Genesys Cloud
ACD routing permissions change

Announced on Effective date
2020-02-19 2020-04-18

To support more flexible configurations, Genesys Cloud added permission requirements for interaction routing. To be considered for routing, an agent must be assigned a permission corresponding to the interaction’s media type. The following permissions will be used:

Media type Permission required
Voice Conversation > Call > Accept
Email Conversation > Email > Accept
Webchat Conversation > Webchat > Accept
Messaging / SMS Conversation > Message > Accept
Callback Conversation > Callback > Accept

Before making this change, Genesys Cloud will automatically add these permissions to any role that contains the permission Routing > Agent > OnQueue. This change ensures that agents will not lose the ability to receive interactions. After the change, organization administrators may choose to remove permissions for various media types from their agents, depending on their organization’s needs.


Am I affected?

If you use ACD routing, you will be affected. However, Genesys is taking steps to ensure that agents do not lose their current abilities.

How can I prepare for this change?

No action is required prior to this change. After the release, make sure that your agent roles have the appropriate permissions to for each media type they are expected to handle.

What if I need help or have questions?

Contact My Support.