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  • 1.  Permissions - Viewing Interactions & Recordings

    Posted 01-17-2020 09:25
    No replies, thread closed.
    I currently manage a small group of call center agents in the Genesys PureCloud system. Our agents are given the following out-of-the-box roles: Employee, Communicate User, PureCloud User. These roles grant the minimum functionality required for them to complete their daily work. I'm looking to make some minor tweaks to their access and could use some advice.

    I would like to allow our call center agents to view their own interactions and have the ability listen to listen to the corresponding recordings. I would like to restrict access to editing capabilities.

    • What would be the best permissions to add to these base roles that would allow them to view their interactions and listen to the recordings?
    • Is it possible to fulfill this need without granting edit or assignment capabilities?
    My technical expertise is fairly limited - I figured I'd ask before playing around with various permissions.

    Thanks in advance for the input.
    #Unsure/Other

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    Matthew Ackerman
    TGG Solutions, Manager of Customer Support
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  • 2.  RE: Permissions - Viewing Interactions & Recordings

    Posted 01-17-2020 10:13
    No replies, thread closed.
    I believe this gives them these capabilities of their own interactions:  Analytics > Conversation Detail > View 

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Permissions - Viewing Interactions & Recordings

    Posted 03-12-2020 08:07
    No replies, thread closed.
    Hi Robert,

    Thanks for your response a while back. 

    I reviewed the permissions assigned to our team members and they do already have Analytics > Conversation Detail > View permission assigned. While they can see their own call history, they are unable to click on and open each interaction to review the corresponding recording.

    In looking at the other available permissions, I'm not seeing one item that could (by name or description) grant recording access as desired. I'm wondering if it's built into the supervisory permissions and cannot be broken out.

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    Matthew Ackerman
    TGG SolutionsNew Business Manager
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    Original Message


  • 4.  RE: Permissions - Viewing Interactions & Recordings

    Posted 03-12-2020 22:16
    No replies, thread closed.
    Hi Matthew,

    This is a pretty good link, on the resource centre, that can guide you to the right permissions to assign Users: https://help.mypurecloud.com/articles/products-roles-and-permissions-list/  . If you type say "recording" in the search field, you can see a list of permissions and their access levels based on "recordings". I hope this helps.

    ------------------------------
    Rebecca Harper
    Genesys - Employees
    ------------------------------

    Original Message


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