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.

WWE has to implement the support of 

permissions.routing-point.exclude

permissions.routing-point.restrict

permissions.interaction-queue.exclude

permissions.interaction-queue.restrict

permissions.skill.exclude

permissions.skill.restrict

Team communicator Team Communicator search will return the internal targets for which the agent's division has read access.

Internal Targets Agent Agent Group Skill Routing point Interaction Queue External Targets Contact - Team Communicator contact search will return contacts from agent's division and also from shared space.

Searching for Agent Group Consider an agent is selected 'Agent Group' in the Team communicator filter.

The agent is part of DivisionA While searching Agent group in Team Communicator with query '*' Team communicator will give list of Agent groups for Which DivisionA has read access. To get the internal targets in Team communicator search result, The Agent's division should have read access to the internal targets.

Dialer view An agent can transfer, conference a call with the agents(Routing Points) for which agent's division has read access.

Agents

WWE has the 2 following options to reduce the scope of presented for this type of targets:

teamcommunicator.permissions.agent.exclude-from-agent-groups

teamcommunicator.permissions.agent.restrict-to-agent-groups

Agent Groups

WWE has the 2 following options to reduce the scope of presented for this type of targets:

permissions.agent-group.exclude

permissions.agent-group.restrict

Routing Points

WWE doesn't have options to manage the scope for this type of target. WWE should introduce options similar to agent groups.

The end point "/workspace/v3/targets" provides parameters to exclude/restict search result only according to agent groups.

Not according to routing points, interaction queues nor skills.

(see https://jira.genesys.com/browse/GAPI-26753)

Interaction Queues

WWE doesn't have options to manage the scope for this type of target. WWE should introduce options similar to agent groups.

The end point "/workspace/v3/targets" provides parameters to exclude/restict search result only according to agent groups.

Not according to routing points, interaction queues nor skills.

(see https://jira.genesys.com/browse/GAPI-26753)

Skills

WWE doesn't have options to manage the scope for this type of target. WWE should introduce options similar to agent groups.

The end point "/workspace/v3/targets" provides parameters to exclude/restict search result only according to agent groups.

Not according to routing points, interaction queues nor skills.

(see https://jira.genesys.com/browse/GAPI-26753)

Contacts

WWE allows to specify the list of favorites based on the following option:

teamcommunicator.corporate-favorites

Like most of WWE options, this options can be set at all levels(application, agent group, agent).

Favorites

The list of presented favorites can be managed at different levels;

Cluster

Agent Groups

Agents

If there is an set an agent group representing a division, the option teamcommunicator.corporate-favorites must be set on it

Microsoft Teams

Filtering the search Some options have been created, allowing the Search for Teams users to be restricted, based on Azure AD group membership and/or Azure AD profile attributes.

teamcommunicator.permissions.ms-teams.restrict-to-ad-group-id With this option could be specified in what group of users should be made search. This info contains in Azure Active Directory → Groups → Group Overview, field "Object Id"

For example, if search should be done in group with Object Id = "1925b245-c54f-4165-f16d1b12658a", as on screenshot, value in configuration should be

"teamcommunicator.permissions.ms-teams.restrict-to-ad-group-id" = "1925b245-c54f-4165-f16d1b12658a" If this option in configuration is empty or doesn't exist, search will be done in all users contains in Azure Active Directory.

Supervisor

My Agents view

===Interactions Queues