Announced on Effective date
2021-12-08 2022-04-27

To support more flexible configurations around adherence notifications, Genesys Cloud added a permission for agents using Genesys workforce management. For these capabilities, an agent must be assigned a permission to receive notifications. The following permission will be used:

Permission required
Workforce Management > Agent Adherence > Notify

Genesys Cloud will automatically add these permissions to any role that contains the permission Workforce Management > Agent Schedule > View.

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


Am I affected?

If you use receive adherence notifications, 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.