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  • 1.  Email Permissions & Reporting

    Posted 10-11-2019 11:28
    No replies, thread closed.
    I need to set up users that need permission to view email interactions only. They do not need to view voice or any other type of interactions and I would strongly prefer they not have it. Are there permissions I can use to specify the type of interactions available in the interactions view? 

    Also, I'd like to report on the number of emails that are sent (be they responses or sent on behalf of queue) at the queue level. Interested in any suggestions or best practices to achieve this.

    Thanks
    #SystemAdministration

    ------------------------------
    Emily Kammerer
    Ascendium Education Group, Inc.
    ------------------------------


  • 2.  RE: Email Permissions & Reporting

    Posted 10-14-2019 13:00
    No replies, thread closed.
    Hi Emily,

    There is no permission to restrict the media types that a user can view. It is all or nothing.

    I will let someone else answer the second question; unfortunately I'm not an expert on reporting.

    ------------------------------
    Anthony Alford
    Genesys
    ------------------------------



  • 3.  RE: Email Permissions & Reporting

    Posted 10-14-2019 13:58
    Edited by George Ganahl 10-14-2019 13:59
    No replies, thread closed.
    Ignore that previous response...you asked about emails sent.





    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: Email Permissions & Reporting

    Posted 10-14-2019 14:09
    No replies, thread closed.
    There is no report you can run directly, but you can pull information from the Analytics API regarding the email Conversations and the Messages within them, and can designate the queue you are interested in as part of the Segment predicate...

    https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder

    For example:

