Genesys Cloud - Main

It's probably best to use Workteams to designate agent groupings here.  And then for each of the 3 supervisors, create a role where you grant Recording > Recording Segment > View permission, with a condition on their Workteam.

hi, Daniel! Last year we had the same request for Genesys PS consultants, but they said only having division per "team" would help, which of course was not an option. Is this a new condition/feature that was not available before? Would like to explore more and see if we could implement it in couple of markets that have stricter interpretation of GDPR than others in the EU

It's probably best to use Workteams to designate agent groupings here.  And then for each of the 3 supervisors, create a role where you grant Recording > Recording Segment > View permission, with a condition on their Workteam.

Hi Ekaterina,

I stand corrected -- you're right.  There is currently no permission condition on workteams for Recording permissions.

I was thinking about QM policy which does have workteam as a matching criteria, which is obviously not the same thing.  Apologies for the confusion.

I don't think I can do better than what you have been proposing.

hi, Daniel! Last year we had the same request for Genesys PS consultants, but they said only having division per "team" would help, which of course was not an option. Is this a new condition/feature that was not available before? Would like to explore more and see if we could implement it in couple of markets that have stricter interpretation of GDPR than others in the EU

It's probably best to use Workteams to designate agent groupings here.  And then for each of the 3 supervisors, create a role where you grant Recording > Recording Segment > View permission, with a condition on their Workteam.

Hi Ekaterina,

I stand corrected -- you're right.  There is currently no permission condition on workteams for Recording permissions.

I was thinking about QM policy which does have workteam as a matching criteria, which is obviously not the same thing.  Apologies for the confusion.

I don't think I can do better than what you have been proposing.

hi, Daniel! Last year we had the same request for Genesys PS consultants, but they said only having division per "team" would help, which of course was not an option. Is this a new condition/feature that was not available before? Would like to explore more and see if we could implement it in couple of markets that have stricter interpretation of GDPR than others in the EU

It's probably best to use Workteams to designate agent groupings here.  And then for each of the 3 supervisors, create a role where you grant Recording > Recording Segment > View permission, with a condition on their Workteam.

It's probably best to use Workteams to designate agent groupings here.  And then for each of the 3 supervisors, create a role where you grant Recording > Recording Segment > View permission, with a condition on their Workteam.

Hi Daniel, 

I've attempted to follow your direction, however, I don't see the option for Workteam when trying to create condition on permission.

I see User, Queue, Media Type and various Evaluation attributes only.

Can you please advise.

It's probably best to use Workteams to designate agent groupings here.  And then for each of the 3 supervisors, create a role where you grant Recording > Recording Segment > View permission, with a condition on their Workteam.