Genesys Cloud - Main

Hello,

How can I remove agents' access to the search bar area? The goal is to prevent them from seeing their colleagues' statuses.

Hello,

How can I remove agents' access to the search bar area? The goal is to prevent them from seeing their colleagues' statuses.

You can limit viewing of some user information with the division, but you can view user and queue information in certain views, regardless of division restrictions. Access control does not limit transfer targets. An agent or supervisor can search for and view any individual or queue, regardless of division, to transfer an interaction. For example, you can view any user or queue data in the Agent Transfer view. For information about how to limit viewing access, contact your administrator or see Manage access to individuals based on division membership.

Hello,

How can I remove agents' access to the search bar area? The goal is to prevent them from seeing their colleagues' statuses.

Even by removing this permission (Directory > User > View) , the agent can still search for their colleague by their first or last name and check their status on Genesys (absent, online, etc.), and this has nothing to do with transfers.

You can limit viewing of some user information with the division, but you can view user and queue information in certain views, regardless of division restrictions. Access control does not limit transfer targets. An agent or supervisor can search for and view any individual or queue, regardless of division, to transfer an interaction. For example, you can view any user or queue data in the Agent Transfer view. For information about how to limit viewing access, contact your administrator or see Manage access to individuals based on division membership.

Hello,

How can I remove agents' access to the search bar area? The goal is to prevent them from seeing their colleagues' statuses.

That's a major feature upon which Collaboration within Genesys Cloud is built upon. That's how it started...as a collaboration tool that depends upon users being able to find people in the directory and immediately know their statuses.

That said, if you really want to be able to control it...there is the Ideas Lab

You can submit an enhancement request there. I don't see an existing Idea for that behavior.

Even by removing this permission (Directory > User > View) , the agent can still search for their colleague by their first or last name and check their status on Genesys (absent, online, etc.), and this has nothing to do with transfers.

You can limit viewing of some user information with the division, but you can view user and queue information in certain views, regardless of division restrictions. Access control does not limit transfer targets. An agent or supervisor can search for and view any individual or queue, regardless of division, to transfer an interaction. For example, you can view any user or queue data in the Agent Transfer view. For information about how to limit viewing access, contact your administrator or see Manage access to individuals based on division membership.

Hello,

How can I remove agents' access to the search bar area? The goal is to prevent them from seeing their colleagues' statuses.