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  • 1.  Queue selection when creating outbound campaign

    Posted 03-03-2025 00:20
    No replies, thread closed.

    Hey All, 

    I have created a role for Supervisor and assigned them to a division. when they create a campaign and go to select queue , they can see all the queues from all the divisions. - is this normal ?

    While going through the Genesys documentation i came across below, however it doesnot specify all queue's for that division or all queue's created in our Org or across all divisions.

    "

    1. Select a queue of agents that you want to participate in this campaign. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues."

    I want to limit supervisor to select only the queue within the division - i have checked all the outbound > permissions but could not find the right permission. 

    Would this be another global permission that i have to remove and does this mean this change could affect any of the reporting or supervisory functions. 

    Any one come across this please let me know 

    thanks 

    Sid...


    #Outbound

    ------------------------------
    Siddharth Desai
    ------------------------------


  • 2.  RE: Queue selection when creating outbound campaign

    Posted 03-03-2025 12:06
    No replies, thread closed.

    Hi Sid,

    There is a FAQ that might answer your question: Why do I see all user and queues data in divisions to which I don't belong? I hope this helps



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Queue selection when creating outbound campaign

    Posted 03-03-2025 19:18
    No replies, thread closed.

    Hey Sam, 

    thanks, I have already looked at this document. The question that i have is "if a supervisor is adding a queue to an agent he/she can only see all the queues from that particular division. So if he/she is creating a new outbound campaign he/she should only see the queues belonging to that division. Also the first step in creating Outbound campaign is to chose the division and I would believe that should limit access to queues within that division only. 

    I believe there could be a role to limit access of a supervisor to view queues of that particular division. 



    ------------------------------
    Siddharth Desai
    ------------------------------

    Original Message


  • 4.  RE: Queue selection when creating outbound campaign
    Best Answer

    Posted 03-04-2025 09:15
    No replies, thread closed.

    Hello Siddharth, 

    Have you reviewed this Resource Center article? This may be what you're looking for.

    To limit a user's ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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