Genesys Cloud - Main

I looked at the new access controls today and started setting this up for our UK and Canadian call centers (we are on the Dublin instance of PureCloud). The user interface still seems quite buggy, especially when assigning Divisions using the Role & Permissions screens:
 - Searching by Division doesn't work at all (keeps waiting for data). 
 - Searching by Location results in wrong data displayed. (many users didn't show having a division, or the wrong divisions were shown)
 - Updating All Selected with Divisions results in changing all users who have the currently edited role, not all selected as part of the search

And so on...quite the administrative nightmare. To do this right, one currently needs to go into each user and make the updates. This needs QA engineers giving it some TLC.
#Security

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Sven Schiller
Kognitiv
------------------------------

Hi Sven--

I can work with you directly on some of these items you are experiencing.  Some of this sounds like possibly permissions or setup issues that you are experiencing but I would like to take a closer look to triage.  Have you entered a support case by chance that I can reference? I will reach out to you directly to setup some time to discuss.


------------------------------
Katie Ritz
Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 03-05-2019 15:34
From: Sven Schiller
Subject: New access control settings

I looked at the new access controls today and started setting this up for our UK and Canadian call centers (we are on the Dublin instance of PureCloud). The user interface still seems quite buggy, especially when assigning Divisions using the Role & Permissions screens:
 - Searching by Division doesn't work at all (keeps waiting for data).
 - Searching by Location results in wrong data displayed. (many users didn't show having a division, or the wrong divisions were shown)
 - Updating All Selected with Divisions results in changing all users who have the currently edited role, not all selected as part of the search

And so on...quite the administrative nightmare. To do this right, one currently needs to go into each user and make the updates. This needs QA engineers giving it some TLC.
#Security

------------------------------
Sven Schiller
Kognitiv
------------------------------

Hi Sven, 
Any update on your use of Access Controls and Divisions?  When I was at Xperience19, I heard it doesn't work well.  I didn't think much of it then, as we aren't using it and were not planning to.  However, we found out yesterday that it might be forced on us.  Also curious, what is your staffing like?  Do you have staff/administrator(s) dedicated to running PureCloud, outside of agents?

------------------------------
Lindsay Hull
Rose-Hulman Institute of Technology's AskRose Homework Help
------------------------------

Original Message:
Sent: 03-05-2019 15:34
From: Sven Schiller
Subject: New access control settings

I looked at the new access controls today and started setting this up for our UK and Canadian call centers (we are on the Dublin instance of PureCloud). The user interface still seems quite buggy, especially when assigning Divisions using the Role & Permissions screens:
 - Searching by Division doesn't work at all (keeps waiting for data).
 - Searching by Location results in wrong data displayed. (many users didn't show having a division, or the wrong divisions were shown)
 - Updating All Selected with Divisions results in changing all users who have the currently edited role, not all selected as part of the search

And so on...quite the administrative nightmare. To do this right, one currently needs to go into each user and make the updates. This needs QA engineers giving it some TLC.
#Security

------------------------------
Sven Schiller
Kognitiv
------------------------------

Hi Lindsay,

I haven't used this lately, as there is no way to classify/tag interactions into divisions going backwards. So after setting up the divisions and ensuring that interactions are tagged going forward, I need to wait a year before I can tighten access controls or my agents won't be able to listen to their own recordings any more.

I know that the most blatant bugs in the user interface have been fixed. So, hopefully, setting up divisions does not require going through each agent's setup any more. It worked quite well with assigning non-agent related items like queues and flows.

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 06-27-2019 09:57
From: Lindsay Hull
Subject: New access control settings

Hi Sven,
Any update on your use of Access Controls and Divisions?  When I was at Xperience19, I heard it doesn't work well.  I didn't think much of it then, as we aren't using it and were not planning to.  However, we found out yesterday that it might be forced on us.  Also curious, what is your staffing like?  Do you have staff/administrator(s) dedicated to running PureCloud, outside of agents?

------------------------------
Lindsay Hull
Rose-Hulman Institute of Technology's AskRose Homework Help

Original Message:
Sent: 03-05-2019 15:34
From: Sven Schiller
Subject: New access control settings

I looked at the new access controls today and started setting this up for our UK and Canadian call centers (we are on the Dublin instance of PureCloud). The user interface still seems quite buggy, especially when assigning Divisions using the Role & Permissions screens:
 - Searching by Division doesn't work at all (keeps waiting for data).
 - Searching by Location results in wrong data displayed. (many users didn't show having a division, or the wrong divisions were shown)
 - Updating All Selected with Divisions results in changing all users who have the currently edited role, not all selected as part of the search

And so on...quite the administrative nightmare. To do this right, one currently needs to go into each user and make the updates. This needs QA engineers giving it some TLC.
#Security

------------------------------
Sven Schiller
Kognitiv
------------------------------

Thanks for the info!

------------------------------
Lindsay Hull
Rose-Hulman Institute of Technology's AskRose Homework Help
------------------------------

Original Message:
Sent: 06-27-2019 10:26
From: Sven Schiller
Subject: New access control settings

Hi Lindsay,

I haven't used this lately, as there is no way to classify/tag interactions into divisions going backwards. So after setting up the divisions and ensuring that interactions are tagged going forward, I need to wait a year before I can tighten access controls or my agents won't be able to listen to their own recordings any more.

I know that the most blatant bugs in the user interface have been fixed. So, hopefully, setting up divisions does not require going through each agent's setup any more. It worked quite well with assigning non-agent related items like queues and flows.

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 06-27-2019 09:57
From: Lindsay Hull
Subject: New access control settings

Hi Sven,
Any update on your use of Access Controls and Divisions?  When I was at Xperience19, I heard it doesn't work well.  I didn't think much of it then, as we aren't using it and were not planning to.  However, we found out yesterday that it might be forced on us.  Also curious, what is your staffing like?  Do you have staff/administrator(s) dedicated to running PureCloud, outside of agents?

------------------------------
Lindsay Hull
Rose-Hulman Institute of Technology's AskRose Homework Help

Original Message:
Sent: 03-05-2019 15:34
From: Sven Schiller
Subject: New access control settings

I looked at the new access controls today and started setting this up for our UK and Canadian call centers (we are on the Dublin instance of PureCloud). The user interface still seems quite buggy, especially when assigning Divisions using the Role & Permissions screens:
 - Searching by Division doesn't work at all (keeps waiting for data).
 - Searching by Location results in wrong data displayed. (many users didn't show having a division, or the wrong divisions were shown)
 - Updating All Selected with Divisions results in changing all users who have the currently edited role, not all selected as part of the search

And so on...quite the administrative nightmare. To do this right, one currently needs to go into each user and make the updates. This needs QA engineers giving it some TLC.
#Security

------------------------------
Sven Schiller
Kognitiv
------------------------------