CME security settings

[Tambo]

Hi,

I have done the security settings to allow certain users certain types of access in CME folders (read only, no access etc) but the business now want to allow Managers to amend the skill levels of their agents. This I can do but I dont want them to add or delete skills as this interferes with a skills matrix that we drop in every morning.

Is there a way to allow this type of access as I've tried every setting in the permissions tab and this just wont work

cheers

Tambo 

[Steve]

Do not grant Create or Delete on skills to this group of users.

You will have to make sure that these managers are not member of any other access group that has Create or Delete permissions on the skills.

[Tambo]

Thats the thing they dont have create or delete permissions, they only have read, change and execute.

But this allows them to change skill levels which i want but also to add or delete skills that i dont.

[Steve]

When you say you don't want then to be able to add and remove skills do you mean from CME or from agents?

If you mean CME then not giving them create and delete on skills will work.

If you mean you don't want them to be able to add or remove skills from agents, I can't see how you can. You would need to give the managers access group Read on the skills and change on the persons (agents). They would need change to be able to set skill levels, unfortunatly this would allow them to make any changes that they wanted to.

[tony]

I spotted something like this for someone working on our Platform, just this morning...

Please make sure that your Users have not been [i]automatically [/i] added into the Administrators Access Group...  Check one of them and go to > Depedancies.  That will show you all of the Groups they belong to...

TT

[Steve]

We get it all the time as we run Genesys as a managed service. The customer can use a skill to switch agents between inbound and outbound but they cannot make any changes to the service line skills or their levels (we charge for these changes).

When they open an agents properties in CME they see the switching skill but all the other skills and the ACD login are shown as "Inaccesible Object" because the users do not have read permissions on the other skills or logins.

However there is nothing to stop them deleting the switching skill from an agent or indeed adding it to an agent.

[Tambo]

thanks guys

I just dont know now if it's better to give them tha access to change or tell them NO!

[tony]

Alternatively; use the Platform SDK to create a bespoke tool to constrain their access to amend Skills only...

TT

[Tambo]

oh tell me more........what is this SDK tool?

[Tambo]

thanks Tony definately worth a look

Tambo