Here is another inter-division control issue. A test showed that after a queue is moved from the Home division to a new division, a user from the Home division can still transfer calls to the queue that was moved.
In Transfer, the search box allows Name, Number or
Queue.
A Home division user receives a call from a queue that only exists in the Home division. Then the user clicks Transfer and begins typing in the search box. Queue names from a different division also appear in the list and can be selected. After selecting a queue name from a different division, call transfer actually works. In our case, we didn't expect this, and it defies the reason why we moved a certain queue away from the Home division.
I could be missing something, but it appears inter-divisional restrictions need to be better defined or controlled.
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Kun Jin Rhee
LifeCare Assurance Company
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Original Message:
Sent: 10-27-2021 22:16
From: Robert Wakefield-Carl
Subject: Queue Activity Details not respecting division control
We have setup divisions with queue and users in them. When I go to Queue Performance or Agents, I see only that queue/agents, but when I click Queue Activity and then into that queue, I can see ALL agents assigned to that queue and not just the ones in that division. Has anyone else tried this? How would you limit visibility in the Queue Activities detail page to only those agents in your division?
#Reporting/Analytics
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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