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  • 1.  Canned Response not visible under the Contact Center in the Admin panel

    Posted 09-09-2024 00:18
      |   view attached
    No replies, thread closed.

    Hi Team,

    Recently, our organisation has been having this issue where our customer care supervisors can not view the canned Response option under the Contact Center in the Admin Panel.

    With the below permissions, our supervisors were able to view the canned responses without any issues earlier:

    Permissions:
    Responses > Library > View

    Responses > Response > View

    but, recently our supervisors lost the ability to see the canned responses. If I give them the below permission they can see all the libraries and canned responses, however, they will have the option to Edit/add which we don't want them to have.

    Permission:

    Responses > Library > All Permissions

    Not sure how I can proceed with this issue. Any help in this matter is highly regarded.

    Kind regards,
    Prakash 


    #SystemAdministration

    ------------------------------
    Prakash Talapaneni
    Money3
    ------------------------------


  • 2.  RE: Canned Response not visible under the Contact Center in the Admin panel
    Best Answer

    Posted 09-09-2024 07:48
    No replies, thread closed.

    Hi Prakash,

    It seems the correct permissions are assigned, but it would be worth checking the network and console logs when the user is loading the view.

    If you cant see any issues in the logs, I would raise a case with the care UI team and upload the network and consoles logs and confirm the userID(s) affected, so that care can check why it isn't displaying for these supervisors.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Canned Response not visible under the Contact Center in the Admin panel

    Posted 09-09-2024 19:30
    No replies, thread closed.

    Thanks Samuel. That is something that we are going to look for. 



    ------------------------------
    Prakash Talapaneni
    Money3
    ------------------------------

    Original Message


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