Genesys Cloud - Main

Hello!  I saw a few other discussions about this topic, but they did not have solutions mentioned, so I figured I'd post again.

My Supervisors, when looking in Interactions and Agent Evaluations, are seeing REDACTED for all evaluations.  I added Quality Evaluator role, no change.  I added Quality Administrator role and only then were they able to see the evaluations.

Any suggestions on what role modifications I need to make the Supervisor role without giving them QAdmin?  Or is there a configuration that needs to be changed elsewhere?

Appreciate the help!

Hello Chris, 

If the org setting for  Security & Compliance > Sensitive Data Redaction for Payment Cards, or Sensitive Data Redaction for Personal is enabled, the user needs to have the permission Recording > Recording > ViewSensitiveData. (https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/)

Please check those setting if they are enabled and if the user has the necessary permission.

Hope this helps!

Hello!  I saw a few other discussions about this topic, but they did not have solutions mentioned, so I figured I'd post again.

My Supervisors, when looking in Interactions and Agent Evaluations, are seeing REDACTED for all evaluations.  I added Quality Evaluator role, no change.  I added Quality Administrator role and only then were they able to see the evaluations.

Any suggestions on what role modifications I need to make the Supervisor role without giving them QAdmin?  Or is there a configuration that needs to be changed elsewhere?

Appreciate the help!

Hi Cam!

Thanks for the quick reply.  I added the permission listed and had the user log out and back in... they're still showing redacted.  I may turn the sensitive data redaction off and try again, but wanted to see if you had any other suggestions for permissions to grant?  The default Quality Administrator role does not have the ViewSensitiveData permission enabled by default, but adding that role allows the Supervisor to see the evaluations.  But none of the permissions in the Quality Administrator role jump out at me as the culprit.

Chris

Hello Chris, 

If the org setting for  Security & Compliance > Sensitive Data Redaction for Payment Cards, or Sensitive Data Redaction for Personal is enabled, the user needs to have the permission Recording > Recording > ViewSensitiveData. (https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/)

Please check those setting if they are enabled and if the user has the necessary permission.

Hope this helps!

Hello!  I saw a few other discussions about this topic, but they did not have solutions mentioned, so I figured I'd post again.

My Supervisors, when looking in Interactions and Agent Evaluations, are seeing REDACTED for all evaluations.  I added Quality Evaluator role, no change.  I added Quality Administrator role and only then were they able to see the evaluations.

Any suggestions on what role modifications I need to make the Supervisor role without giving them QAdmin?  Or is there a configuration that needs to be changed elsewhere?

Appreciate the help!

Hey Chris, 

I don't but I did find this thread with tons of other ideas?

https://community.genesys.com/discussion/call-evaluations-not-showing-and-saying-redacted

Cheers, 

Hi Cam!

Thanks for the quick reply.  I added the permission listed and had the user log out and back in... they're still showing redacted.  I may turn the sensitive data redaction off and try again, but wanted to see if you had any other suggestions for permissions to grant?  The default Quality Administrator role does not have the ViewSensitiveData permission enabled by default, but adding that role allows the Supervisor to see the evaluations.  But none of the permissions in the Quality Administrator role jump out at me as the culprit.

Chris

Hello Chris, 

If the org setting for  Security & Compliance > Sensitive Data Redaction for Payment Cards, or Sensitive Data Redaction for Personal is enabled, the user needs to have the permission Recording > Recording > ViewSensitiveData. (https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/)

Please check those setting if they are enabled and if the user has the necessary permission.

Hope this helps!

Hello!  I saw a few other discussions about this topic, but they did not have solutions mentioned, so I figured I'd post again.

My Supervisors, when looking in Interactions and Agent Evaluations, are seeing REDACTED for all evaluations.  I added Quality Evaluator role, no change.  I added Quality Administrator role and only then were they able to see the evaluations.

Any suggestions on what role modifications I need to make the Supervisor role without giving them QAdmin?  Or is there a configuration that needs to be changed elsewhere?

Appreciate the help!