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  • 1.  Permissions restriction

    Posted 09-18-2024 10:28

    Hi Community,

    Two questions to see if I get some help ...

    1. Is there any way to restrict queue details and recording visibility between agents/supervisors within same division?
    2. Any way to apply "Not equal" to the conditions option into some specific permissions?

    Thanks!


    #PlatformAdministration

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    Xavier Mateu
    SAGE GLOBAL SERVICES LIMITED
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  • 2.  RE: Permissions restriction

    GENESYS
    Posted 09-18-2024 10:52

    Hello Xavier, 

    To answer your questions:

    1. You should be able to utilize the roles within Genesys Cloud. We have predefined roles such as agent role and supervisor roles that have predefined permissions. You can always edit the roles as your environment sees fit.
    2. Unless im missing something our permissions don't really work this way. I would look at this documentation for a better overview of the permissions and roles. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Permissions restriction

    Posted 09-18-2024 11:01

    Thanks Cameron, yeah I'm aware of that.

    My challenge is when I have users under same divison and in some cases roles that I want to restrict details and recordings queue visibility. 

    Conditions are also so limited to specific permissions based most in Quality and WFM than other criterias.

    Imagine into Division that we have Team A and Team B which both need recording and details for their queues (which are different) so they are sharing role permissions for that. If Team A doesn't want that Team B can see their interactions, which could be best solution to get that?

    Thanks!!



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    Xavier Mateu
    SAGE GLOBAL SERVICES LIMITED
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  • 4.  RE: Permissions restriction
    Best Answer

    Posted 09-18-2024 11:13
    Edited by Cam Tomlin 09-18-2024 13:24

    I have found that using divisions of the queues is best way to limit access to recordings or even part of them.  With division recording control, if a call goes from one queue to another in different divisions, users can only access the portion of the recording for the division they have permission for.  Here is a good resource:  Access control transactional objects - Genesys Cloud Resource Center (mypurecloud.com)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Permissions restriction

    Posted 09-23-2024 04:02

    Hi Robert, 

    And is it possible that in a queue in the Home division, where there are multiple outsources connected, each of them only sees their agents? I don't see a specific permission to limit that

    Regards



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    Yolanda Valles
    Evolutio Cloud Enabler, S.A.
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  • 6.  RE: Permissions restriction

    Posted 09-18-2024 11:54

    Hi Xavier,

    Try this it should work: Permission: recording>recording>view: Add condition: User -Operator = Current user under a custom role for agent's. This way agents will only view the segment of an interaction where they handled. And won't view another user's recording. Supervisor's within the division will however visibility of all recordings.



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    Morris Mbae
    Gazelle Communications Corporation
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  • 7.  RE: Permissions restriction

    Posted 09-24-2024 04:54

    Yeah, that's the question. Working in the same division, my goal is to allow a whole team to see their interactions without restriction; this is coaching, training and learning purpose. But I'm not happy other teams belonging to same division can access to these interactions (example could be I don't want that Support can hear Sales conversations)

    Segment recording is not an option as I want that all the interaction can be heard.



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    Xavier Mateu
    SAGE GLOBAL SERVICES LIMITED
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  • 8.  RE: Permissions restriction

    Posted 09-24-2024 15:12

    I would split the users into different divisions and then only allow recording access to sales for the sales division and service for the service division.  The ones that need to hear the entire thing could have permission in both divisions.  Why do you say Segment recording won't work?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 9.  RE: Permissions restriction

    Posted 09-25-2024 05:11

    Yes, this could be the solution but painful as it has other impacts.

    In this case, segment recording doesn't work as we want that the agents allowed to hear the interactions are able to hear all the content and not just the portion they were involved. It also would apply to other agents not part of the conversation that we'd like also to hear.

    Thanks for your suggestions



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    Xavier Mateu
    SAGE GLOBAL SERVICES LIMITED
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