Genesys Cloud - Main

Hello

We have currently hid the performance statistics view for our staff for calls and are now introducing messenger next week.

As part of messenger they need they the ability to monitor live interactions and see historic messages for those in the same division, this has now given them access to the performance view for calls, which we do not want them to be able to see.

Has anyone had this and know of a permission that will take away the performance view for calls and still grant them the views that they need?

Thanks! 

#DigitalChannels

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Shauna Gibson
Motability Operations
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So, a bit involved, but here you go:

1. Create two roles - one with and one without the Interactions view
2. Create two divisions and put queues of those you want them to see in one and others in the other division.
3. Assign the role without interactions view to the users in the second division and the first role to the first division.  

Essentially, you are assigning specific to a division to be applied to specific queues.  

Let me know if you need further instructions.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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