Genesys Cloud - Main

Client noticed that their agents could not see the language skills on the calls coming in to the queues (Queues Activity View), however, the admin could see them. I am assuming that it is suspected that the agents do not need to see the language skills as the call is coming in. In this particular case, I narrowed down that they need to have the Routing > Skills > Manage permission to see the Language skills coming into the queue. They could see any other skill being presented (ACD). Issue with giving this permission out is that the agents can now add and delete skills. 
On this one user the Roles were Employee > Communicate User > PureCloud User. I had to add the above mentioned permission to have the Language skill display. Is this designed by default this way?


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Angelia Harper
Avtex
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A change was made to remove the permission requirement of routing > skill > manage to retrieve skills and languages, so everyone should be able to see them in the Queues Activity View. If this is not happening, then that sounds like a bug; I recommend that you reach out to Support with the details so that Development can investigate it.

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Maisey Harris
Team Lead, Sr. Software Engineer
Genesys
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Original Message:
Sent: 08-29-2018 10:54
From: Angelia Harper
Subject: View Skills on Queues Activity View

Client noticed that their agents could not see the language skills on the calls coming in to the queues (Queues Activity View), however, the admin could see them. I am assuming that it is suspected that the agents do not need to see the language skills as the call is coming in. In this particular case, I narrowed down that they need to have the Routing > Skills > Manage permission to see the Language skills coming into the queue. They could see any other skill being presented (ACD). Issue with giving this permission out is that the agents can now add and delete skills.
On this one user the Roles were Employee > Communicate User > PureCloud User. I had to add the above mentioned permission to have the Language skill display. Is this designed by default this way?


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Angelia Harper
Avtex
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@Maisey Harris, thank you much! Support case has been opened up.

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Angelia Harper
Avtex
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Original Message:
Sent: 08-30-2018 09:07
From: maisey harris
Subject: View Skills on Queues Activity View

A change was made to remove the permission requirement of routing > skill > manage to retrieve skills and languages, so everyone should be able to see them in the Queues Activity View. If this is not happening, then that sounds like a bug; I recommend that you reach out to Support with the details so that Development can investigate it.

------------------------------
Maisey Harris
Team Lead, Sr. Software Engineer
Genesys

Original Message:
Sent: 08-29-2018 10:54
From: Angelia Harper
Subject: View Skills on Queues Activity View

Client noticed that their agents could not see the language skills on the calls coming in to the queues (Queues Activity View), however, the admin could see them. I am assuming that it is suspected that the agents do not need to see the language skills as the call is coming in. In this particular case, I narrowed down that they need to have the Routing > Skills > Manage permission to see the Language skills coming into the queue. They could see any other skill being presented (ACD). Issue with giving this permission out is that the agents can now add and delete skills.
On this one user the Roles were Employee > Communicate User > PureCloud User. I had to add the above mentioned permission to have the Language skill display. Is this designed by default this way?


------------------------------
Angelia Harper
Avtex
------------------------------