Hi Community,
As part of the of the release of Single Customer View the Live Now view in Predictive Engagement has been gated by the permission journey:segment:edit This was done to prevent agents (who have read-only customer journey permissions) from seeing Live Now in the Admin section of Genesys Cloud, since:
1. Live Now is intended for admins/supervisors, not agents
2. The Admin application in customer orgs has generally been hidden from agents.
In the coming weeks a date will be announced for the end of life of "Live Now" being coupled with the above permission and a new permission, journey:recentsessions:view, will gate access to Live Now and the recent sessions endpoint (api/v2/journey/sessions/{sessionType}/recent). If your organisation is a Predictive Engagement user, to continue accessing the "Live Now" view, please add the journey:recentsessions:view permission to the relevant roles. This permission is available to be added immediately.
Admin Link - Live Now
Live Now View
#Omni-ChannelDesktop/UserInterface
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Shane Lawless
Genesys - Employees
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