Hi Mark,
While yes you can add more roles to default roles you also run the risk of elevating that role to a higher license config. Employee is a collaborate level role with technically no billing. If you add these permissions to that role you will elevate it to a agent CX license. I only mention this because if you have communicate users that pay a lower per user per month cost you will now elevate those users licenses to Agent licensing. It all depends on what licensing you have and how you are currently deploying it and using it. By changing a default role you do not run the risk of breaking role backfills. It's still a default role, but just modified, and you can always reset it to base configs. While you have a lot of roles, I would consider creating a "multipanel role" and applying to the users you need to have it. You could also add it to any of your existing roles, but I would personally add it to a role that is intended for agent only use, and avoid the roles that by default are not already CX License. You'll see below where People Admin, similar to Employee is a Collaborate license and default, versus either a custom role or other default role that is already consuming a CX Agent License. I'd make sure to add these Multipanel permissions to a CX agent licensed role.
Hope this helps.
Hope this helps.
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Steve Alix
EDCi
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Original Message:
Sent: 01-30-2025 11:33
From: Mark Pierson
Subject: Updating employee role
With the introduction of Multi-Contextual Panel we want to add the "Multi-Panel Experience" permission to all of our users. However we have some 160 custom roles. Rather than updating all the roles to ensue everyone is covered I'm thinking we could just add the permission to the Employee role. I want to know if there are down sides to updating the employee role. One of my coworkers mention that by doing this it may change the status of this role to custom and would not get any new updates which may come from Genesys in the future.
Let me know your thoughts.
#Implementation
#PlatformAdministration
#System Administration
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Mark Pierson
Development principal
Can't is not an option!!!
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