Solution setup
Language
The Email Center language is automatically selected for each agent, depending on the language selected in Genesys Cloud. It is not necessary to specify the language in Email Center, as it will use the same language as in your Genesys Cloud screen.
Note: If Email Center is not translated into your language, the application texts will be displayed in English. If you wish you can contact us at emailmanager@qwi-ti.com to improve your experience.
Permissions
Email Center uses 2 different permissions for licensing and security control. Agents should only have one of the following permissions assigned to them, depending on the permissions you wish to have:
Agent permission
Agent type users are allowed to perform any action they are allowed to perform in the Genesys Cloud organization. For security reasons, the option to view Spam emails is disabled.
Advanced Agent permission
Supervisor type users have all the agent permissions. They can also view Spam emails. It is important to remember that some emails may contain viruses, so you should open the attachments carefully.
Additional permissions required
The Email Center functionality is based on Genesys Cloud methods, so for it to work properly the agents must have permissions to perform all the necessary actions.Therefore, you must ensure that the agents and advanced agents have the following permissions assigned in one of their roles:
- routing:queue:view
- routing:wrapupCode:view
- analytics:queueObservation:view
- analytics:conversationDetail:view
- conversation:communication:All Permissions
- conversation:participant:wrapup
- ui:agentDashboardEvaluations:view
- conversation:email:assign
- conversation:email:pull