Genesys Cloud
Enhanced control for external contacts and organizations by division
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-01-06 | - | Aha! link |
In a future release, Genesys Cloud will enable division-level access control for external contacts and external organizations. This feature allows administrators to assign specific divisions to external contacts and organizations, restricting access based on business units, customer groups, outsourcers, or other entities. Previously, external contacts and organizations were visible and actionable to all users with the necessary permissions, regardless of division.
With the introduction of divisible external contacts and external organizations, administrators will gain a new configuration page in the administrative UI to manage these assignments. While minor updates will be visible in the administrative and agent UIs, changes in the agent experience will only occur if divisions are assigned to external contacts and organizations. For customers who do not use divisions for access control, the agent experience will remain unchanged.
This enhancement provides greater flexibility and security by ensuring users only see and interact with the contacts and organizations relevant to their assigned divisions.
The following sections provide an example of the new UI.
The Email gadget will now include a new division label along with the existing UI. The division label will only appear when the customer configures Genesys Cloud to use divisions for external contacts.
