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  • 1.  View historical interactions

    Posted 05-12-2020 17:35
    No replies, thread closed.
    Hi,
     I created a new Supervisor user last month. The user is unable to interactions recorded earlier this year for the division. The user is however able to see all interactions since the day access was granted. 

    What permissions are need to allow user to view historical interactions?
    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    Asha Gopal
    Novo Nordisk Inc.
    ------------------------------


  • 2.  RE: View historical interactions

    Posted 05-13-2020 08:55
    No replies, thread closed.
    They should be able to see current and historical interactions based on the same permissions documented in the Interactions view.    Did the prior interactions use the same division?  They may need permission to additional divisions.

    Required permissions can be found here:
    https://help.mypurecloud.com/articles/interactions-view/

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------



  • 3.  RE: View historical interactions

    Posted 05-13-2020 09:18
    No replies, thread closed.

    Also, Asha, just for clarification--is the Division new as of the date access was granted to the Supervisor? Or, did the Division exist previously and the supervisor was just granted access? 

    Can other users with access to that Division (and not the Home division as well) see all the historical calls?



    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: View historical interactions

    Posted 05-13-2020 20:52
    No replies, thread closed.

    Hi George,

    Thanks for your response. Division was created early last year, and the Supervisor was granted access to the system in April this year.

     

    The other two supervisors that are able to see the calls have roles assigned to both Home and the custom division.

     

     

    Asha Gopal

    Sr.Systems Analyst

    Information Technology

     

    Novo Nordisk Inc.

    +1 609 786 8379 (direct)

    +1 609 480 7569 (mobile)

    AHGP@novonordisk.com

     



    ------Original Message------

    Also, Asha, just for clarification--is the Division new as of the date access was granted to the Supervisor? Or, did the Division exist previously and the supervisor was just granted access? 

    Can other users with access to that Division (and not the Home division as well) see all the historical calls?



    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------


  • 5.  RE: View historical interactions

    Posted 05-13-2020 20:50
    No replies, thread closed.

    Thanks for your inputs Darlene. I've verified the permissions noted in the link are available to the user. All interactions were created on the same division as the user's division.

     

    I have asked for additional details from the user.

     

     

     

     

    Asha Gopal

    Sr.Systems Analyst

    Information Technology

     

    Novo Nordisk Inc.

    +1 609 786 8379 (direct)

    +1 609 480 7569 (mobile)

    AHGP@novonordisk.com

     



    ------Original Message------

    They should be able to see current and historical interactions based on the same permissions documented in the Interactions view.    Did the prior interactions use the same division?  They may need permission to additional divisions.

    Required permissions can be found here:
    https://help.mypurecloud.com/articles/interactions-view/

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------


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