Documentation:HTCC:IWWDep:SettingUpDivisions:9.0.0DRAFT

Setting Up Agent Workspace for Divisions

Overview

Genesys supports the separation of contact centers into divisions or lines of business. Some organizations divide the company across different business units, lines of business, countries, office locations, and so on. Genesys calls these different organizational groups divisions. Agents can be assigned to handle interactions for one or more divisions.

Divisions enable your organization to separate contact data so that it can only be accessed by agents belonging to the associated division. In organizations that do not employ divisions, the organization's contact data is accessible by all agents.

The following are examples of the types of contact center objects that can be isolated in a division:

• Agents
• Agent Groups
• Interaction Queues
• Real-time and historical reports
• Contact Directory information
• Contact History information
• Skills
• Interactions
• Interaction recordings
• Workforce Management data
• Outbound campaign data
• Personally Identifiable Information rules

In organizations that use divisions, agents in the same division are all a part of the same access group. If an agent or supervisor is in a division, their access to the organization is restricted to what is available to their division.

<HERE> WWE WWE users should have their view and actions restricted based on the Division Access Group (Partition) they are in as well as based on the interaction GRECORD_PARTITIONS/G_DIVISIONS value(s). This would apply to all of the following:

address book - based on the interaction being processed at the time. Statistics - based on agent's static access permissions (access group(s) assigned) case and toast data - based on the interaction being processed at the time. Contacts and contact history - need to get the Division (access group) IDs associated with the interaction and pass them to UCS on API invocations. If the interaction does not have GRECORD_PARTITIONS/G_DIVISIONS attached data, then use the Division (access group) name(s) associated with the user. When WWE is creating a contact, it must pass the Division associated with the interaction if a Division is not present on the interaction, the Division associated with the agent should be used. standard responses and knowledge - this should be filter based on interactions (GRECORD_PARTITIONS/G_DIVISIONS value) being processed at the time using the UCSX API with Division name(s) or other product APIs. Here is more detail on the design. WWE v3 - Review of ENOPLA-E-206 - Line of Business (LOB) data separation </HERE>

Team Communicator

Team Communicator searches only for internal targets and external contacts that are assigned to an agent's division. If an agent enters information for a contact or an internal target that is not assigned to their division, Team Communicator displays 0 matching Internal Targets and 0 matching Contacts. Agents may only transfer calls, create call conferences, and start consultation calls with internal targets that are in their division.

Supervisor

My Agents view

===Interactions Queues