seneca
    ------------------------------

    Original Message


Related Content