Genesys Cloud - Main

Good Morning,

we have two sites, one on the West Coast and one on the East Coast, I have divided them into Divisions (requested by the business......)

How and why does everyone else's businesses use this feature?

What are the advantages? are there any disadvantages?

I am just looking for thoughts, etc.

Thank you, Mike
#Unsure/Other

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Michael Schimento
Zenith Insurance Company
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Hi Mike,

I have a couple of customers using Divisions for two different reasons. One is a franchise and uses it for viability. Each franchise can only see their data and recordings.

The other is more for distinction. They support different regions around the globe and a division is an easy way to select multiple entities such as queues or agents without having to select them all, especially with no ability to share saved Performance views.

The advantages seen here are security and ease of use. The disadvantage is additional administration, however that is easily offset by security or user benefit.

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Richard Chandler
G3 Comms Ltd
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------Original Message------

Hi Mike,

I have a couple of customers using Divisions for two different reasons. One is a franchise and uses it for viability. Each franchise can only see their data and recordings.

The other is more for distinction. They support different regions around the globe and a division is an easy way to select multiple entities such as queues or agents without having to select them all, especially with no ability to share saved Performance views.

The advantages seen here are security and ease of use. The disadvantage is additional administration, however that is easily offset by security or user benefit.

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------

One very important note is that a change to a Division only impacts future data from that point along with selecting the relevant queue. So say you started with everything in one division and then created a new Division and moved some queues and agents across, only interactions after the move would be in the new Division. This is because an interaction is stamped with Divisions as it is created and the interaction moves into different divisions, say East Coast calling West Coast. When you make a change to configuration this information is not updated.

For seeing data across both Divisions an easy way to start investigations is look at a single interaction and show the Divisions column. Then check if the user has a role with permissions for that Division along with the data elements included such as Flow, Queue and Agent. You may find that users have access because of shared elements such as an Inbound Call Flow.

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------

Original Message:
Sent: 09-16-2019 07:30
From: Michael Schimento
Subject: DIvisions - How does your company use/advantages?

Thank you Richard,

 

 

The viability you mention is one of the reasons we did it, but for some reason we can still see data/recordings across both divisions.

 

 

As you also mentioned, the administration does add some additional work and maybe I have not completed the split thoroughly so that it works correctly where supervisors from one division cannot see queue data/recordings from the other division.

 

 

 

 

 

 

Thank you, Mike

 

 

Mike Schimento
Telecommunications Specialist III
Zenith Insurance Company

1390 Main Street

Sarasota, FL  34236
Office Phone:  941.906.5955

Fax Number:   941.906.4347

E-mail:   mschimento@thezenith.com

TheZenith.com

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Original Message------

Hi Mike,

I have a couple of customers using Divisions for two different reasons. One is a franchise and uses it for viability. Each franchise can only see their data and recordings.

The other is more for distinction. They support different regions around the globe and a division is an easy way to select multiple entities such as queues or agents without having to select them all, especially with no ability to share saved Performance views.

The advantages seen here are security and ease of use. The disadvantage is additional administration, however that is easily offset by security or user benefit.

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------

------Original Message------

One very important note is that a change to a Division only impacts future data from that point along with selecting the relevant queue. So say you started with everything in one division and then created a new Division and moved some queues and agents across, only interactions after the move would be in the new Division. This is because an interaction is stamped with Divisions as it is created and the interaction moves into different divisions, say East Coast calling West Coast. When you make a change to configuration this information is not updated.

For seeing data across both Divisions an easy way to start investigations is look at a single interaction and show the Divisions column. Then check if the user has a role with permissions for that Division along with the data elements included such as Flow, Queue and Agent. You may find that users have access because of shared elements such as an Inbound Call Flow.

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------