Thank you so much Jay! This is a great resource. Everyone has been very helpful with this, I truly appreciate it!!
Original Message:
Sent: 05-20-2022 06:55
From: Jay Langsford
Subject: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud
The following is also a good place for a quick overview of all WFM permissions: https://help.mypurecloud.com/articles/about-workforce-management-roles-and-permissions/
Granting someone in an agent role admin/sup permissions is going to have undesired consequences. As Paul mentioned, the better thing to do is to offer a team view (with further restrictions for privacy concerns).
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Jay Langsford
VP, R&D
Original Message:
Sent: 05-19-2022 12:57
From: Jon Baldwin
Subject: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud
This is great Brad! Thank you so much!!
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Jon Baldwin
Keyword Connects
Original Message:
Sent: 05-19-2022 10:48
From: Brad Goff
Subject: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud
Hi Jon,
If you do not want Agents to see other agents schedules you will need to uncheck the Bold permissions below; but they shouldn't have any of these:
Workforce Management Published Schedule All Permissions
Workforce Management Published Schedule View
Workforce Management Schedule All Permissions
Workforce Management Schedule Add
Workforce Management Schedule Delete
Workforce Management Schedule Edit
Workforce Management Schedule Generate
Workforce Management Schedule View
You also mentioned Exceptions and Notes; are you referring to adherence exceptions and time off notes on the schedule view? If so removing the views above will resolve it. If they have access to Real-Time Adherence and or Time Off Request you may want to remove these permissions as well.
Workforce Management Real-Time Adherence All Permissions
Workforce Management Real-Time Adherence View
Workforce Management Time Off Request All Permissions
Workforce Management Time Off Request View
Agents should have:
Workforce Management Agent Schedule View
Workforce Management Agent Time Off Request Submit
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Brad Goff
Palo Alto Networks, Inc.
Original Message:
Sent: 05-18-2022 08:50
From: Jon Baldwin
Subject: Restricting Agents from seeing other agents' schedules and notes in Genesys Cloud
I've searched in several places and I cannot figure out how to restrict access for agent-level team members from seeing another agent-level team member's schedule, schedule exceptions and notes. Hopefully there is someone who knows which roles/permissions I should modify to attain this. Thanks in advance for your assistance.
#PlatformAdministration
#Unsure/Other
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Jon Baldwin
Keyword Connects
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