A place to ask questions, connect with others, and stay in the know
We are using External contact for transfer. Is there any way to setup that certain agents are allowed to view one external contact and not others? Like, if there are multiple external contacts, an agent can view all while transferring, but we need to configure that the agent is allowed to view only a certain external contact. Could anyone please help on this?
Yes, there are permissions for External Contacts. See below. If you are looking for only certain ones, you will need to wait for them to be divisional aware. Here is the idea: Division awareness: external contacts | Genesys Cloud Ideas Portal (aha.io). It is Upcoming Development, so sometime 2024
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.