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Genesys CloudControl directory search by division

Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Aha! idea
2026-03-23 - -

In a future release, Genesys Cloud will allow administrators to restrict user directory searches by division so that users can only find people within the divisions associated with their roles and permissions. With this update, administrators can configure directory search behavior to follow existing division access control policies. When enabled, agents and supervisors can only search for and find users who belong to the divisions they have permission to access.

This change helps organizations maintain consistent access control across the platform and supports customers that rely on divisions to separate teams, business units, or clients.

This feature helps organizations by:

  • Aligning directory search with division access control
    Directory search results follow the same division permissions already defined in roles and access control lists.
  • Improving security in segmented environments
    Users cannot search for or discover people in divisions that they do not have permission to access.
  • Supporting enterprise and BPO operating models
    Organizations that segment users by business unit or customer can prevent cross-division visibility that may cause confusion or violate internal policies.
  • Maintaining flexibility for administrators
    Users who require access across multiple divisions can still search those divisions when administrators grant the appropriate permissions.

This update makes directory search behavior consistent with division-based access policies and helps organizations maintain clearer operational boundaries between teams and business units.