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  • 1.  Need to create a new role for "live monitoring" only - Are these the correct permissions?

    Top 25 Contributor
    Posted 13 days ago

    Hello again,

    I'm creating a new role to allow a supervisor to do live monitoring for all types of interactions (voice, chat, and sms). This role will be assigned to a group and users will be added to that group who will need temporary access to live monitoring.

    Are these the correct permissions needed for the live monitor role?

    1. Monitor and coach in-progress voice interactions - Genesys Cloud Resource Center
      Conversation > Call > Monitor
    2.  Interactions view 
      Analytics > Conversation Aggregate > View
      Analytics > Conversation Detail > View
      Analytics > Agent Conversation Detail > View 


    #SystemAdministration
    #Unsure/Other

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    Qan T
    Vibrant Emotional Health
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  • 2.  RE: Need to create a new role for "live monitoring" only - Are these the correct permissions?

    Posted 12 days ago

    Monitoring Calls:

    • Conversation > Call > Monitor 
    • Conversation > Call > Add 
    • Conversation > Call > Coach

    Monitoring Digital:

    • Conversation > Message > Accept
    • Conversation > Message > Monitor
    • Conversation > Message > View
    • Reporting > ACD > View
    • Reporting > Interactions > View
    • Reporting > Quality > View
    • Reporting > Outbound > View
    • Messaging > Integration > View



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Need to create a new role for "live monitoring" only - Are these the correct permissions?

    Top 25 Contributor
    Posted 10 days ago
    Edited by Qan T 10 days ago

    Thank you for posting. What is the correct process when searching for new permissions in the Resource Center?

    The role is missing the Performance tab to access interaction, would this be it?

    Prerequisites
    • Analytics > Tab Configurations > View permission
    • Analytics > Tab Configurations > Edit permission
    • Analytics > Tab Configurations > Delete permission
    • Analytics > View Configurations > View permission
    • Analytics > View Configurations > Edit permission



    ------------------------------
    Qan T

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    Original Message


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