Genesys Cloud - Main

Hello,

I am trying to get the right permissions for an agent to be able to access the transcript of a chat or the listening of a call. The agents are provided the URL that leads to the interactions.

I have created a role and updated the permissions following these information:
Agents Interactions Detail view - Genesys Cloud Resource Center

View an interaction's details - Genesys Cloud Resource Center

However, when the agent tries to access the interaction, he gets this error as shown in the screenshot.

Is there more permissions to give to the agent to access the transcript of the conversation?