Genesys Cloud - Main

We recently migrated our web messaging from another platform and are utilizing canned responses. We assigned the canned response libraries to the applicable queues and ensured that our agents have the appropriate permissions. Responses > Library > View and Responses > Response > View. 
Agents in one division are reporting that they are able to view all canned response libraries, despite our settings. Our organization uses shared roles across divisions with the only difference being the division they are assigned to. Only one group of agents is reporting this issue. I have reviewed every screen and resource that I can find on the topic. 

We have a support case open, but the guidance has not produced a viable solution. We were advised to remove the aforementioned permissions and were told that agents would still be able to see the libraries associated with the queue without them; however, that did not work. Agents could not see any libraries after that change. We were then advised to resync the queue settings by removing a library and adding it back, which also did not work.  

We will continue to work with support; however, any guidance on additional areas to check or other potential solutions would be greatly appreciated.

Hi Jenn

An interesting one, I assume that Customer Care have asked for the network and console logs from a user with the issue as this should show why its loading all of the libraries. 

Maybe someone else in the community has experienced this before and can weigh in with their experience, but if not, please let us know when/if it is resolved and how it was resolved

We recently migrated our web messaging from another platform and are utilizing canned responses. We assigned the canned response libraries to the applicable queues and ensured that our agents have the appropriate permissions. Responses > Library > View and Responses > Response > View. 
Agents in one division are reporting that they are able to view all canned response libraries, despite our settings. Our organization uses shared roles across divisions with the only difference being the division they are assigned to. Only one group of agents is reporting this issue. I have reviewed every screen and resource that I can find on the topic. 

We have a support case open, but the guidance has not produced a viable solution. We were advised to remove the aforementioned permissions and were told that agents would still be able to see the libraries associated with the queue without them; however, that did not work. Agents could not see any libraries after that change. We were then advised to resync the queue settings by removing a library and adding it back, which also did not work.  

We will continue to work with support; however, any guidance on additional areas to check or other potential solutions would be greatly appreciated.

We recently migrated our web messaging from another platform and are utilizing canned responses. We assigned the canned response libraries to the applicable queues and ensured that our agents have the appropriate permissions. Responses > Library > View and Responses > Response > View. 
Agents in one division are reporting that they are able to view all canned response libraries, despite our settings. Our organization uses shared roles across divisions with the only difference being the division they are assigned to. Only one group of agents is reporting this issue. I have reviewed every screen and resource that I can find on the topic. 

We have a support case open, but the guidance has not produced a viable solution. We were advised to remove the aforementioned permissions and were told that agents would still be able to see the libraries associated with the queue without them; however, that did not work. Agents could not see any libraries after that change. We were then advised to resync the queue settings by removing a library and adding it back, which also did not work.  

We will continue to work with support; however, any guidance on additional areas to check or other potential solutions would be greatly appreciated.

#Omni-ChannelDesktop/UserInterface
#PlatformAdministration

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Jenn Tvrdy
Premera Blue Cross
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