Genesys Cloud CX

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  • 1.  Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    Posted 05-18-2022 08:51
    Edited by Jon Baldwin 05-18-2022 08:59
    I've searched in several places and I cannot figure out how to restrict access for agent-level team members from seeing another agent-level team member's schedule, schedule exceptions and notes. Hopefully there is someone who knows which roles/permissions I should modify to attain this. Thanks in advance for your assistance.
    #PlatformAdministration
    #Unsure/Other

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    Jon Baldwin
    Keyword Connects
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  • 2.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    GENESYS
    Posted 05-19-2022 06:54

    Hi Jon, 

    Currently, there are no agent permissions for viewing a peer's schedule. The only way to enable this is by giving them elevated permissions, which included the supervisory features of seeing additional information.

    The idea WEM-I-847 has been submitted, to the Ideas Lab, for this. To help us shape future enhancements, please add your comments and vote on the idea.




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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 3.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    Posted 05-19-2022 08:50
    Thank you, Paul. Would you happen to know which specific permission it is? Based on your response and the permissions we allow; I've narrowed it down to the following role:
    I'm just not sure which one allows agents to see the entire population's schedule, schedule exceptions and corresponding notes.

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    Jon Baldwin
    Keyword Connects
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  • 4.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    Posted 05-19-2022 10:48
    Edited by Brad Goff 05-19-2022 11:02

    Hi Jon,

    If you do not want Agents to see other agents schedules you will need to uncheck the Bold permissions below; but they shouldn't have any of these:

    Workforce Management  Published Schedule  All Permissions

    Workforce Management  Published Schedule  View

    Workforce Management  Schedule  All Permissions

    Workforce Management  Schedule  Add

    Workforce Management  Schedule  Delete

    Workforce Management  Schedule  Edit

    Workforce Management  Schedule  Generate

    Workforce Management  Schedule  View

    You also mentioned Exceptions and Notes; are you referring to adherence exceptions and time off notes on the schedule view? If so removing the views above will resolve it. If they have access to Real-Time Adherence and or Time Off Request you may want to remove these permissions as well. 

    Workforce Management  Real-Time Adherence  All Permissions

    Workforce Management  Real-Time Adherence  View

    Workforce Management  Time Off Request  All Permissions

    Workforce Management  Time Off Request  View

    Agents should have:
    Workforce Management  Agent Schedule  View
    Workforce Management  Agent Time Off Request  Submit

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    Brad Goff
    Palo Alto Networks, Inc.
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  • 5.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    Posted 05-19-2022 12:57
    This is great Brad! Thank you so much!!

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    Jon Baldwin
    Keyword Connects
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  • 6.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    GENESYS
    Posted 05-20-2022 06:55

    The following is also a good place for a quick overview of all WFM permissions: https://help.mypurecloud.com/articles/about-workforce-management-roles-and-permissions/

    Granting someone in an agent role admin/sup permissions is going to have undesired consequences. As Paul mentioned, the better thing to do is to offer a team view (with further restrictions for privacy concerns).



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    Jay Langsford
    VP, R&D
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  • 7.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    Posted 05-20-2022 10:26
    Thank you so much Jay! This is a great resource. Everyone has been very helpful with this, I truly appreciate it!!

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    Jon Baldwin
    Keyword Connects
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  • 8.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    GENESYS
    Posted 05-19-2022 14:54
    Hi Jon - out of curiosity, what limitations do you have in place regarding agents seeing other agents' activity?  Do you want to also prevent visibility into agents' live / realtime activity as well?  Happy to connect offline if that would be more appropriate as well.

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    Trey Buck
    Genesys - Employees
    Senior Product Manager
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  • 9.  RE: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud

    Posted 05-20-2022 10:30
    Hi Trey,

    I'd be happy to connect offline. Feel free to reach me via email at jbaldwin@everconnect.com. Thanks!

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    Jon Baldwin
    Keyword Connects
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