Many customers manage and maintain security roles through groups rather than assigning roles directly to individual users. However, at the moment, setting security roles for Omnichannel and experience profiles does not work via groups. When a role is granted to a user through a group, the system for some reason does not recognize the roles assigned to the user. As a result, the user cannot be placed in the workflow queue for handling calls, and the experience profile settings are not reflected in the user’s Workspace application.

To keep permission role management as straightforward and consistent as possible across the entire system, security roles should also be assignable to users via groups for Omnichannel and experience profiles.