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  • 1.  How to Restrict Additional Columns and Hide Timeline & Participant Data in Interaction View

    Posted 01-10-2025 13:58
    No replies, thread closed.

    Hello,

    We are trying to create a role for a client to listen to recordings in Genesys. The profile has very limited access-it only has the Interactions view without the ability to filter by user or queue. The user can only listen to recordings authorized by queue.

    However, they are able to add additional columns in the Interactions view, and we haven't found a way to prevent this or hide them. Is there any workaround to restrict this?

    Additionally, is there a way to hide the Timeline section and Participant Data, which are accessible in the Interaction Details view?

    Any insights or recommendations would be greatly appreciated.

    Thank you!


    #ArchitectureandDesign
    #Connect with a Customer (NEW)
    #Implementation
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Roadmap/New Features
    #Routing (ACD/IVR)
    #System Administration
    #Telephony

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    Rihab
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  • 2.  RE: How to Restrict Additional Columns and Hide Timeline & Participant Data in Interaction View
    Best Answer

    Posted 01-10-2025 20:55
    No replies, thread closed.

    I don't think you will get all you want.  While some permissions limit access to some of the columns, that Interaction View gives more than you are looking to limit.  If this is a must-have, then consider a web service that offers just the playback of recordings.  A simple web page that lists the conversations and a play button.  Yes, this will be some work.  The other possibility would be to have a link in your CRM to the recordings that could be streamed down to the CRM client.  We have done this in Dynamics and Salesforce for our clients.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: How to Restrict Additional Columns and Hide Timeline & Participant Data in Interaction View

    Posted 01-13-2025 04:23
    No replies, thread closed.

    Hi Rihab,

    I agree with Robert, that the granularity you require is currently possible and a workaround such as the one provided would be what you would need for now.
    There is an idea on the ideas portal for more granular access: Use ABAC to restrict feature access/usage within Genesys Cloud. I would recommend voting on the idea and adding your use case.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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