FAQs: Access control

Can I bulk export, archive or delete certain call recording segments instead of full recordings?

You cannot bulk export, archive or delete specific call recording segments instead… [More]

Can users access data in the division they belong to?

A user can be a configuration object within a division. However, an… [More]

I cannot move an object into a division

If you are unable to move an object into a division, confirm… [More]

I see a limited number of objects in administrator views

You may not have appropriate permission to access certain divisions. From an… [More]

I see data differences in the Skills Performance views

Depending on Access Controls, metrics between two supervisors in a single division… [More]

My Queue Activity View shows agents outside of my divisions

When a supervisor has access to the Queue Activity view, they see… [More]

My scheduled reports fail to run after configuring access control

You may have lost access to the objects you select for the… [More]

The Agent Transfer view shows all users (or queues) in the system

Make sure that you have access to the appropriate division in order… [More]

Why do I see all user and queues data in divisions to which I don’t belong?

You can view user and queue information in certain views, regardless of… [More]

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.