FAQs: Access control

You cannot bulk export, archive or delete specific call recording segments instead of full recordings.

Call recording segments are generated temporarily by Genesys Cloud per playback demand, and do not exist long-term.   You can only manage the lifecycle of full recordings (for example, when they are archived or deleted).  

Bulk recording export to an S3 integration does not support exporting at the recording segment level.  Specifically, on the recording bulk job API, it does not recognize if the requesting user has the Recording > RecordingSegment > View permission, nor does it attempt to generate/export recording segments.  Only complete recordings are exported. 

You can view user and queue information in certain views, regardless of division restrictions. Access control does not limit transfer targets. An agent or supervisor can search for and view any individual or queue, regardless of division, to transfer an interaction. For example, you can view any user or queue data in the Agent Transfer view. For information about how to limit viewing access, contact your administrator or see Manage access to individuals based on division membership.

A user can be a configuration object within a division. However, an administrator can also grant a user permission to access a division. It is important to note that moving a user into a division does not give that user access to the data within the division. The user’s data, such as profile information, is part of the division, and users who have the appropriate division permission assigned can access that data. 

For example, an administrator moves Danny Cho into the Raleigh division, but Danny Cho does not have permission to manage objects in the Raleigh division. He cannot access any configuration object within the Raleigh division; he cannot edit a queue, add a campaign, or delete a call flow.

However, any user with the add, edit, view, or delete permissions to access users in the Raleigh division can modify Danny Cho’s user data.

You may not have appropriate permission to access certain divisions. From an admin perspective, objects outside these divisions are not accessible.

You may have lost access to the objects you select for the report. Ensure that you have appropriate access to the division and that you set up report parameters properly.

Make sure that you have access to the appropriate division in order to look up an individual or queue, to transfer a conversation.

Depending on access vontrols, metrics between two supervisors in a single division in this view, or any other performance views, might differ. For more information, see FAQs: Access control.

When a supervisor has access to the Queue Activity view, they see all users in that queue even if the user belongs to a different division. Although the supervisor cannot open details for users in a different division, the users’ queue membership, presence, and conversation details appear in the Queue Activity view.

If you are unable to move an object into a division, confirm that you have permission to edit that type of object in:

• The division in which the object currently belongs.
• The division into which you want to move the object.