Genesys Cloud - Main

How do I give the Purecloud Supervisor role the ability to add or edit Canned Responses in the Admin/Contact Center/Canned Responses library?  What "Permission" is actually needed to be added to them to administer Canned Responses?
#SystemAdministration

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Ann Magie
Xpressdocs Partners, Ltd.
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There is a Responses> section under Permissions. It should be pretty much common sense to set up, depending on what you actually want them to do. Two sections below it, Responses>Library> and Responses>Response> which will depend on your actual needs. 

The PureCloud Agent role already has the View permission, so if they are assigned that role as well as Supervisor you wouldn't need to add it again to Supervisor.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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George - this would allow them to use Canned Responses, but would it allow them to create new or edit existing Canned Responses?

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.
------------------------------

Original Message:
Sent: 02-12-2019 14:25
From: George Ganahl
Subject: Providing Supervisors with Access to update Canned Responses

There is a Responses> section under Permissions. It should be pretty much common sense to set up, depending on what you actually want them to do. Two sections below it, Responses>Library> and Responses>Response> which will depend on your actual needs.

The PureCloud Agent role already has the View permission, so if they are assigned that role as well as Supervisor you wouldn't need to add it again to Supervisor.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

I was able to add those additional permissions - thank you for the guidance!!

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.
------------------------------

Original Message:
Sent: 02-12-2019 14:40
From: Ann Magie
Subject: Providing Supervisors with Access to update Canned Responses

George - this would allow them to use Canned Responses, but would it allow them to create new or edit existing Canned Responses?

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.
------------------------------


Original Message:
Sent: 02-12-2019 14:25
From: George Ganahl
Subject: Providing Supervisors with Access to update Canned Responses

There is a Responses> section under Permissions. It should be pretty much common sense to set up, depending on what you actually want them to do. Two sections below it, Responses>Library> and Responses>Response> which will depend on your actual needs.

The PureCloud Agent role already has the View permission, so if they are assigned that role as well as Supervisor you wouldn't need to add it again to Supervisor.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

My question is...did it work the way you wanted? :-)

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 02-12-2019 14:48
From: Ann Magie
Subject: Providing Supervisors with Access to update Canned Responses

I was able to add those additional permissions - thank you for the guidance!!

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.
------------------------------


Original Message:
Sent: 02-12-2019 14:40
From: Ann Magie
Subject: Providing Supervisors with Access to update Canned Responses

George - this would allow them to use Canned Responses, but would it allow them to create new or edit existing Canned Responses?

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.


Original Message:
Sent: 02-12-2019 14:25
From: George Ganahl
Subject: Providing Supervisors with Access to update Canned Responses

There is a Responses> section under Permissions. It should be pretty much common sense to set up, depending on what you actually want them to do. Two sections below it, Responses>Library> and Responses>Response> which will depend on your actual needs.

The PureCloud Agent role already has the View permission, so if they are assigned that role as well as Supervisor you wouldn't need to add it again to Supervisor.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Yes - by adding the additional permissions, our Supervisor profile now has access to add or edit canned responses - they have "Canned Responses" visible to them in the Admin view.  Thanks again!

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.
------------------------------

Original Message:
Sent: 02-12-2019 15:01
From: George Ganahl
Subject: Providing Supervisors with Access to update Canned Responses

My question is...did it work the way you wanted? :-)

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 02-12-2019 14:48
From: Ann Magie
Subject: Providing Supervisors with Access to update Canned Responses

I was able to add those additional permissions - thank you for the guidance!!

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.


Original Message:
Sent: 02-12-2019 14:40
From: Ann Magie
Subject: Providing Supervisors with Access to update Canned Responses

George - this would allow them to use Canned Responses, but would it allow them to create new or edit existing Canned Responses?

------------------------------
Ann Magie
Xpressdocs Partners, Ltd.


Original Message:
Sent: 02-12-2019 14:25
From: George Ganahl
Subject: Providing Supervisors with Access to update Canned Responses

There is a Responses> section under Permissions. It should be pretty much common sense to set up, depending on what you actually want them to do. Two sections below it, Responses>Library> and Responses>Response> which will depend on your actual needs.

The PureCloud Agent role already has the View permission, so if they are assigned that role as well as Supervisor you wouldn't need to add it again to Supervisor.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys