Genesys Cloud - Main

We had an issue where all of our call center agents could listen to everyone else's interactions. Our Admin worked to remove those permissions but in the meantime, it means that the agents lost all views in the "Performance" menu. They are unable to see the call evaluations that we send them each week now. 

I am hoping someone can assist me with what permissions they need to view their evaluations but not listen to the recorded calls of the rest of the company.

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Rachel Underhile
Flinn Scientific
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Hello Rachel, 

Kindly check if your admin has access to Directory > Users > View, he should be able to provide access to the evaluation to the specific user. 

Hope this helps. 

Thank you!

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RC Cantiller
Global Digital Team, Customer Success
Genesys
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Original Message:
Sent: 08-13-2018 08:24
From: Rachel Underhile
Subject: Agents can no longer see their call evaluations

We had an issue where all of our call center agents could listen to everyone else's interactions. Our Admin worked to remove those permissions but in the meantime, it means that the agents lost all views in the "Performance" menu. They are unable to see the call evaluations that we send them each week now.

I am hoping someone can assist me with what permissions they need to view their evaluations but not listen to the recorded calls of the rest of the company.

------------------------------
Rachel Underhile
Flinn Scientific
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I have multiple agents missing the permissions and functions, they have the appropriate roles and I confirmed that they have that particular permission. If they log into another computer and log into Purecloud thru Chrome, they have all the permissions, but for some reason on their everyday computer it's blocking some of the permissions.
 I've tried clearing the cache out of Chrome, no difference, rebooted the computer no difference. Yet they log into another computer and it works fine. So far I have 6 agents impacted by this and no solution.

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Jonathan Jones
Kal Tire, LTD
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Original Message:
Sent: 08-14-2018 06:21
From: Raymond Cantiller
Subject: Agents can no longer see their call evaluations

Hello Rachel,

Kindly check if your admin has access to Directory > Users > View, he should be able to provide access to the evaluation to the specific user.

Hope this helps.

Thank you!

------------------------------
RC Cantiller
Global Digital Team, Customer Success
Genesys

Original Message:
Sent: 08-13-2018 08:24
From: Rachel Underhile
Subject: Agents can no longer see their call evaluations

We had an issue where all of our call center agents could listen to everyone else's interactions. Our Admin worked to remove those permissions but in the meantime, it means that the agents lost all views in the "Performance" menu. They are unable to see the call evaluations that we send them each week now.

I am hoping someone can assist me with what permissions they need to view their evaluations but not listen to the recorded calls of the rest of the company.

------------------------------
Rachel Underhile
Flinn Scientific
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