Genesys Cloud - Main

Hi,

we have a genesys org with 2 divisions and we wanted user with supervisor role to be able to view recordings of their agents only and calls of queue assigned on their same division.
here is  the screenshot provided by the supervisor where he can view/listen the calls that his agent transfer to queue on the other division.

we have followed this article: How do I grant a supervisor access to the recordings of just their agents? - Genesys Cloud Resource Center

we created a custom supervisor role with condition under this permission
1. Recording > Recording > View
with condition for specific user only
then another permission with
2. Recording > Recording Segment > View
with condition for specific Queue only

we make sure that supervisor is on the same division of these agent and queue Division (MIB)
however supervisor still able to see segments of recordings which belongs to (MIMMB) division
I was expecting that calls which does not belong on the queue under his division would be grayed out in the recording
can someone confirm this?

#PlatformAdministration
#Reporting/Analytics
#Unsure/Other

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Ernest John Nuque
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Hello Ernest,

If I followed you correctly, you shouldn't be running into any issues. I would recommend two things:
Have the supervisors log out and log back in, and try to test again. If that doesn't work, you should make a test user with limited roles and assign the Recording > Recording > View or the Recording > Recording Segment > View permissions.

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Jason Kleitz
Online Community Manager/Moderator
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If you are looking for access control at the Recording Segment level, the user (supervisor) cannot have Recording > Recording > View permission, because it grants ALL recording content for the interaction it is privileged.  You must instead be only using Recording > RecordingSegment > View with the appropriate conditions.

Access control transactional objects is the comprehensive article in Resource Center that explains the access control concept -- so make sure you have a detailed read on that.

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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
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