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  • 1.  Permission for Customer Journey Tab in call

    Posted 5 hours ago

    Hello,

    I am trying to determine the permission to view the Customer Journey tab when a call is answered.

    This appears when answering calls as a administrator (presumably as all permissions are enabled).

    However when doing so as an agent with role related permissions, it is not there. We have the External Contact that populates and for administrators, the Customer Journey tab is alongside.

    Tried External Contacts > Session > View. Also checked a few others relating to Session views.

    thanks


    #Telephony

    ------------------------------
    WA.
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  • 2.  RE: Permission for Customer Journey Tab in call

    Posted 5 hours ago

    Hi Wasim

    I found the following article on resource center regarding the prerequisites, not sure if this might help - https://help.genesys.cloud/articles/customer-journeys-for-agent-experience/

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Permission for Customer Journey Tab in call

    Posted 5 hours ago

    thanks Stephan, yes checked this article and is where it advises to enable this permission i mentioned in my post (External Contacts > Session > View), but still wont appear when the call is answered. 



    ------------------------------
    Wasim Altaf
    NA
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    Original Message


  • 4.  RE: Permission for Customer Journey Tab in call

    Posted 4 hours ago

    Hi Wasim

    This is noted.  I also found this article - https://help.genesys.cloud/articles/view-a-customers-journey-details/

    Hopefully someone else in the community can assist and provide additional info on this.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 5.  RE: Permission for Customer Journey Tab in call

    Posted 3 hours ago

    Hello Wasim, 

    @Stephan Taljaard is correct with his second post.  If this permission doesn't work then I recommend the next step being opening a case with support. As it sounds like you have all the necessary permissions but something isn't clicking in the backend. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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