Genesys Cloud - Main

Hello all

We need to find the correct balance of agent permissions to enable the following

NOT able to search and select any destination they choose from the top-of-screen contact search box
CAN complete transfers and consults from configured buttons on the Agent Script 

We are quite strict (and slio'd) meaning that we don't to have agents from one area (eg Customer Care) sending calls to another area (eg Collections)

First time poster, so what additional information would be helpful ?

thanks!

Alex

Hi Alex,

You could use Access Control to limit what agents have access to: About access control

The following permissions are what give users access to certain features:

• Directory > User > View - Allows agents to search the org's user directory
• Routing > Queue > View - Allows agents to search/select queues

There is also an idea on the Genesys Cloud Product Ideas Lab: Granular Transfer Permissions ( Blind and Consult ) to Better Control Transfer Behavior that has a longer term aim of being able to reduce transfer destinations

Hello all

We need to find the correct balance of agent permissions to enable the following

NOT able to search and select any destination they choose from the top-of-screen contact search box
CAN complete transfers and consults from configured buttons on the Agent Script 

We are quite strict (and slio'd) meaning that we don't to have agents from one area (eg Customer Care) sending calls to another area (eg Collections)

First time poster, so what additional information would be helpful ?

thanks!

Alex