Genesys Cloud - Main

Analytics> Interactions.

I am using a test environment to verify if it's possible to obfuscate an agent name within an interaction from users who are not members of that division (EG Division2) Calls are first offered to a queue in Division1, if no agent is available, the call out flows to a queue in division2, and gets answered by a division2 agent

In my test setup user Daza is able to see the agent name in an interaction when answered in division2 for which he is not a member nor does he have permission for.  Is it possible to prevent the agent names from showing in analytics interaction views to users who do not have division2 permissions?

The following is already set
In the role's permissions, assign Directory > User > View limited to division1
"queueAgentAccessObfuscation": true
Mask agent names in Queue Activity Detail and Queue Agent Detail" is enabled

Hi Darren,

From what you've described, it looks like you've already configured everything that's documented for agent name obfuscation:

• queueAgentAccessObfuscation = true
• Directory > User > View scoped to Division1
• Mask agent names in Queue Activity Detail and Queue Agent Detail enabled

From my understanding, those settings apply specifically to the Queue Activity Detail and Queue Agent Detail views. I haven't found any documentation confirming that the same obfuscation extends to the Analytics > Interactions view.

Hopefully someone else in the community who has come across this behaviour can confirm whether it's expected or if there's an additional permission or setting that applies specifically to the Interactions view.

Hi Darren,

Based on the documentation and the configuration you've already completed, I agree with Phaneendra. The queueAgentAccessObfuscation setting currently applies only to the Queue Activity Detail and Queue Agent Detail views, and I couldn't find any documentation indicating that it also extends to Analytics > Interactions. The Resource Center specifically documents this behavior for the Queue Activity Detail view.

I also couldn't find an existing Idea for this enhancement. I think it would be worth submitting one to the Genesys Cloud Ideas Portal so the product team can evaluate extending this behavior to the Analytics > Interactions view.

Ideas Portal: https://genesyscloud.ideas.aha.io/ideas

Resource Center: https://help.genesys.cloud/articles/queues-activity-detail-view/

I would definitely support that Idea, as I believe it would be a valuable enhancement for organizations that rely on divisions to enforce data visibility and access control.