Understanding User Profiles, Roles, Permissions, and Access Control in Genesis Cloud

hey there welcome to module 3. in this course we will cover user profiles roles permissions and access control let's

jump in this module we will help guide you through user profiles learn about user

permissions and cover the different rules as well as Access Control if you are keeping track this module

will cover some of the people in permissions section as well as the directory section

complete profiles show users contact information relationships location groups education skills and more profile

data becomes keywords for advanced searches and parameters for creating groups

add a profile picture that others can see when they view your profile or contact card and during a chat or call

set your contact options so others know how to contact you choose primary contacts so that calls and email

messages go to your specify number or address when others click your contact buttons

add sections to your profile and add more information to your profile add your location so others know your

location and your office location add tags to your profile and help others find you by your skills and experience

search by profile tag to find everyone in your organization with the same skill or certification

create a group to associate users who have common traits like a skill a manager or a project

add people to your favorites list by clicking the favorite icon access card and hierarchy tree views of

a person's relationships in your company's reporting structure although each user will have to do the

following items and an administrator is unable to do this for the user it is nice to have an understanding should

they need assistance adding work related information to your profile to help your co-workers find you

using advanced search add work related information to your profile click your profile picture in the sidebar and then

click the larger profile picture you can also access your profile from the contact card that appears anywhere you

see your profile picture to change the information in a section in edit mode in the section you want to

change click edit to make it more personal in edit mode you can make many changes to your profile

you can add a profile picture that others can see when they view your profile or contact card and during a

chat or call set your contact options so others know how to contact you

you can choose primary contacts so that calls and email messages go to your specified number or address when others

click your contact buttons you can also add sections to your profile and add more information to your

profile adding tags to your profile can help others find you by your skills and

experience after locations have been added to your Genesis Cloud org adding your location

allows others to know your location and your office location in order to edit the profile fields that

a user has access to you will need to go within the directory section and go to profile fields from here you can add new

sections for the user profiles right below that is the area that shows all sections and user profiles to see

the fields in a section click its name in this list you have the ability to reorder the sections as well as edit

where you can configure the name and instruction test for the sections on the right side the add field button

opens the add field page to add a field to a profile section below that is the area where you are able to edit labels

for all applicable languages keep in mind there are several different ways to configure user profiles in our

Hands-On exercise we will go through basic situations but always be sure to follow your organization's best

practices each role in Genesis Cloud contains one or more permissions the permissions

allow users with that role to do various tasks such as create groups set up Integrations and supervise contact

center activity user management is a critical aspect of maintaining a secure and organized system for any

organization that deals with user data let's review the out-of-the-box roles first we will go over the lab the role

column has the name of the roles default roles cannot be renamed but custom roles you create can

under role type you will see whether it is a custom or default rule the description column has a brief

description of what the role is the license column lets you know what the required minimum license that is

needed to use that role finally under actions clicking on the three vertical dots will get you to

editing changing the membership copying or deleting the role now that we have that out of the way let's go through the

default roles the admin role has permissions to make any changes to a Genesis Cloud

organization this role is automatically assigned to whoever sets up the organization this person is responsible

for inviting others to a Genesis Cloud organization and for assigning rules to invitees

the AI agent role has permissions for alerting analytics and Bot flow analytics which provides the agent

access to the AI services the communicate admin role has permissions to make changes to alerting

the user interface agent details and conversations and queries the admin role is specific to the Genesis communicate

product the communicate user role allows a user with this role access to alerting the

user interface agent and conversation details as well as reported this role enables the user to place calls

the developer role is responsible for creating applications that use the Genesis Cloud API or integration

capabilities as well as creating the call flows that will route the caller through the Genesis Cloud experience

the employee role in Genesis cloud has the lowest level of permissions and is automatically assigned to all users when

they are added to an organization this role cannot be removed from an organization to Grant additional

permissions an administrator must assign additional roles to the user the Genesis Cloud voice admin role

enables the user to purchase numbers and view the number inventory the integration server role allows

Bridge connectors to communicate with Genesis cloud the master admin role adds on contact

center administrative rights it is an expansion of the admin role which has permissions to make any changes to a

Genesis Cloud organization the outbound admin role defines and manages contact lists contactable times

do not call lists campaigns campaign sequences wrap-up code mappings call analysis response rule sets and

organization-wide campaign settings the outbound agent rule gives the user the ability to perform outbound Dialing

for campaigns the people admin role gives a user the ability to create manage and delete

users as well as Grant those users permissions and roles the planner admin role allows the user

to determine the number of agents and Associated skills needed for proper Staffing and a plan work schedules to

ensure that staff is in place at the proper times throughout the day and week to meet performance objectives managing

employee time and adherence to ensure that staff is in place at the right times to meet the performance objectives

it also allows for monitoring and analyzing to make adjustments to ensure the team meets objectives in real time

and improve planning efforts the quality administrator roll oversees quality operations in the contact center this

role has permissions to manage encryption Keys quality policies and evaluation forms and create and modify

evaluations calibrations recordings and annotations the quality evaluator role gives the

user permissions and access to be assigned and to complete quality management evaluations and calibration

evaluations the skim integration role grants the necessary permissions to use the skim

API endpoints the script designer role enables users to create scripts manage existing

scripts make scripts available for use by publishing them and manage published Scripts

the supervisor role grants the user permissions to Monitor and manage their team agents assigned to cues can

responses after call work and wrap-up codes the telephony admin role allows the use

of the setup stations extension pools and sites The Trusted external user role is the

minimum role needing assigned to an external user who has access to your organization

the user role is a role that needs to be added to anyone in an organization that is an agent and will be in an acdq

the wall board user role is minimal permissions to display a wall board most commonly this rule is used to display

real-time statistics although we covered all of the default rules that get added when a Genesis

Cloud organization gets created you may find that there is a permission needed for a particular role that currently

exists best practices are to never add or remove permissions from the default rules for example if you want to roll

like the admin role but needed to remove or add a permission you would click on the three vertical dots on the line of

admin a box pops up where you will select copy role you will then be redirected to another

page to configure the new role in the new page be sure to give it a name and description that clearly states what

this role will accomplish to avoid confusion toggling to the permissions tab allows

you to remove or add permissions as you are adding permissions you can show assigned permissions in order to

review what has been assigned to this role within the people and permissions section Access Control provides access

control to administrators with the ability to create separate units or divisions in which to divide and

categorize resources or objects administrators can then selectively Grant users access to the set of objects

this access includes permission to view add edit and delete objects Access Control also tags data that Genesis

Cloud considers a transaction to the divisions it encounters as it travels through the system

organizational separation is helpful for organizations that have multiple business units or business units in

different physical locations divisions ensure that these business units generally operate independently from

other areas but continue to reside under the primary organization you can move certain objects into a division and then

specify which users can view or manage the objects in that division managers administrators and other defined roles

can only access objects in the divisions to which they are granted permission it is important to consider that divisions

do not provide complete separation for example some objects are not eligible for inclusion in a division and

divisions share some resources such as edges if you need a separate business unit for regulatory requirements or

sensitive data purposes best practice recommends that you create separate organizations in Genesis cloud

to recap this module guided you through user profiles and how to edit and create profile containers we also reviewed the

different default rules as well as how to set up a custom role thank you for completing module 3. in module 4 we will

discuss contact center management see you there