GSD Emails Segragation

[raza990]

Dear Guys,

Need you advice on achieving below thing if possible.

[u][b]Current Scenario[/b][/u]
Customer have 2 departments which have different queues and different email mailbox for Genesys email solution. But using same Genesys and GSD. Currently, Supervisor from Depart1 and Depart2 can login GSD and can see all interactions under "All Interactions".

[u][b]Demanding Scenario[/b][/u]
Customer want that Supervisor can only see their own department emails on GSD under "All Interactions".

How can we achieve this ? Database manipulation will help or GSD customization or anything else.

Would appreciate your kind support.

[cavagnaro]

I can think at least two ways.
1. Create for each business it's own queues. So on IRD you create a segmentation according to each mailbox. Check URS and business model documentation.
2. Create another IWS instance for each supervisor and then create those views but with some filter like an interaction property. You can create a new custom attribute on a new db column and filter it for each IWS/WDE instance

[Kubig]

I am affraid, that he talked about GSD (Genesys Supervisor Desktop) which as I know does not allow explicit definition of listed queues and objects for tab "All interactions". Of course, you can made your own filtered lists and set them to the specific person to see only what they want to see, but there still will be the choice to list all interactions by default.  So, you can choose from two possible ways:

1. Change the product from GSD to WDE (best approach)
2. Develop customization which will forced GSD to wanted behaviour - without good developer with deep Genesys knowledge this will spent many many times and money on that

[cavagnaro]

Hummm is someone still using that? 

[raza990]

@Cavangaro
Yes, We are still using it  Project implemented years ago and they are happy with GSD so thats why we are still with GSD.

@Kubig
Filters is the most easiest way but Supervisor have an option to see other department emails. So that would not a good option.And moving with WDE wont be also a good option as we have a customized Genesys Desktop so it would be very difficult for us to move with WDE.

The way I think is to put logic in routing where strategy match mailbox or domain name and if it matches then department flag will attach and futher it will insert that flag in UCS/IXN Database against interaction record. Then need to customized GSD by hard coding the flag but it requires customization on every place where generic queues are present.And also will require 2 instance of GSD.

So of course the above way is failed 

Would appreciate if someone have a solution in mind.

[cavagnaro]

What about another GSD server?