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  • 1.  Need to create a new role for "live monitoring" only - Are these the correct permissions?

    Posted 05-10-2024 18:15
    No replies, thread closed.

    Hello again,

    I'm creating a new role to allow a supervisor to do live monitoring for all types of interactions (voice, chat, and sms). This role will be assigned to a group and users will be added to that group who will need temporary access to live monitoring.

    Are these the correct permissions needed for the live monitor role?

    1. Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center
      Conversation > Call > Monitor
    2.  Interactions view 
      Analytics > Conversation Aggregate > View
      Analytics > Conversation Detail > View
      Analytics > Agent Conversation Detail > View 


    #SystemAdministration
    #Unsure/Other

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    Qan T
    Vibrant Emotional Health
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  • 2.  RE: Need to create a new role for "live monitoring" only - Are these the correct permissions?
    Best Answer

    Posted 05-11-2024 00:18
    No replies, thread closed.

    Monitoring Calls:

    • Conversation > Call > Monitor 
    • Conversation > Call > Add 
    • Conversation > Call > Coach

    Monitoring Digital:

    • Conversation > Message > Accept
    • Conversation > Message > Monitor
    • Conversation > Message > View
    • Reporting > ACD > View
    • Reporting > Interactions > View
    • Reporting > Quality > View
    • Reporting > Outbound > View
    • Messaging > Integration > View



    ------------------------------
    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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  • 3.  RE: Need to create a new role for "live monitoring" only - Are these the correct permissions?

    Posted 05-13-2024 10:21
    Edited by Jason Kleitz 07-05-2024 13:34
    No replies, thread closed.

    Thank you for posting. What is the correct process when searching for new permissions in the Resource Center?

    The role is missing the Performance tab to access interaction, would this be it?

    Prerequisites
    • Analytics > Tab Configurations > View permission
    • Analytics > Tab Configurations > Edit permission
    • Analytics > Tab Configurations > Delete permission
    • Analytics > View Configurations > View permission
    • Analytics > View Configurations > Edit permission



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    Qan T

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    Original Message


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