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What permission gives the agents the rights to view the agent status' on the dashboard? I have gone through the permissions and added or deleted the ones that might take this feature out. We do not want the agents to be able to see for example that Joe Smith has been interacting for 30+ minutes. We just want them to be able to see the total amount of agents that are on queue, or break, etc.
If you are talking about the WFM widget in the Dashboards (wallboard), then no, that is a timer for the agent in any status, including interacting. Permission of View User Status Summary is pretty broad and probably includes both the status and time in status. I don't see a brake down for just the time or status. You can create an idea for that.
try to remove Analytics User Aggregate View. The Aggregates are the metrics. Analytics User Detail View instead should be the actual status.
These are the current permissions for the agents and they still have access to view the status' on the dashboard:
The only way I know to do this is to edit the configuration of the widget. You can uncheck 'show time in status' or 'display as table'. This would obviously affect all users and not just agents, so may not be the solution you are looking for.
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