Genesys Cloud - Main

Hello,

We have encountered an unexpected behavior regarding user obfuscation in a client's Analytics Workspace view starting this morning.

We observe then that agents belonging to the client's main division are visible, but agents assigned to an external division (who are actively working on the client's queues) appear blurred out.

GET /api/v2/analytics/reporting/settings confirms that queueAgentAccessObfuscation is enabled.

Per the Queues Activity Detail view documentation, users require the Directory > User > View permission for the target division to see obfuscated users.

Is it then mandatory for the client to be directly assigned to the external division to resolve this?
If so, is there a way to restrict their visibility strictly to the users active on their queues, rather than exposing the rest of that division's setup?
Or to turn off the Obfuscation?

Thank you for your time and help,
Regards,
Nadège

Queues Activity Detail view - Genesys Cloud Resource Center

Hello Nadege,

You could create or use a role that contains only the Directory > User > View permission and assign that role to the user with access scoped only to the external division.  That would grant the access required but not give full access to the whole division.

https://help.genesys.cloud/articles/about-access-control

Hello Samuel,

Thank you for your swift answer :)
It's working perfectly indeed. I was going way too far for this extra add-on role.

Merci !

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Nadege Biojout
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