Hi everyone,
I would like to ask for some feedback from the community about how you assign roles to agents and supervisors. I created an idea (
Ability to create role groups | Genesys Cloud Ideas Portal (aha.io)) that is not generating much interest. Either I did not make a compelling case for it or that we are going about this the wrong way.
Our company has 16 divisions. Based on the guidance of our partner, we assign the Communicate - User and User roles to every agent. Some centers do not want agents to have voicemail, so we removed that permission from the standard role and added a custom Voicemail role for some agents. For supervisors, we give them every role assigned to agents along with Quality Administrator, Quality Evaluator and Supervisor. We assign the appropriate divisions to the roles. We also have other roles assigned for specific centers based on their needs. So, when adding new users, there are quite a few clicks required and we have to remember which centers get which roles. Spread that across 1000+ users with the fact that humans are making the changes and you get mistakes.
We attempted to build an agent group and supervisor group for each division. We assigned roles to the groups. Even though it is an extra admin step taken outside of the user, we thought it would be more accurate and faster in the end. However, we ran into several obstacles. Groups are not assigned to divisions, so we could not limit access to them that way. Making a group public allows a supervisor to edit membership, thereby allowing a supervisor in Division A to assign themselves to a supervisor group for Division B. Obviously we do not want that to happen. If we make the groups private, the administrators have to be a member of each group. When you do that, the administrators then inherit the roles from each group. In addition to making an absolute mess of the roles screen for each administrator, we understand that there is a 100 role limit on a single user. With the number of divisions/groups/roles we would have, administrators would exceed that limit.
We were not able to overcome these obstacles, which led to the creation of the idea. We thought that having a functionality within the roles section to create a "group of roles" would allow us to address the issue. Are we using a flawed approach to building our agents? How is everyone else managing this day-to-day? Thanks in advance for any thoughts or feedback.
#PlatformAdministration------------------------------
Greg Bagley
U.S. Xpress Enterprises
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