About people and permissions

AI-generated summary

Genesys Cloud provides comprehensive people and permissions management capabilities that enable administrators to organize users, control access, and automate user assignments across organizations. The platform supports adding users individually or through bulk CSV import, editing profiles, assigning roles and permissions, managing phone assignments, and tracking agent attrition through user lifecycle management features including inactive status configuration, password resets, and MFA device management. The roles and permissions system allows creation of customized role sets with granular permission controls for tasks such as group creation, integration setup, and contact center supervision. Administrators can assign roles and divisions to users, automatically backfill roles with new permissions, and identify unused roles to optimize access management. Divisions provide organizational structure for separating and grouping configuration objects, with the ability to assign roles to divisions, manage access to specific resources including outbound dialing objects, and move objects between divisions. Access Policies implement Attribute-Based Access Control (ABAC) for additional granularity, supporting policy creation from scratch or using predefined templates with options to view, edit, enable, and delete policies while managing restricted field values. User Rules automate user, group, and learning module associations based on configurable inclusion or exclusion criteria, reducing manual administrative effort through systematic auto-assignment logic evaluated during user provisioning. The Rule Management page provides a centralized interface for administrators to view, configure, and maintain these automated assignment rules. Authorized Organizations functionality enables pairing between Genesys Cloud organizations to manage cross-organization user and group access. The platform provides centralized administration through dedicated management pages for viewing, configuring, and maintaining automated assignment rules and user lifecycle management throughout onboarding, updates, and access control phases. Additional capabilities include checking user permissions, assigning roles to groups, and managing external organizations, contacts, relationships, and notes.

Learn how to add people to your organization, edit profiles, assign roles and permissions, manage pairings between organizations, and use divisions to separate and group configuration objects. Permissions allow users to do various tasks, such as create groups, set up integrations, and supervise contact center activity.

People

Manage how users are set up and maintained across the organization. Define access, assign roles and responsibilities, and ensure accounts remain aligned with business needs, security requirements, and system configuration throughout the user lifecycle, including onboarding, updates, and access control.

Overview of the People page

Add and set up people

View and manage people

Manage access and lifecycle

Roles and permissions

Add or remove permissions for people in the organization. Create roles for assigning customized sets of permissions.

Authorized organizations

Manage the pairing between two Genesys Cloud organizations. Manage authorized users and groups. See organizations that you can work in, and see who can work in your organization.

About authorized organizations

Divisions

Understand the concept of divisions, and learn how to create and configure a division. Assign roles to divisions, assign roles to groups, assign people to roles, etc.

Access Policies

Manage Attribute-based access control (ABAC) policies, also known as Access Policies, that provide additional access control granularity for users. Learn to create access policies from scratch and by using policy templates.

Users Rules

Users rules define the logic that automatically associates users, groups, or learning modules based on specific inclusion or exclusion criteria. Each rule consists of configurable conditions that the system evaluates during auto-assignment, helping administrators streamline user management and reduce manual effort. The Rule Management page provides a centralized workspace where administrators can view, configure, and maintain rules.

Work with Manage users rules

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