Genesys Cloud - Main

Hi,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?

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,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?

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,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?

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,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?

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,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?

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,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?

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.

Hi,

I would like to get your idea on how can I achieve this kind of access control to genesys.
1. We have 1 Division for customer service
2. In that division we have 1 Manager that should be able to view all interactions of Agents/Supervisors within that division - Done
3. We have (3) users with supervisor role but we want these supervisors to view only the interactions/recordings of agents that are under his/her supervision.

we tried to add conditions on the role but it only allow as to add up to 10 (Max) list of users, also we cannot set the role to have specific condition depending on to who is the supervisor. I cannot use condition 'Queue' because this users shared the same queue.

the workaround that I can think of is to create a separate role for each supervisor but I will still have the limitation on condition up to 10(Max) users where we have more than 10 users that can be under 1 supervisor.
any other way you can share to achieve these settings?