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
Evolutio Cloud Enabler, S.A.
Original Message:
Sent: 09-18-2024 11:12
From: Robert Wakefield-Carl
Subject: Permissions restriction
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)
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 09-18-2024 11:00
From: Xavier Mateu
Subject: Permissions restriction
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
Original Message:
Sent: 09-18-2024 10:51
From: Cameron Tomlin
Subject: Permissions restriction
Hello Xavier,
To answer your questions:
- 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.
- 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
Original Message:
Sent: 09-18-2024 10:28
From: Xavier Mateu
Subject: Permissions restriction
Hi Community,
Two questions to see if I get some help ...
- Is there any way to restrict queue details and recording visibility between agents/supervisors within same division?
- 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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