Hello all,

I've given one of our customers access to monitor the system externally.
I've given the permissions indicated on the research centre Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com) except for the coach as he doesn't need that but every time the customer tries to monitor he gets the following error message:

Do you have any idea what this is about?
I can't find any trace on the audit viewer

here are the permissions granted to the account :

analytics:conversationAggregate:view    
analytics:conversationDetail:view    
analytics:queueObservation:view    
analytics:tabConfigurations:delete    
analytics:tabConfigurations:edit    
analytics:tabConfigurations:view    
analytics:viewConfigurations:edit    
analytics:viewConfigurations:view    
conversation:call:accept    
conversation:call:add    
conversation:call:monitor    
conversation:communication:blindTransfer    
conversation:communication:consultTransfer    
conversation:communication:view    
directory:user:view    
integration:unifiedCommunications:view    
limits:organization:view    
mobile:collaborate:view    
mobile:communicate:view    
presence:presenceDefinition:view    
pushnotification:registration:view    
recording:annotation:add    
recording:annotation:view    
recording:recording:access    
recording:recording:view    
recording:recordingSegment:view    
reporting:interactions:view    
routing:queue:search    
routing:queue:view    
routing:utilization:view    
routing:wrapupCode:view    
speechAndTextAnalytics:data:view    
ui:agentQueueActivity:view    
ui:supervisorQueueDetails:view

Hello all,

I've given one of our customers access to monitor the system externally.
I've given the permissions indicated on the research centre Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com) except for the coach as he doesn't need that but every time the customer tries to monitor he gets the following error message:

Do you have any idea what this is about?
I can't find any trace on the audit viewer

here are the permissions granted to the account :

analytics:conversationAggregate:view    
analytics:conversationDetail:view    
analytics:queueObservation:view    
analytics:tabConfigurations:delete    
analytics:tabConfigurations:edit    
analytics:tabConfigurations:view    
analytics:viewConfigurations:edit    
analytics:viewConfigurations:view    
conversation:call:accept    
conversation:call:add    
conversation:call:monitor    
conversation:communication:blindTransfer    
conversation:communication:consultTransfer    
conversation:communication:view    
directory:user:view    
integration:unifiedCommunications:view    
limits:organization:view    
mobile:collaborate:view    
mobile:communicate:view    
presence:presenceDefinition:view    
pushnotification:registration:view    
recording:annotation:add    
recording:annotation:view    
recording:recording:access    
recording:recording:view    
recording:recordingSegment:view    
reporting:interactions:view    
routing:queue:search    
routing:queue:view    
routing:utilization:view    
routing:wrapupCode:view    
speechAndTextAnalytics:data:view    
ui:agentQueueActivity:view    
ui:supervisorQueueDetails:view

Hi Rihab

What type of phone have you provisioned for these users that are trying to monitor?

Hello all,

I've given one of our customers access to monitor the system externally.
I've given the permissions indicated on the research centre Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com) except for the coach as he doesn't need that but every time the customer tries to monitor he gets the following error message:

Do you have any idea what this is about?
I can't find any trace on the audit viewer

here are the permissions granted to the account :

analytics:conversationAggregate:view    
analytics:conversationDetail:view    
analytics:queueObservation:view    
analytics:tabConfigurations:delete    
analytics:tabConfigurations:edit    
analytics:tabConfigurations:view    
analytics:viewConfigurations:edit    
analytics:viewConfigurations:view    
conversation:call:accept    
conversation:call:add    
conversation:call:monitor    
conversation:communication:blindTransfer    
conversation:communication:consultTransfer    
conversation:communication:view    
directory:user:view    
integration:unifiedCommunications:view    
limits:organization:view    
mobile:collaborate:view    
mobile:communicate:view    
presence:presenceDefinition:view    
pushnotification:registration:view    
recording:annotation:add    
recording:annotation:view    
recording:recording:access    
recording:recording:view    
recording:recordingSegment:view    
reporting:interactions:view    
routing:queue:search    
routing:queue:view    
routing:utilization:view    
routing:wrapupCode:view    
speechAndTextAnalytics:data:view    
ui:agentQueueActivity:view    
ui:supervisorQueueDetails:view

Hello,

I have provisioned WebRtc phone for all users.

Hi Rihab

What type of phone have you provisioned for these users that are trying to monitor?

Hello all,

I've given one of our customers access to monitor the system externally.
I've given the permissions indicated on the research centre Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com) except for the coach as he doesn't need that but every time the customer tries to monitor he gets the following error message:

Do you have any idea what this is about?
I can't find any trace on the audit viewer

here are the permissions granted to the account :

analytics:conversationAggregate:view    
analytics:conversationDetail:view    
analytics:queueObservation:view    
analytics:tabConfigurations:delete    
analytics:tabConfigurations:edit    
analytics:tabConfigurations:view    
analytics:viewConfigurations:edit    
analytics:viewConfigurations:view    
conversation:call:accept    
conversation:call:add    
conversation:call:monitor    
conversation:communication:blindTransfer    
conversation:communication:consultTransfer    
conversation:communication:view    
directory:user:view    
integration:unifiedCommunications:view    
limits:organization:view    
mobile:collaborate:view    
mobile:communicate:view    
presence:presenceDefinition:view    
pushnotification:registration:view    
recording:annotation:add    
recording:annotation:view    
recording:recording:access    
recording:recording:view    
recording:recordingSegment:view    
reporting:interactions:view    
routing:queue:search    
routing:queue:view    
routing:utilization:view    
routing:wrapupCode:view    
speechAndTextAnalytics:data:view    
ui:agentQueueActivity:view    
ui:supervisorQueueDetails:view

Can those same monitoring supervisors make a call or call each other internally?

Hello,

I have provisioned WebRtc phone for all users.

Hi Rihab

What type of phone have you provisioned for these users that are trying to monitor?

Hello all,

I've given one of our customers access to monitor the system externally.
I've given the permissions indicated on the research centre Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center (mypurecloud.com) except for the coach as he doesn't need that but every time the customer tries to monitor he gets the following error message:

Do you have any idea what this is about?
I can't find any trace on the audit viewer

here are the permissions granted to the account :

analytics:conversationAggregate:view    
analytics:conversationDetail:view    
analytics:queueObservation:view    
analytics:tabConfigurations:delete    
analytics:tabConfigurations:edit    
analytics:tabConfigurations:view    
analytics:viewConfigurations:edit    
analytics:viewConfigurations:view    
conversation:call:accept    
conversation:call:add    
conversation:call:monitor    
conversation:communication:blindTransfer    
conversation:communication:consultTransfer    
conversation:communication:view    
directory:user:view    
integration:unifiedCommunications:view    
limits:organization:view    
mobile:collaborate:view    
mobile:communicate:view    
presence:presenceDefinition:view    
pushnotification:registration:view    
recording:annotation:add    
recording:annotation:view    
recording:recording:access    
recording:recording:view    
recording:recordingSegment:view    
reporting:interactions:view    
routing:queue:search    
routing:queue:view    
routing:utilization:view    
routing:wrapupCode:view    
speechAndTextAnalytics:data:view    
ui:agentQueueActivity:view    
ui:supervisorQueueDetails:view