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  • 1.  Suddenly missing permissions / features

    Posted 08-13-2018 06:46
    Edited by Christian Ropertz 08-13-2018 06:48
    No replies, thread closed.

    Hi All,

    I noticed this Supervisor 2 Permission errors... , which makes me wondering. Did Genesys changed more permissions which are related to the 'Quality Evaluator' role? (related to recordings)

    We have a custom role 'Inluisteren' which giving agent the permissions to access recordings by browsing to 'Performance - Interactions'. When setting a filter,- we are missing the field 'User' which is used for entering agent name and search all recordings for this agent.

    Now,- for new users with this permission I noticed the fields 'Queue' and 'Wrapup',- but in between the 'User' field is gone.

    I I grant 'engage supervisor'  the 'User' field appears.
    Which permission am I missing for the 'User' field in Interactions filtering?

    The permissions for our custom role (which always worked) are the following:

    analytics > conversationDetail > View
    Conversation > Communication > View
    Quality > Evaluation > Add
    Quality > Evaluation > Edit
    Quality > Evaluation > Edit Score
    Quality > Evaluation > View


    I still works for our agent which those permissions were already assigned.
    For new users however,- they need additional rights in order to search for recordings based on agent name.

    Please advice.


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    Christian Ropertz
    Dealerdirect B.V.
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  • 2.  RE: Suddenly missing permissions / features

    Posted 08-13-2018 09:17
    No replies, thread closed.
    Problem is resolved by adding the permission "Directory > Users > View" permission to this custom role.
    Thanks to Cloudoe.

    ------------------------------
    Christian Ropertz
    Dealerdirect B.V.
    ------------------------------



  • 3.  RE: Suddenly missing permissions / features

    Posted 08-14-2018 19:14
    No replies, thread closed.
    I have multiple agents missing the permissions and functions, they have the appropriate roles and I confirmed that they have that particular permission. If they log into another computer and log into Purecloud thru Chrome, they have all the permissions, but for some reason on their everyday computer it's blocking some of the permissions.
     I've tried clearing the cache out of Chrome, no difference, rebooted the computer no difference. Yet they log into another computer and it works fine. So far I have 6 agents impacted by this and no solution.

    ------------------------------
    Jonathan Jones
    Kal Tire, LTD
    ------------------------------

    Original Message


  • 4.  RE: Suddenly missing permissions / features

    Posted 08-15-2018 09:26
    No replies, thread closed.
    Has a support case be filed? It's hard to debug this sort of thing over a forum. I might try incognito mode to see if it helps to rule out caching being an issue. Could also try logging in and out.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


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