Hello @Ken Pittman.
About the Agent Activity view.
No, agents cannot delete widgets/cards from the Agent Activity view. The actions available to agents are limited to refreshing data, sending issue logs to administrators through Log Capture, and rearranging cards on the Overview tab. Agents can move cards to different positions, but they cannot delete or hide them manually.
The widgets displayed in the Activity view are entirely permission-based. This means the cards shown depend on the permissions assigned to the agent, such as Schedule, Gamification, Learning, Coaching, Quality Evaluation, and other related permissions.
Administrators also cannot directly delete individual widgets/cards from the Activity view. However, administrators can control which widgets appear by managing user permissions. For example, removing permissions related to Schedule, Leaderboards, Learning, Coaching, or Quality features will automatically remove the associated widgets from the user's Activity view.
Administrators can control which widgets agents see by granting or removing specific permissions, such as:
- Workforce Management > Agent Schedule > View (for schedule widget)
- Gamification > Scorecard > View (for scorecard widget)
- Gamification > Leaderboards > View (for leaderboard widget)
- Learning > Assignment > View (for learning modules)
- Coaching > Appointment > Participate (for coaching widgets)
- Quality > Evaluation > Edit Agent Sign-off (for evaluation widgets)
- Workforce Management > Agent Historical Adherence > View (for adherence widgets)
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Arthur Pereira Reinoldes
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