Genesys Cloud - Main

Howdy Aaron,

That is a good question. Using the Products, roles, and permissions list article in the Resource Center is a good place to check, so good on you for that. I did a little more digging and I was able to find some more info about those permissions.

From https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/:

Limit agent transfers to within their division

You can also use permissions to determine whether a user can transfer, conference call, or make a call on behalf of a user or queue outside their division. For example, you can prevent an agent or supervisor in the Retail division from making a call, transferring an interaction, or creating a conference call to individuals in the Service division. 

To limit a user's ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.

Jason,

I understand what the permission does, since that's the issue I was troubleshooting.  My question is whether this is intentionally on the default platform roles "Supervisor" or "Outbound Admin" as I'm not sure how limiting transfers to within a division is a function of either of those roles.

Howdy Aaron,

That is a good question. Using the Products, roles, and permissions list article in the Resource Center is a good place to check, so good on you for that. I did a little more digging and I was able to find some more info about those permissions.

From https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/:

Limit agent transfers to within their division

You can also use permissions to determine whether a user can transfer, conference call, or make a call on behalf of a user or queue outside their division. For example, you can prevent an agent or supervisor in the Retail division from making a call, transferring an interaction, or creating a conference call to individuals in the Service division. 

To limit a user's ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.

Arron, you can find the permissions on the default roles here:  Products, roles, and permissions list - Genesys Cloud Resource Center

That permission is part of both of those default roles.

Jason,

I understand what the permission does, since that's the issue I was troubleshooting.  My question is whether this is intentionally on the default platform roles "Supervisor" or "Outbound Admin" as I'm not sure how limiting transfers to within a division is a function of either of those roles.

Howdy Aaron,

That is a good question. Using the Products, roles, and permissions list article in the Resource Center is a good place to check, so good on you for that. I did a little more digging and I was able to find some more info about those permissions.

From https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/:

Limit agent transfers to within their division

You can also use permissions to determine whether a user can transfer, conference call, or make a call on behalf of a user or queue outside their division. For example, you can prevent an agent or supervisor in the Retail division from making a call, transferring an interaction, or creating a conference call to individuals in the Service division. 

To limit a user's ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.

Robert,

I see that it is.  I linked that I found it there.  I'm asking if it should be there.

Arron, you can find the permissions on the default roles here:  Products, roles, and permissions list - Genesys Cloud Resource Center

That permission is part of both of those default roles.

Jason,

I understand what the permission does, since that's the issue I was troubleshooting.  My question is whether this is intentionally on the default platform roles "Supervisor" or "Outbound Admin" as I'm not sure how limiting transfers to within a division is a function of either of those roles.

Howdy Aaron,

That is a good question. Using the Products, roles, and permissions list article in the Resource Center is a good place to check, so good on you for that. I did a little more digging and I was able to find some more info about those permissions.

From https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/:

Limit agent transfers to within their division

You can also use permissions to determine whether a user can transfer, conference call, or make a call on behalf of a user or queue outside their division. For example, you can prevent an agent or supervisor in the Retail division from making a call, transferring an interaction, or creating a conference call to individuals in the Service division. 

To limit a user's ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.

Someone at Genesys through it should be there.  The problem with something like that permission and roles, is that when you assign a role to someone, it defaults to the Home Division and you have to go back in and set the divisions you want them to have access to - it will not automatically choose the division they are originally assigned to, which should limit this permission of transfer to only people in that division - Home.  

Now with your question, I would agree the Outbound Admin should not have that permission, but the Supervisor should since they sometimes act as agents or need to transfer interactions around.  What I find interesting it that the permission is NOT on the Communicate - User or Agent roles.  You would think of all the roles, those two should have that permission. 

Robert,

I see that it is.  I linked that I found it there.  I'm asking if it should be there.

Arron, you can find the permissions on the default roles here:  Products, roles, and permissions list - Genesys Cloud Resource Center

That permission is part of both of those default roles.

Jason,

I understand what the permission does, since that's the issue I was troubleshooting.  My question is whether this is intentionally on the default platform roles "Supervisor" or "Outbound Admin" as I'm not sure how limiting transfers to within a division is a function of either of those roles.

Howdy Aaron,

That is a good question. Using the Products, roles, and permissions list article in the Resource Center is a good place to check, so good on you for that. I did a little more digging and I was able to find some more info about those permissions.

From https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/:

Limit agent transfers to within their division

You can also use permissions to determine whether a user can transfer, conference call, or make a call on behalf of a user or queue outside their division. For example, you can prevent an agent or supervisor in the Retail division from making a call, transferring an interaction, or creating a conference call to individuals in the Service division. 

To limit a user's ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.