Screen recording, evaluations, and surveys permissions change


Announced on Takes effect 
May 6, 2020 June 24, 2020

To support support more flexible configurations around screen recording, evaluations, and surveys, PureCloud added permissions for agents using Workforce Engagement Management. For these capabilities, an agent must be assigned a permission to participate in the desired function. The following permissions will be used:

Permission required
quality > survey > participate
quality > evaluation > participate
recording > screenRecording > participate

PureCloud will automatically add these permissions to any role that contains the permission Routing > Agent > OnQueue.

After the change, organization administrators may choose to remove permissions for various functions from their agents, depending on their organization’s needs.

FAQs

Am I affected?

If you use screen recording, evaluations, and surveys, 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 for each capability in which they are expected to participate.

What if I need help or have questions?

Contact My Support.