Hello, 

We have supervisors that oversee agents in multiple divisions. However, they can only see certain secondary statuses for agents in their current division. As an admin I can see all existing statuses in my reporting, and I would like to give them the ability to see these statuses as well. I am assuming there is a permission they are missing to allow them to see cross divisional statuses since I have the ability to see it. Does anyone know what that permission would be? 

They currently have Reporting>Status>View and UI>Supervisor Status Control>View which is the same as the admin profile. We are new to using the division specific secondary statuses and this is causing a reporting headache for us. 

This goes to divisional control than the status permission, which are global permissions for that particular feature.  With a sub status, it can only be in ALL divisions or one particular division.  I would suggest a role that is for just viewing or setting a status and then assigning that role to users by division for the status you want them to have access to.  

Hello, 

We have supervisors that oversee agents in multiple divisions. However, they can only see certain secondary statuses for agents in their current division. As an admin I can see all existing statuses in my reporting, and I would like to give them the ability to see these statuses as well. I am assuming there is a permission they are missing to allow them to see cross divisional statuses since I have the ability to see it. Does anyone know what that permission would be? 

They currently have Reporting>Status>View and UI>Supervisor Status Control>View which is the same as the admin profile. We are new to using the division specific secondary statuses and this is causing a reporting headache for us. 

Hi Robert, let me elaborate a bit more. 

We have two divisions in concern for this specific request:

ASG Commercial

ASG Residential

We added 2 new statuses for our ASG Commercial team. And we have supervisors that oversee agents in both divisions. They have a custom supervisor role that has permissions for both ASG Residential and ASG Commercial but in the divisions and licences tab of their people profile they are under ASG Residential. When they view the agents live status it says restricted. When trying to pull a report it does not list them as an option under busy>Secondary statuses. 

I have elevated permissions as an admin, but my division under divisions and licences tab is the home division which is Genesys' default division. I don't think I need to make a new role, but instead find the permission that allows them to see the statuses of those agents and grant that specific ability to the supervisors. 

This goes to divisional control than the status permission, which are global permissions for that particular feature.  With a sub status, it can only be in ALL divisions or one particular division.  I would suggest a role that is for just viewing or setting a status and then assigning that role to users by division for the status you want them to have access to.  

Hello, 

We have supervisors that oversee agents in multiple divisions. However, they can only see certain secondary statuses for agents in their current division. As an admin I can see all existing statuses in my reporting, and I would like to give them the ability to see these statuses as well. I am assuming there is a permission they are missing to allow them to see cross divisional statuses since I have the ability to see it. Does anyone know what that permission would be? 

They currently have Reporting>Status>View and UI>Supervisor Status Control>View which is the same as the admin profile. We are new to using the division specific secondary statuses and this is causing a reporting headache for us. 

Hi Robert, let me elaborate a bit more. 

We have two divisions in concern for this specific request:

ASG Commercial

ASG Residential

We added 2 new statuses for our ASG Commercial team. And we have supervisors that oversee agents in both divisions. They have a custom supervisor role that has permissions for both ASG Residential and ASG Commercial but in the divisions and licences tab of their people profile they are under ASG Residential. When they view the agents live status it says restricted. When trying to pull a report it does not list them as an option under busy>Secondary statuses. 

I have elevated permissions as an admin, but my division under divisions and licences tab is the home division which is Genesys' default division. I don't think I need to make a new role, but instead find the permission that allows them to see the statuses of those agents and grant that specific ability to the supervisors. 

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Aaron Buckley
Breezeline

Original Message:
Sent: 09-16-2024 16:11
From: Robert Wakefield-Carl
Subject: Permissions to view all statuses

This goes to divisional control than the status permission, which are global permissions for that particular feature.  With a sub status, it can only be in ALL divisions or one particular division.  I would suggest a role that is for just viewing or setting a status and then assigning that role to users by division for the status you want them to have access to.  

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

Original Message:
Sent: 09-16-2024 15:33
From: Aaron Buckley
Subject: Permissions to view all statuses

Hello, 

We have supervisors that oversee agents in multiple divisions. However, they can only see certain secondary statuses for agents in their current division. As an admin I can see all existing statuses in my reporting, and I would like to give them the ability to see these statuses as well. I am assuming there is a permission they are missing to allow them to see cross divisional statuses since I have the ability to see it. Does anyone know what that permission would be? 

They currently have Reporting>Status>View and UI>Supervisor Status Control>View which is the same as the admin profile. We are new to using the division specific secondary statuses and this is causing a reporting headache for us. 

#PlatformAdministration

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Aaron Buckley
Breezeline
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