Genesys Cloud CX

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  • 1.  Permissions reference

    Posted 4 days ago

    Dumb question time....

    Is there  a resource anywhere that details the permissions and what each actually does / allows (and whether it's division aware or not)?

    The resource center does a good job of listing the permissions required to perform a particular task (to do task A, you need Permissions X, Y & Z) but I need to see that in reverse - in particular, what the implication is of removing a permission.

    Right now, I have a use case where I need to remove the ability for agents to transfer directly to a queue. The RC says that there are three permissions required (Conversation->Communication->Target, Routing->Queue->View & Routing->Queue-Search) but before I remove any of these, I need to be sure that I'm not breaking something else!

    So, anyone have a link (or a search term) that leads to this information?


    Paul Simpson
    Eventus Solutions Group

  • 2.  RE: Permissions reference

    Posted 3 days ago
    This will get you most of what you are looking for:  Products, roles, and permissions list - Genesys Cloud Resource Center (

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Permissions reference

    Posted 2 days ago
    We had the same problem and ultimately removed the Routing>Queue>Search permission. When we did this, agents could no longer see the friendly name of the queue in the Interactions data; the queue name appeared as the GUID. We ended up giving the permission back to a subset of agents, but still have problems with this subset of agents transferring directly to a queue.

    Hope this helps!

    Cory King
    IT Lead
    Interstate Gas Supply, Inc.