About people and permissions

AI-generated summary

Genesys Cloud provides comprehensive people and permissions management capabilities for organizing users, controlling access, and managing system configuration across the enterprise. The platform enables administrators to manage the complete user lifecycle through onboarding, profile editing, role assignment, and access control. Key people management features include adding and bulk uploading users, editing user configurations, resetting passwords and MFA devices, managing user status, and removing users from the organization. Access management includes assigning roles, divisions, licenses, and add-ons; configuring user skills and queue assignments; and controlling auto-answer settings for agents. The roles and permissions system allows creation of customized role sets with granular permission controls, including the ability to automatically backfill roles with new permissions and identify unused roles. Divisions provide organizational separation and grouping of configuration objects, enabling role assignment at the division level and access control for outbound dialing objects. Authorized organizations functionality manages pairings between multiple Genesys Cloud organizations, controlling which users and groups can work across organizational boundaries. Access Policies implement Attribute-based Access Control (ABAC) for additional granularity, with capabilities to create policies from scratch or using templates, view, edit, enable, and delete policies. Users Rules automate user association with groups or learning modules based on configurable inclusion or exclusion criteria, reducing manual administrative effort during auto-assignment processes. The platform includes a Rule Management page that functions as a centralized administrative workspace for viewing, configuring, and maintaining rules, with dedicated sections supporting rule configuration and ongoing maintenance operations. Integrated feedback mechanisms allow users to report on content accuracy, clarity, and usefulness, with options to specify user roles including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support. Related administrative capabilities encompass user management, organization activation, group administration, access control configuration, password requirements, license management, external organization and contact management, division and relationship handling, organization settings, permission conditions, and attribute-based access control functionality.

Learn how to add people to your organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions allow users to do various tasks, such as create groups, set up integrations, and supervise contact center activity.

People

Manage how users are set up and maintained across the organization. Define access, assign roles and responsibilities, and ensure accounts remain aligned with business needs, security requirements, and system configuration throughout the user lifecycle, including onboarding, updates, and access control.

Overview of the People page

Add and set up people

View and manage people

Manage access and lifecycle

Roles and permissions

Add or remove permissions for people in the organization. Create roles for assigning customized sets of permissions.

Authorized organizations

Manage the pairing between two Genesys Cloud organizations. Manage authorized users and groups. See organizations that you can work in, and see who can work in your organization.

About authorized organizations

Divisions

Understand the concept of divisions, and learn how to create and configure a division. Assign roles to divisions, assign roles to groups, assign people to roles, etc.

Access Policies

Manage Attribute-based access control (ABAC) policies, also known as Access Policies, that provide additional access control granularity for users. Learn to create access policies from scratch and by using policy templates.

Users Rules

Users rules define the logic that automatically associates users, groups, or learning modules based on specific inclusion or exclusion criteria. Each rule consists of configurable conditions that the system evaluates during auto-assignment, helping administrators streamline user management and reduce manual effort. The Rule Management page provides a centralized workspace where administrators can view, configure, and maintain rules.

Work with Manage users rules

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