Genesys Cloud - Main

Howdy,

I was troubleshooting an issue with one of our recent go-lives and had users report that some users could not see all queues/users populate in the number entry when placing calls and transferring.  Digging into it, I found that it was users who had the Supervisor role had this issue and that they could only see contacts within their division.  This led me to a search that found the article containing the 'Conversation > Communication > Target' permission, which took me to the roles/permissions article to figure out if it was on any default roles and sure enough it is currently:


It appears to be on Outbound Admin and Supervisor.  This is a very easy fix, but the question I actually have is, why is this here?  This specific permission has nothing to do with the other supervisor permissions or outbound campaign administration.  Is there something I've missing or were these permissions added to these roles in error?

Thanks!

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.

Howdy,

I was troubleshooting an issue with one of our recent go-lives and had users report that some users could not see all queues/users populate in the number entry when placing calls and transferring.  Digging into it, I found that it was users who had the Supervisor role had this issue and that they could only see contacts within their division.  This led me to a search that found the article containing the 'Conversation > Communication > Target' permission, which took me to the roles/permissions article to figure out if it was on any default roles and sure enough it is currently:


It appears to be on Outbound Admin and Supervisor.  This is a very easy fix, but the question I actually have is, why is this here?  This specific permission has nothing to do with the other supervisor permissions or outbound campaign administration.  Is there something I've missing or were these permissions added to these roles in error?

Thanks!

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.

Howdy,

I was troubleshooting an issue with one of our recent go-lives and had users report that some users could not see all queues/users populate in the number entry when placing calls and transferring.  Digging into it, I found that it was users who had the Supervisor role had this issue and that they could only see contacts within their division.  This led me to a search that found the article containing the 'Conversation > Communication > Target' permission, which took me to the roles/permissions article to figure out if it was on any default roles and sure enough it is currently:


It appears to be on Outbound Admin and Supervisor.  This is a very easy fix, but the question I actually have is, why is this here?  This specific permission has nothing to do with the other supervisor permissions or outbound campaign administration.  Is there something I've missing or were these permissions added to these roles in error?

Thanks!

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.

Howdy,

I was troubleshooting an issue with one of our recent go-lives and had users report that some users could not see all queues/users populate in the number entry when placing calls and transferring.  Digging into it, I found that it was users who had the Supervisor role had this issue and that they could only see contacts within their division.  This led me to a search that found the article containing the 'Conversation > Communication > Target' permission, which took me to the roles/permissions article to figure out if it was on any default roles and sure enough it is currently:


It appears to be on Outbound Admin and Supervisor.  This is a very easy fix, but the question I actually have is, why is this here?  This specific permission has nothing to do with the other supervisor permissions or outbound campaign administration.  Is there something I've missing or were these permissions added to these roles in error?

Thanks!

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.

Howdy,

I was troubleshooting an issue with one of our recent go-lives and had users report that some users could not see all queues/users populate in the number entry when placing calls and transferring.  Digging into it, I found that it was users who had the Supervisor role had this issue and that they could only see contacts within their division.  This led me to a search that found the article containing the 'Conversation > Communication > Target' permission, which took me to the roles/permissions article to figure out if it was on any default roles and sure enough it is currently:


It appears to be on Outbound Admin and Supervisor.  This is a very easy fix, but the question I actually have is, why is this here?  This specific permission has nothing to do with the other supervisor permissions or outbound campaign administration.  Is there something I've missing or were these permissions added to these roles in error?

Thanks!

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.

Howdy,

I was troubleshooting an issue with one of our recent go-lives and had users report that some users could not see all queues/users populate in the number entry when placing calls and transferring.  Digging into it, I found that it was users who had the Supervisor role had this issue and that they could only see contacts within their division.  This led me to a search that found the article containing the 'Conversation > Communication > Target' permission, which took me to the roles/permissions article to figure out if it was on any default roles and sure enough it is currently:


It appears to be on Outbound Admin and Supervisor.  This is a very easy fix, but the question I actually have is, why is this here?  This specific permission has nothing to do with the other supervisor permissions or outbound campaign administration.  Is there something I've missing or were these permissions added to these roles in error?

Thanks!