    {
 "interval": "2019-10-01T04:00:00.000Z/2019-10-15T04:00:00.000Z",
 "order": "asc",
 "orderBy": "conversationStart",
 "paging": {
  "pageSize": 25,
  "pageNumber": 1
 },
 "segmentFilters": [
  {
   "type": "or",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "queueId",
     "operator": "matches",
     "value": "86141655-2978-4b9e-8897-0677dc07b742"
    }
   ]
  }
 ],
 "conversationFilters": [
  {
   "type": "or",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "conversationId",
     "operator": "matches",
     "value": "77065fa2-d5ce-403d-98c3-997652743ec2"
    }
   ]
  }
 ]
}​
    Brings back a lot of data, which you would need to parse/narrow down:
    {
  "conversations": [
    {
      "conversationId": "77065fa2-d5ce-403d-98c3-997652743ec2",
      "conversationStart": "2019-10-14T17:34:27.125Z",
      "conversationEnd": "2019-10-14T17:50:39.785Z",
      "originatingDirection": "inbound",
      "participants": [
        {
          "participantId": "ef603087-14cd-4c90-9ac0-9ee3d49bf59a",
          "purpose": "customer",
          "externalContactId": "9cbb7509-1112-41c2-b071-853b1c8390cf",
          "sessions": [
            {
              "mediaType": "email",
              "sessionId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
              "addressOther": "customerservice@mypuretraining.mypurecloud.com",
              "addressSelf": "gganahl@gmail.com",
              "addressFrom": "gganahl@gmail.com",
              "addressTo": "customerservice@mypuretraining.mypurecloud.com",
              "direction": "inbound",
              "peerId": "1f60bcbd-c68b-4764-981b-24dd842ca3b2",
              "segments": [
                {
                  "segmentStart": "2019-10-14T17:34:27.125Z",
                  "segmentEnd": "2019-10-14T17:50:29.675Z",
                  "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
                  "disconnectType": "system",
                  "segmentType": "interact",
                  "conference": false,
                  "subject": "Help with account"
                }
              ],
              "metrics": [
                {
                  "name": "nConnected",
                  "value": 1,
                  "emitDate": "2019-10-14T17:34:27.125Z"
                }
              ],
              "provider": "PureCloud Email"
            }
          ]
        },
        {
          "participantId": "306dfcaf-6c3d-4429-a04d-fe1c6caba330",
          "purpose": "workflow",
          "sessions": [
            {
              "mediaType": "email",
              "sessionId": "1f60bcbd-c68b-4764-981b-24dd842ca3b2",
              "addressOther": "gganahl@gmail.com",
              "addressSelf": "customerservice@mypuretraining.mypurecloud.com",
              "addressFrom": "gganahl@gmail.com",
              "addressTo": "customerservice@mypuretraining.mypurecloud.com",
              "direction": "inbound",
              "peerId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
              "segments": [
                {
                  "segmentStart": "2019-10-14T17:34:27.139Z",
                  "segmentEnd": "2019-10-14T17:40:11.892Z",
                  "disconnectType": "transfer",
                  "segmentType": "interact",
                  "conference": false,
                  "subject": "Help with account"
                }
              ],
              "provider": "PureCloud Email"
            }
          ]
        },
        {
          "participantId": "dd4784c7-1f21-4fc0-a650-435d0923420c",
          "participantName": "Customer Service",
          "purpose": "acd",
          "sessions": [
            {
              "mediaType": "email",
              "sessionId": "b2fe127e-a4d4-4c22-bb49-15a5de090bfa",
              "addressOther": "gganahl@gmail.com",
              "addressSelf": "customerservice@mypuretraining.mypurecloud.com",
              "addressFrom": "gganahl@gmail.com",
              "addressTo": "customerservice@mypuretraining.mypurecloud.com",
              "direction": "inbound",
              "peerId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
              "segments": [
                {
                  "segmentStart": "2019-10-14T17:40:11.935Z",
                  "segmentEnd": "2019-10-14T17:50:18.711Z",
                  "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
                  "disconnectType": "transfer",
                  "segmentType": "interact",
                  "conference": false,
                  "subject": "Help with account"
                }
              ],
              "metrics": [
                {
                  "name": "nOffered",
                  "value": 1,
                  "emitDate": "2019-10-14T17:40:11.935Z"
                },
                {
                  "name": "tAcd",
                  "value": 606776,
                  "emitDate": "2019-10-14T17:50:18.711Z"
                }
              ],
              "provider": "PureCloud Email"
            }
          ]
        },
        {
          "participantId": "2f38cdb7-009e-47e2-9d46-0b79652a8eef",
          "participantName": "Graham Alexander",
          "userId": "731023c0-16df-48e6-acf7-11659b75c5f1",
          "purpose": "agent",
          "sessions": [
            {
              "mediaType": "email",
              "sessionId": "de2c83e6-bea6-482d-8904-a3b4b3d220db",
              "addressOther": "gganahl@gmail.com",
              "addressSelf": "customerservice@mypuretraining.mypurecloud.com",
              "addressFrom": "gganahl@gmail.com",
              "addressTo": "customerservice@mypuretraining.mypurecloud.com",
              "direction": "inbound",
              "peerId": "63535cfa-b56c-49e8-964a-73fc47d22e81",
              "segments": [
                {
                  "segmentStart": "2019-10-14T17:50:15.860Z",
                  "segmentEnd": "2019-10-14T17:50:18.713Z",
                  "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
                  "segmentType": "alert",
                  "conference": false,
                  "subject": "Help with account"
                },
                {
                  "segmentStart": "2019-10-14T17:50:18.713Z",
                  "segmentEnd": "2019-10-14T17:50:29.159Z",
                  "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
                  "segmentType": "interact",
                  "conference": false,
                  "subject": "Help with account"
                },
                {
                  "segmentStart": "2019-10-14T17:50:29.159Z",
                  "segmentEnd": "2019-10-14T17:50:29.676Z",
                  "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
                  "disconnectType": "system",
                  "segmentType": "transmitting",
                  "conference": false,
                  "subject": "Re: Help with account"
                },
                {
                  "segmentStart": "2019-10-14T17:50:29.785Z",
                  "segmentEnd": "2019-10-14T17:50:39.785Z",
                  "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
                  "wrapUpCode": "85c87f26-9a40-4725-8bae-414f60e24b47",
                  "disconnectType": "system",
                  "segmentType": "wrapup",
                  "conference": false,
                  "subject": "Re: Help with account"
                }
              ],
              "metrics": [
                {
                  "name": "tAlert",
                  "value": 2853,
                  "emitDate": "2019-10-14T17:50:18.713Z"
                },
                {
                  "name": "tAnswered",
                  "value": 606776,
                  "emitDate": "2019-10-14T17:50:18.713Z"
                },
                {
                  "name": "tAgentResponseTime",
                  "value": 962034,
                  "emitDate": "2019-10-14T17:50:29.159Z"
                },
                {
                  "name": "tTalk",
                  "value": 10446,
                  "emitDate": "2019-10-14T17:50:29.159Z"
                },
                {
                  "name": "tTalkComplete",
                  "value": 10446,
                  "emitDate": "2019-10-14T17:50:29.159Z"
                },
                {
                  "name": "tAcw",
                  "value": 10000,
                  "emitDate": "2019-10-14T17:50:39.785Z"
                },
                {
                  "name": "tHandle",
                  "value": 20446,
                  "emitDate": "2019-10-14T17:50:39.785Z"
                }
              ],
              "provider": "PureCloud Email"
            }
          ]
        }
      ],
      "divisionIds": [
        "459f453f-2928-4f5e-b70c-79145f146da6"
      ]
    }
  ]
}​


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Email Permissions & Reporting

    Posted 10-14-2019 14:37
    No replies, thread closed.
    Thank you!

    ------------------------------
    Emily Kammerer
    Ascendium Education Group, Inc.
    ------------------------------

    Original Message


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