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  • 1.  Agent Status View for Dashboard

    Posted 08-18-2023 09:18

    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.


    Britney Springer
    Zenith Insurance Company

  • 2.  RE: Agent Status View for Dashboard

    Posted 08-20-2023 17:56

    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.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Agent Status View for Dashboard

    Posted 08-21-2023 02:36

    Hi Britney,

    try to remove Analytics  User Aggregate  View. The Aggregates are the metrics. Analytics  User Detail  View instead should be the actual status.

    Best regards


    Christoph Domaschke

  • 4.  RE: Agent Status View for Dashboard

    Posted 08-21-2023 09:57

    These are the current permissions for the agents and they still have access to view the status' on the dashboard:

    Analytics > Dashboardconfigurations > View
    Analytics > Tabconfigurations > Edit
    Analytics > Tabconfigurations > View
    Analytics > Taskmanagementaggregate > View
    Analytics  Tab Configurations  All Permissions
    Analytics  Tab Configurations  Delete
    Analytics  View Configurations  View
    Conversation > Communication > View
    Documents > Audit > Search
    Documents > Audit > View
    Routing > Queue > Search
    Routing > Queue > View
    Ui > Agentqueueactivity > View
    Voicemail > Voicemail > Receive
    Wfm > Agentadherence > Notify
    Wfm > Agentschedule > Sync
    Wfm > Agentschedule > Utilizeloadbased
    Wfm > Agentschedule > View
    Wfm > Agentschedulenotification > View
    Wfm > Agenttimeoffrequest > Submit
    Wfm > Timeoffrequest > View
    Workforce Management  Published Schedule  View
    Workforce Management  Agent Time Off Request  All Permissions

    Britney Springer
    Zenith Insurance Company

  • 5.  RE: Agent Status View for Dashboard

    Posted 08-21-2023 03:07

    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. 

    Heather Henderson
    Sabio Ltd

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