Genesys Cloud - Main

Does anyone know which specific permissions we need to get a rep to give them access to the Queue Activity Detail section. They have permissions to see the queue activity, but cannot go into it to get details about the calls coming in. Want to give them this permission without giving them supervisor permissions.
#SystemAdministration

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Hi Tommy -
Have you checked out this page yet? There's a listing of permissions at the top; personally, i'd stay clear of giving agents the permissions to change each others status or log each other out. :)
https://help.mypurecloud.com/articles/queues-activity-detail-view/

Hope this helps!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.
------------------------------

Original Message:
Sent: 12-12-2022 15:47
From: Tommy Oudavanh
Subject: Queue Activity Detail

Does anyone know which specific permissions we need to get a rep to give them access to the Queue Activity Detail section. They have permissions to see the queue activity, but cannot go into it to get details about the calls coming in. Want to give them this permission without giving them supervisor permissions.
#SystemAdministration

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Hey Cory,

Thank you for replying. I tried that, added all the permissions listed and still nothing.

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Original Message:
Sent: 12-12-2022 19:38
From: Cory King
Subject: Queue Activity Detail

Hi Tommy -
Have you checked out this page yet? There's a listing of permissions at the top; personally, i'd stay clear of giving agents the permissions to change each others status or log each other out. :)
https://help.mypurecloud.com/articles/queues-activity-detail-view/

Hope this helps!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.

Original Message:
Sent: 12-12-2022 15:47
From: Tommy Oudavanh
Subject: Queue Activity Detail

Does anyone know which specific permissions we need to get a rep to give them access to the Queue Activity Detail section. They have permissions to see the queue activity, but cannot go into it to get details about the calls coming in. Want to give them this permission without giving them supervisor permissions.
#SystemAdministration

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Hi Tommy - 
I tested on my end and I see what you're saying: following the permissions listed in the documentation isn't enough for the agent to get access. I tried adding a few other permissions but i wasn't able to find a resolution. :(

Sorry I couldn't find a solution for you!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.
------------------------------

Original Message:
Sent: 12-13-2022 16:58
From: Tommy Oudavanh
Subject: Queue Activity Detail

Hey Cory,

Thank you for replying. I tried that, added all the permissions listed and still nothing.

------------------------------
Tommy Oudavanh
ISN Software Corporation

Original Message:
Sent: 12-12-2022 19:38
From: Cory King
Subject: Queue Activity Detail

Hi Tommy -
Have you checked out this page yet? There's a listing of permissions at the top; personally, i'd stay clear of giving agents the permissions to change each others status or log each other out. :)
https://help.mypurecloud.com/articles/queues-activity-detail-view/

Hope this helps!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.

Original Message:
Sent: 12-12-2022 15:47
From: Tommy Oudavanh
Subject: Queue Activity Detail

Does anyone know which specific permissions we need to get a rep to give them access to the Queue Activity Detail section. They have permissions to see the queue activity, but cannot go into it to get details about the calls coming in. Want to give them this permission without giving them supervisor permissions.
#SystemAdministration

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Thanks for looking Cory, I think we found the issue. It was a simple one too, the reps were looking at My Queue Activity, but should have been looking at just Queue Activity. I was hitting myself in the head with this one lol

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Original Message:
Sent: 12-19-2022 07:55
From: Cory King
Subject: Queue Activity Detail

Hi Tommy -
I tested on my end and I see what you're saying: following the permissions listed in the documentation isn't enough for the agent to get access. I tried adding a few other permissions but i wasn't able to find a resolution. :(

Sorry I couldn't find a solution for you!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.

Original Message:
Sent: 12-13-2022 16:58
From: Tommy Oudavanh
Subject: Queue Activity Detail

Hey Cory,

Thank you for replying. I tried that, added all the permissions listed and still nothing.

------------------------------
Tommy Oudavanh
ISN Software Corporation

Original Message:
Sent: 12-12-2022 19:38
From: Cory King
Subject: Queue Activity Detail

Hi Tommy -
Have you checked out this page yet? There's a listing of permissions at the top; personally, i'd stay clear of giving agents the permissions to change each others status or log each other out. :)
https://help.mypurecloud.com/articles/queues-activity-detail-view/

Hope this helps!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.

Original Message:
Sent: 12-12-2022 15:47
From: Tommy Oudavanh
Subject: Queue Activity Detail

Does anyone know which specific permissions we need to get a rep to give them access to the Queue Activity Detail section. They have permissions to see the queue activity, but cannot go into it to get details about the calls coming in. Want to give them this permission without giving them supervisor permissions.
#SystemAdministration

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------

Thanks for the update! That makes sense. Glad to hear you were able to get this worked out!

Thanks,

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.
------------------------------

Original Message:
Sent: 12-19-2022 08:15
From: Tommy Oudavanh
Subject: Queue Activity Detail

Thanks for looking Cory, I think we found the issue. It was a simple one too, the reps were looking at My Queue Activity, but should have been looking at just Queue Activity. I was hitting myself in the head with this one lol

------------------------------
Tommy Oudavanh
ISN Software Corporation

Original Message:
Sent: 12-19-2022 07:55
From: Cory King
Subject: Queue Activity Detail

Hi Tommy -
I tested on my end and I see what you're saying: following the permissions listed in the documentation isn't enough for the agent to get access. I tried adding a few other permissions but i wasn't able to find a resolution. :(

Sorry I couldn't find a solution for you!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.

Original Message:
Sent: 12-13-2022 16:58
From: Tommy Oudavanh
Subject: Queue Activity Detail

Hey Cory,

Thank you for replying. I tried that, added all the permissions listed and still nothing.

------------------------------
Tommy Oudavanh
ISN Software Corporation

Original Message:
Sent: 12-12-2022 19:38
From: Cory King
Subject: Queue Activity Detail

Hi Tommy -
Have you checked out this page yet? There's a listing of permissions at the top; personally, i'd stay clear of giving agents the permissions to change each others status or log each other out. :)
https://help.mypurecloud.com/articles/queues-activity-detail-view/

Hope this helps!

------------------------------
Cory King
IT Lead
Interstate Gas Supply, Inc.

Original Message:
Sent: 12-12-2022 15:47
From: Tommy Oudavanh
Subject: Queue Activity Detail

Does anyone know which specific permissions we need to get a rep to give them access to the Queue Activity Detail section. They have permissions to see the queue activity, but cannot go into it to get details about the calls coming in. Want to give them this permission without giving them supervisor permissions.
#SystemAdministration

------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------