A place to ask questions, connect with others, and stay in the know
It appears recently there was an update to the recording permissions where division aware is no longer operating as intended,
The scenario is as follows:
I have agent and manager in the same division, agent will make 5 calls per say. when manager goes to review calls, 3 calls will give "You are not authorized for this interaction recording" but 2 calls will work
If i add all divisions to the manager the issue does not present itself, Its as if a tag is missing for the division for the problematic calls,
The added permissions in the role i have are as follows:
Recording Annotation AddRecording Annotation DeleteRecording Annotation EditRecording Annotation ViewRecording Encryption Key EditRecording Encryption Key ViewRecording Recording DownloadRecording Recording RestoreRecording Recording ViewRecording Screen Recording DownloadRecording Screen Recording ParticipateRecording Screen Recording RestoreRecording Screen Recording StopRecording Screen Recording View
This seems to have started in the last 2 weeks.
Anybody else experiencing this? Any idea on how to rectify this?
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.