For the AMI access, we utilize the Genesys permissions. This approach maximizes configuration support within a familiar administrative framework, including user roles, group access, and division structure. The complete AMI role matrix, detailing the included permissions, is available in this article. We regularly update it to ensure clarity on the permissions and user access. If you have any feedback, please let us know
As related article, you will find the prepopulated JSON files.
Note. These JSON files included also roadmap permissions
Date: November 2024
Permission matrix is applicable for AMI R3.15.x and above releases.
Questions: ami@cloudoe.nl
AMI R3|standard user role (18 permissions)
| Genesys permissions | Description |
| Analytics > Agent Conversation Detail > View | pop-up for pushed conversation in AMI client |
| Conversation > Participant > Attributes view | AMI tag label. Allowance to select AMI tag label based on pre-defined AMI tags |
| Attributes > Attribute > All Permissions (changed with R3.15) |
AMI notes. Allowance to create, edit and delete |
| Conversation > Communication > View | preview AMI conversations vanuit AMI list |
| Conversation > Communication > Transfer | transfer conversation between (division) queues & and to show queue name in conversation * if divisions are limited, no need to add to this role when part of GC Supervisor role |
| Conversation > Email > Accept | accept email conversation |
| Conversation > Email > Create | create new outbound email conversation in AMI + Clone. |
| Conversation > Email > Pull (see note 1 and note 2) |
reply to conversation by pull from queue & answer button by pushed |
| Conversation > Email > Park | next AMI release 3.16 expected |
| Conversation > Participant > Wrapup | AMI wrapup. Allowance to set wrap-up on conversation |
| Integration > amiPremiumApps > All Permissions | AMI user license requirement |
| Responses > Library > View | access to create and view Canned Response libraries |
| Responses > Response > View | access to view Canned Responses |
| Routing > Queue > View | Show queues by member access |
| Analytics > interactionEvaluationDetails > View | AMI Park. To view the assigned conversation status |
| Analytics > interactionSurveyDetails > View | AMI Park . The allowance to park/unpark for open conversation and dynamicly uplift/downsize of utalization number of the Genesys user |
| Routing > Wrap-up Code > View | view wrap-up code of Genesys |
| Routing > Wrap-up Code > Search | search on wrap-up code of Genesys |
Note 1. conversation email pull: This can be "modified" to provide reply allowance to AMI users only for conversations where being an active queue member*
For this the following needs to be configured: - enable on AMI setting page: ALLOW_REPLY_ONLY_ON_JOINED_QUEUES
* active member on queue = on top of AMI queues marked with green icon
Note 2. IF other users still should be allowed to pull / reply to conversations, the default AMI permission still needs to be configured to user/role: conversation email pull and extra permission needed: Routing Conversation Accept Off-Queue
Additional to AMI R3|standard user role the following add-on role is available
AMI R3|extra user role (6 permissions)
| Genesys permissions | Description |
| Audits > Audit > View | view AMI audit log for the specific interaction |
| Conversation > Participant > Attributes edit | AMI tag label. Allowance to create AMI tag label and available as new pre-defined AMI tags |
| Conversation > Communication > Disconnect (changed with R3.14) | To disconnect conversations on all queues. Without this permission only able to disconnect on membership queues |
| Conversation > Email > Assign | assign conversation from queue to (AMI) user - member of division |
| Conversation > Email > Forward | forward conversation to another email address |
| UI > Supervisor Status Control > View | AMI Quick Action bar. For conversation handling in AMI conversation list + access to conversation resync button |
Additional to AMI R3|standard user role the following add-on role is available
AMI R3|division user role (2 permissions)
| Genesys permissions | Description |
| Conversation > Email > Accept | accept email conversation |
| Routing > Queue > Edit | Show queues by non-member access (aka division aware queue access) |
Additional to AMI R3|standard user role the following add-on role is available
AMI R3|admin user role (2 permissions)
| Genesys permissions | Description |
| Audits > Interaction Details > View (changed with R3.15) | view AMI audit log for the all interactions | for maintaining AMI application settings |
| Conversation > Participant > Attributes edit | AMI tag. Allowance to create |