Expert Tips
Roles in Genesys Cloud
Roles in Genesys Cloud are used to assign permissions to users. In general, these permissions are additive – a user will gain all the permissions from all the roles to which they are assigned.
There are 2 types of roles:
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Default – packaged with Genesys Cloud
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Custom – created by administrators
Every user that is created is assigned the default employee role that grants them access to Genesys Cloud and basic Collaborate features.
If the permissions assigned by a default role need to be changed, the best practice is to copy the role, modify the new custom role, and assign this role to users.
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Default roles that have been modified can be restored to their original configuration:
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Navigate to Admin > People & Permissions > Roles / Permissions
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Open the role and click the Restore Default Role button (this button will be disabled if it is already in its default configuration)
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Review the number of affected users and the permissions that will be removed or added and click the Restore button
The permissions assigned to a specific user can also be viewed:
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Navigate to Admin > People & Permissions > People and click on a user to open its configuration
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Select the View Permissions tab
Roles can also be assigned and inherited by group membership:
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Navigate to Admin > Directory > Groups
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Click the + Add General Group button
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Enter the Name, Type, and Visibility
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Click Save
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Select the Roles tab, and toggle Enable Roles to On
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Click the Assign Roles button
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Assign the desired combination of roles over the required divisions
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Click Save
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There is also an organizational setting to (optionally) automatically assign new permissions to default roles when new features are released:
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Navigate to Admin > Account Settings > Organization Settings
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Select the Settings tab
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Scroll down to the setting Role Backfill and toggle to On
