Genesys Cloud CX

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Enhanced control over agent assistance access 

30 days ago

In this video @Shigeki Sahashi talks about the enhanced control over agent assistance access. 

Administrators can now use the new Chat > agentassistance > Access permission to grant or remove user access from the Agent Assistance functionality. This feature enables administrators to show or hide the visibility of the agent assistance lifeboat icon in the left navigation menu. Administrators can limit agent assistance availability only to specified agents. Previously, agents with the Routing > Agent > Onqueue or the Routing > Queue > Edit permissions assigned to their role could access this feature, regardless of their group or role within the organization.

Read more:

Release notes: https://help.mypurecloud.com/releasenote/september-16-2024/

#TAMStudios #FeatureRelease #AssistanceButton #Permissions

Please post any questions, or comments, below or email us at TAMStudios@Genesys.com  


#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#CommunityVideos(TAM,QA,etc.)

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Comments

28 days ago

Good to hear Donald! 

29 days ago

This is working, we were finally able to remove this! Thank you.  

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