jluncford | 2021-10-25 23:36:24 UTC | #1
I have a situation where due to the PII laws in Texas, only Texas Genesys users can legally view the contents of queues which contain messages from our Texas customers.
I was looking at the queue creation screen in Genesys and it appears the only way to do this would be with a specific division for Texas. However there is this disclamer " You can view user and queue information in certain views, regardless of division restrictions." in this document: https://help.mypurecloud.com/articles/divisions-overview/
Is there a way to create a queue and restrict access to certain people so that even other non-Texas administrators can't see any queue data?
This is related to Developers in that I will be using your api to populate this queue. :slight_smile:
Thanks for your help.
John_Carnell | 2021-10-26 17:34:57 UTC | #2
Hi Janice,
I talked with one of our solution security consultants. His answer is quoted below:
Blockquote
Divisions will restrict access to view interaction details by queue. I think the exceptions to division restrictions include aggregate statistics and interactions that are served by multiple queues that cross divisions.
So I would say divisions would be the way to go. The only limitation would be if the call is transferred across divisions.
Thanks, John Carnell Manager, Developer Engagement
jluncford | 2021-10-26 17:41:01 UTC | #3
Thank you so much for your quick reply.
Janice
system | 2021-11-26 17:41:25 UTC | #4
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