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  • 1.  Restricting Agents View of Interactions

    Posted 05-17-2021 20:55
    Hi All ...

    I have configured a Role 'Agent Interaction Viewer' with the following permissions:

    • analytics > conversationDetail > View (Query for conversation details)
    • Conversation > Communication > View (View other users' conversations)
    • Recording > Recording > Download (Download a Recording)
    • Recording > Recording > View (View a Recording)
    My goal is to allow an Agent to View and download only their own Interactions (no evaluation permission is required), however with the above permissions they can see *all* Interactions.

    Is there an alternative to the 'Conversation > Communication > View' permission that will restrict their view to their own Interactions?

    Cheers,
    Mal.
    #Reporting/Analytics

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------


  • 2.  RE: Restricting Agents View of Interactions

    Posted 05-19-2021 08:56
    For the role, assign a condition for Current User for the permission of Recording>Recording>View



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Restricting Agents View of Interactions

    Posted 05-19-2021 22:49
    Thanks Robert - much appreciated!

    Will check it out.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------

    Original Message


  • 4.  RE: Restricting Agents View of Interactions

    Posted 05-25-2021 23:48
    Hi Robert -

    I did as you suggested which prevents the Agent listening / downloading a recording belonging to another user.

    However, those recordings are still visible in the Agent view.

    Chers,
    Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------

    Original Message


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