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  • 1.  Permissions to view all statuses

    Posted 09-16-2024 15:34
    No replies, thread closed.

    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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  • 2.  RE: Permissions to view all statuses

    Posted 09-16-2024 16:12
    No replies, thread closed.

    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
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  • 3.  RE: Permissions to view all statuses

    Posted 09-16-2024 16:20
    No replies, thread closed.

    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
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    Original Message


  • 4.  RE: Permissions to view all statuses
    Best Answer

    Posted 09-17-2024 20:22
    No replies, thread closed.

    Do they have Supervisor Role in the division that the agents are in?  Remember that divisional role assignment is only for objects in those divisions.  If the agents are still in Home, they would have to have the role in the Home division.  



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

    Original Message


  • 5.  RE: Permissions to view all statuses

    Posted 10-04-2024 13:55
    Edited by Nino Luis De Jesus 10-04-2024 13:59
    No replies, thread closed.

    We are also experiencing this just this week.  in our case  all of the agents and Supervisor are in the same Division  and there are no Secondary Status set for the said Division. I thinks some changes were made with certain Permissions that the Supervisory role have  recently . 

    FYI I know that   status displays as "restricted" if the Manger does not have permission to view secondary statuses in the division that contains a particular secondary status.  

    But why is "Restricted" status shows up on a supervisor's Queue Activity VIew on a Division that does not have secondary statuses.



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    Nino Luis De Jesus
    PPD Development, L.P.
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    Original Message


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