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There is an after-hours flow configured for the "Home" division.
Is there a good way for users who are not assigned to the "Home" division to view interactions received during the after-hours flow?
Please let me know if you have any ideas, such as how to add settings to Architect's after-hours flow.

Hi Tetsuya,

Interesting question.

My understanding is that Architect does not provide a native "Set Division" action to dynamically change the division of an interaction.

One thing that may be worth looking at is the resources the interaction touches during its lifecycle. My understanding is that interactions can inherit division associations from resources such as flows, queues, and users. If the after-hours flow transfers to another flow or queue in a different division, that may influence visibility depending on your division and role configuration.

Out of curiosity, is there a reason the after-hours flow is configured in the Home division rather than the division that ultimately owns the interaction?

There is an after-hours flow configured for the "Home" division.
Is there a good way for users who are not assigned to the "Home" division to view interactions received during the after-hours flow?
Please let me know if you have any ideas, such as how to add settings to Architect's after-hours flow.

Hi Tetsuya,

Interesting question.

My understanding is that Architect does not provide a native "Set Division" action to dynamically change the division of an interaction.

One thing that may be worth looking at is the resources the interaction touches during its lifecycle. My understanding is that interactions can inherit division associations from resources such as flows, queues, and users. If the after-hours flow transfers to another flow or queue in a different division, that may influence visibility depending on your division and role configuration.

Out of curiosity, is there a reason the after-hours flow is configured in the Home division rather than the division that ultimately owns the interaction?

There is an after-hours flow configured for the "Home" division.
Is there a good way for users who are not assigned to the "Home" division to view interactions received during the after-hours flow?
Please let me know if you have any ideas, such as how to add settings to Architect's after-hours flow.

There is an after-hours flow configured for the "Home" division.
Is there a good way for users who are not assigned to the "Home" division to view interactions received during the after-hours flow?
Please let me know if you have any ideas, such as how to add settings to Architect's after-hours flow.

Hello @Tetsuya Ishihara

Just adding.

I don't think this is something you can solve directly inside the Architect after-hours flow.

This is mainly related to divisions, queues, roles, and permissions. In Genesys Cloud, queues are assigned to divisions, and that division is very important for visibility in performance views and interaction data.

So even if the after-hours flow is configured in the Home division, you also need to check which queue receives or handles those interactions and which division that queue belongs to. If users do not have the proper View permissions for the division where the queue or related interaction data exists, they may not be able to see those interactions in Analytics or Interaction Details.

I would review:

• The division of the after-hours flow

• The division of the queue used in that flow

• The users' roles

• The divisions assigned to those roles

• The required Analytics / Conversation View permissions

If those users need to view the after-hours interactions, they should be granted the appropriate role with View permissions for the relevant division. In many cases, the queue division is the key point to validate.

So, in short: I would not look for an Architect setting for this. I would check the queue division, then adjust the users' roles, View permissions, and division access accordingly.

There is an after-hours flow configured for the "Home" division.
Is there a good way for users who are not assigned to the "Home" division to view interactions received during the after-hours flow?
Please let me know if you have any ideas, such as how to add settings to Architect's after-hours flow.