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  • 1.  Media Type Permissions

    Posted 07-20-2023 00:15
    No replies, thread closed.

    We are seeing staff getting a permission error popup when in the queue performance view, for queues and divisions they have access to:

    image

    The Network response for that event shows that the user is not authorized for 'voice' media type. 

    image

    This happens for all media types they try to filter by, except messaging, that doesn't give the error. As far as I can tell this doesn't stop them from being able to do anything, but since it pops up whenever the data refreshes or a filter is updated etc, it becomes very annoying.

    As far as I am aware there is no voice permission setting. I've tried just giving them access to Analytics all permissions for all divisions, but didn't make a difference. Doesn't happen to me with admin access, so certainly seems permission related, but I've hunted around and couldn't find anything, so hoping someone else has come across this before and knows how to fix it and can help.


    #Reporting/Analytics
    #SystemAdministration

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    Anton Vroon
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  • 2.  RE: Media Type Permissions

    Posted 07-21-2023 06:59
    No replies, thread closed.

    My agents are getting the same error, except for them it appears to be for all media types except voice - at least for email & chat, as those and voice are the only three media types currently filter on. This is happening in the interactions view, and same thing - for agents, queues, divisions, etc, that they have access to. I currently have a ticket open with care - I'll post back when they provide an update.



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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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  • 3.  RE: Media Type Permissions

    Posted 07-28-2023 14:57
    No replies, thread closed.

    We have a customer with same issue and the logs showing that the user is not authorized for 'voice' media type. 

    it happens even selecting Media types other than voice.

    People use web browser, we tried clearing cache, incogito/private mode, removing/re-adding the roles, creating a new user profile. same result.

    We also have a ticket with Genesys Care, it is under investigation. 



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    Camilo Montes
    i3Vision Technologies Inc.
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  • 4.  RE: Media Type Permissions

    Posted 07-30-2023 17:35
    No replies, thread closed.

    We also have a ticket open

    So far providing the default Supervisor role fixes it. Not sure why yet though. 



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    Anton Vroon
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    Original Message


  • 5.  RE: Media Type Permissions

    Posted 07-31-2023 04:36
    No replies, thread closed.

    Do the users have the Communicate User role assigned? Just curious.



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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  • 6.  RE: Media Type Permissions

    Posted 07-31-2023 17:26
    No replies, thread closed.

    Hi George

    No we don't have any default roles assigned to staff. Originally we didn't want staff having access to everything in the default roles. So we created our own roles. We are reviewing that at the moment, but right now, no, no default roles used. 



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    Anton Vroon
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    Original Message


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