Genesys Cloud - Main

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

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

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

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. 

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

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

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. 

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

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

Hi Wasim,

I was running some tests and noticed the following:

When I remove External Contacts > Session > View, the option disappears.

When I keep that permission enabled and remove externalContacts:contact:view, the option shows up, but when I click it, I get an error saying it failed to load the page, with the message below.

I believe this is a "standard" error, because when I checked the browser debug logs, the message shown is:

Since the agents have both permissions, could this be happening because Customer Journey is not enabled/checked under Tools?

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. 

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

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

Hello,

Do they also have Journey > Event > View ?

Hi Wasim,

I was running some tests and noticed the following:

When I remove External Contacts > Session > View, the option disappears.

When I keep that permission enabled and remove externalContacts:contact:view, the option shows up, but when I click it, I get an error saying it failed to load the page, with the message below.

I believe this is a "standard" error, because when I checked the browser debug logs, the message shown is:

Since the agents have both permissions, could this be happening because Customer Journey is not enabled/checked under Tools?

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. 

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

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

Hi Wasim,

I was running some tests and noticed the following:

When I remove External Contacts > Session > View, the option disappears.

When I keep that permission enabled and remove externalContacts:contact:view, the option shows up, but when I click it, I get an error saying it failed to load the page, with the message below.

I believe this is a "standard" error, because when I checked the browser debug logs, the message shown is:

Since the agents have both permissions, could this be happening because Customer Journey is not enabled/checked under Tools?

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. 

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

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

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

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