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  • 1.  permission changes for agents (de)activating

    Posted 08-24-2018 02:50
    No replies, thread closed.
    Hi,

    This week we have experienced a change in the permissions required to (de)activate agents for Supervisors.
    Since the platform change the facility needs routing:queue:edit. This wasn't the case before.

    Has anybody encountered this ?

    Thanks,
    Jean-Christophe

    ------------------------------
    Jean-Christophe Poyelle
    Foehn Ltd.
    ------------------------------


  • 2.  RE: permission changes for agents (de)activating

    Posted 08-24-2018 04:14
    No replies, thread closed.
    I don't see that listed as a required permission per the Resource Center, so I will have to dig a bit on the back end.

    I checked, and that permission is assigned by default to the PureCloud Supervisor role (formerly known as Engage Supervisor role). If you are using that role for your supervisors, you might check to be sure it has been updated with the latest default settings.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: permission changes for agents (de)activating

    Posted 08-24-2018 09:44
    No replies, thread closed.
    Hi George,

    yes the permission is indeed assigned to the default PureCloud Supervisor role.
    In this implementation supervisors are given custom roles, and the 'edit' was removed as it also allowed the modifications of queue parameters.

    I have raised this with support so hopefully there will be some response. It's more that the possibility to deactivate agents was not linked to that permission before the update this week.

    Thanks,

    Jean-Christophe

    ------------------------------
    Jean-Christophe Poyelle
    Foehn Ltd.
    ------------------------------

    Original Message


  • 4.  RE: permission changes for agents (de)activating

    Posted 08-27-2018 09:29
    No replies, thread closed.
    What view are you using to activate on which you are noticing a permission change? I am not aware of any permission changes in any of our activation interfaces but I would be happy to investigate and see what's going on.

    ------------------------------
    Maisey Harris
    Team Lead, Sr. Software Engineer
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: permission changes for agents (de)activating

    Posted 08-29-2018 09:35
    No replies, thread closed.
    Hi Maisey,

    It is on the "Performance > Queues Activity" page. You click on a queue then under the agents section on the far right there is a 3 dots which allows a supervisor to deactivate an agent.

    When we remove the "Routing > Queue > Edit" permission the 3 dots disappear.

    According to this article this should not be the case.

    https://help.mypurecloud.com/articles/activate-agents-on-queues/

    Please let me know if you need more information.

    Thanks,
    Darren

    ------------------------------
    Darren Sawyer
    Foehn Ltd.
    ------------------------------

    Original Message


  • 6.  RE: permission changes for agents (de)activating

    Posted 08-29-2018 10:32
    No replies, thread closed.
    I checked with the Documentation team, and heard back:

    "I did find out that the Agents Performance detail views, Queues views, and Queues Activity Detail views articles were missing the permission needed to activate agents on queues. I have added those permissions (routing:queue:edit or routing:queue:join, depending on the view)."

    Also, that the permissions have not changed. The Resource Center should reflect the update soon.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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