Genesys Cloud - Main

Hi all,

Our agents have access permissions to play back their own calls, but it seems they can't see details of emails they have responded to via Genesys.

I have looked for role permissions relating to email, transcript and digital transcript and not found one that would allow them to do this.

Does anyone know the answer?

Many thanks

Hello Dave, 

The Recording > RecordingSegment > View permission is typically used for voice recording playback, but it doesn't grant access to digital interactions.

If you want agents to view the details of emails they've handled, they'll need the Recording > Recording > View permission, which provides access to digital recordings, including email interactions. If you'd also like agents to see any Speech and Text Analytics results associated with those interactions-such as topics, sentiment, or transcripts-they'll also need the Speech And Text Analytics > Data > View permission.

Hope this helps!

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Cameron
Online Community Manager/Moderator
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@Dave Tiltman, 

I agree with @Cameron Tomlin explanation. I would also suggest checking a few additional permissions.

Voice recordings and digital interactions (email, chat, and messaging) are governed by different permissions.

For agents to view the content of emails they have handled, check the following:

• Ensure the conversation has been retained and is not affected by retention policies.

• Verify the agent has the following permissions:

  • Conversation > Communication > View

  • Conversation > Email > All Permissions

  • Analytics > Conversation Detail > All Permissions (to view interaction details)

• If you are using Interaction Details or Performance > Workspace, ensure the role has access to those views.

• If the email content is archived externally or protected by compliance settings, agents may only see the interaction metadata rather than the email body.

There is no separate "Email Transcript" permission similar to voice recording playback permissions. Access to digital transcripts is controlled by the conversation and analytics permissions, together with your organization's security and retention policies.

Thanks Cameron and Srikanth for the info and the explanation - makes perfect sense now!

I'll amend some role permissions and try it out.

Thanks again