Hi,
Based on the Genesys documentation, this type of restriction should be possible, but it depends on how the role and permission conditions are configured.
Divisions alone usually are not enough if the supervisor still has another role that grants broader access to recordings. I would suggest checking whether the supervisor has any other role with unrestricted recording permissions, such as Recording > Recording > View or Recording > Recording Segment > View.
The recommended approach is to create a specific custom role for that supervisor, add only the required recording permissions, and then apply a permission condition using either:
Queue = specific queue
or
Work Team = specific work team
Also, make sure the condition is being applied directly to the recording view permission, not only to the role assignment/division. If the user still has another broader permission from another role, the restriction may not work as expected.
Regarding the issue where you cannot save the condition, I would check:
-
Whether you are editing a custom role, not a default/system role.
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Whether your admin user has permission to edit roles and permission conditions.
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Whether the selected permission actually supports Queue or Work Team as a condition.
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Whether the queue/work team selected belongs to the correct division/scope.
-
Whether the Work Team feature is available/enabled in your org.
If everything looks correct and the condition still cannot be saved for both Queue and Work Team, it may be worth opening a Genesys Support case, because the documentation indicates that both methods should be supported for limiting supervisor access to recordings.
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Victor Batista
Head of Customer Experience
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