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  • 1.  Access to Interaction Details for specific Channels

    Posted 03-04-2021 09:39
    No replies, thread closed.

    Hi All,

    I recently stumbled upon a problem regarding Interaction Details. 
    To give you a brief overview about the scenario:

    Agents work on Emails and Calls and it often happens that a customer calls in and refers to the content of an email he sent a few days ago.

    I now want to give the agent access to the email history (and specifically the content of previous mails) but without granting them access to voice interaction details. 

    From what I've known the following rules are needed to access interaction details:

    • Analytics > Conversation Detail > View 
    • Conversation > Communication > View 
    • Recording > Recording > View

    But there is no limitation on different channels. 

    However, is there a workaround to only grant them access to Email interactions (maybe with Divisions?)

    Best Regards
    Florian


    #Ask Me Anything (AMA)
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Florian Pickert
    T-Systems Multimedia Solutions GmbH
    ------------------------------


  • 2.  RE: Access to Interaction Details for specific Channels

    Posted 03-04-2021 09:48
    No replies, thread closed.
    You are correct for the visibility.  You might look at what the new Journey Map stuff gives you.  Check out the latest roadmap for a picture of what it looks like.  It uses External Contacts to keep track of individuals.  Also, as you surmised, you could put a queue and those agents into their own division and then route emails to that queue.  Then give the agents access to only that division's queue.

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

    Original Message


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