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  • 1.  Assign module error message for individual agents

    Posted 22 days ago

    Good afternoon,

    When trying to assign a learning module for agents, I experienced an error message stating "Access Denied" but only for 1 particular agent... and this was after successfully assigning the same module to three other agents on the same team. A supervisor advised later in the day that she had the same problem for 2 agents on her team that just returned from FMLA.

    I opened a ticket and was advised to check permissions, roles, etc. which I did and all matches with the agents I was successfully able to assign the module. The one person that I received the error message for yesterday even allowed me to assign but the individuals on the supervisor's team is still showing the error.

    I have tried in Edge and Chrome for that agent with the same Access Denied message.

    These were the troubleshooting recommendations provided from the Genesys ticket:

    Troubleshooting Steps:

     

    1. Compare User Configurations

     

    Please compare Bertha AGENTS' settings with one of the working users (e.g., Dylan AGENT):

    - Navigate to **Admin > People and Permissions > People**

    - Search for both users and compare their:

     - **Roles** assigned

     - **Division memberships**

     - **Permissions** (especially Learning > Assignment)

     

    2. Verify Division Membership (Most Common Cause)

     

    This is likely the issue if some users work and others don't:

    - Confirm Bertha is a member of **the same division** where the Learning module exists

    - Path: **Admin > People and Permissions > People** > Search "Bertha AGENT" > Check Division tab

    - If she's missing the division, add her to it

     

    3. Confirm Learning Permissions for Bertha

     

    Verify she has one of these permission sets:

    - **Admin role** with Learning > Assignment/Module/Rule permissions set to **All**

    - **Performance Admin role** with specific Learning permissions (Add, Delete, View, Edit)

     

    4. After Making Changes

     

    - Have Bertha **log out completely** from Genesys Cloud

    - **Clear browser cache**

    - Log back in and retry the assignment


    #CoachingandLearning

    ------------------------------
    Chad Ambrose
    Workforce Analyst
    ------------------------------


  • 2.  RE: Assign module error message for individual agents
    Best Answer

    Posted 21 days ago
    Hi Chad,
     
    Since you've already compared the roles, permissions, and divisions with users who are working, and one of the affected agents eventually started working without any apparent configuration changes, I wonder if this could be related to the users returning from FMLA rather than the Learning module itself.
     
    According to the documentation, Learning assignments are scoped by divisions, and both the assigner and the assigned user must have access to the appropriate division. Since you've already validated those settings, it might be worth asking Support to verify whether there's any delay or backend synchronization related to users being reactivated after leave.
     
    The fact that one user eventually worked while the other two still receive **Access Denied** makes it seem less like a configuration issue and more like something specific to those user accounts.
     
    If anyone else in the community has experienced a similar situation after users returned from FMLA or after reactivating user accounts, it would be great to hear how it was resolved.
     
    In parallel, since this appears to be affecting specific users rather than a general configuration issue, I'd also recommend continuing to work with Genesys Customer Care so they can investigate the affected accounts from the backend if needed:
     
    https://genesys.my.site.com/customercare
     
    I'd be interested to hear what they find, as it could help others who run into the same scenario in the future.



    ------------------------------
    Raphael Poliesi
    ------------------------------



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