Genesys Cloud CX

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  • 1.  Custom roles/access and permissions to agent.

    Posted 06-29-2022 00:29

    We would like all agents to be able to view the interaction URL of a case, as of now only agents with supervisor access are able to view the interactions in Genesys.

    It then opens the case details in Genesys, where we can drill further down into the case;

    Please let me know if it is possible to give all agents access to this feature, WITHOUT having to give them other additional access.
    (we had one test last week and the agent was able to see the Analytics tab in Genesys>Admin, we do not want them to have this access)



  • 2.  RE: Custom roles/access and permissions to agent.

    Posted 17 days ago
    Maybe put them in their own division and give them access to the Conversation Details and have them go to the Interactions workspace with just those columns?  The new My Interactions will give them access to only their interactions.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect