Hi,

we have the following situations:

Two divisions, DivA and DivB, two Agents and two Queues:

Agent1 - DivA

Queue1 -DivA

Agent2 - DivB

Queue2 -DivB

Customer wants:

Agents can transfer calls between the two Divisions
Supervisors can't see report data on objects of other division

Agents are configured with one role, and both divisions configured, so agents are able to see both divisions, and can transfer calls to agents\queues to other division.

Supervisors are configured with two roles, one for "supervisors functions" (add skill, queues, and see reports), this role is configured with only one division; and one role as the agents, because also supervisor can acts as agents, configured with both divisions.

The problems is that if the supervisor open a report, is able to see objects of both divisions, for example:

Supervisor1(DivA) configured with

Role Agent - DivA, DivB

Role Supervisor - DivA

If opens Agents Performance report can see:

Agent1

Agent2

Same situation in Queue Performance report. infact is able to see queues of DivA and DivB.

So, is possible configure the permissions in a way that we can cover that scenario?

Many thanks for your support

Best regards

Giuseppe

I think you will need to give the supervisor an agent role that does not allow to see data in the division but only allows transfer to the other division.  You will probably have to do some conditions in the permissions for queues.  This is pretty difficult with the fact that you want them to see as an agent and have supervisor rights restricted to just the one division.  The ABAC security controls would account for this corner case where divisions are a bit lacking.  @Becky Powell  - this is one example we were talking about where you have crossed permissions between supervisor and agents, but the need for a person to have both.  

Hi,

we have the following situations:

Two divisions, DivA and DivB, two Agents and two Queues:

Agent1 - DivA

Queue1 -DivA

Agent2 - DivB

Queue2 -DivB

Customer wants:

Agents can transfer calls between the two Divisions
Supervisors can't see report data on objects of other division

Agents are configured with one role, and both divisions configured, so agents are able to see both divisions, and can transfer calls to agents\queues to other division.

Supervisors are configured with two roles, one for "supervisors functions" (add skill, queues, and see reports), this role is configured with only one division; and one role as the agents, because also supervisor can acts as agents, configured with both divisions.

The problems is that if the supervisor open a report, is able to see objects of both divisions, for example:

Supervisor1(DivA) configured with

Role Agent - DivA, DivB

Role Supervisor - DivA

If opens Agents Performance report can see:

Agent1

Agent2

Same situation in Queue Performance report. infact is able to see queues of DivA and DivB.

So, is possible configure the permissions in a way that we can cover that scenario?

Many thanks for your support

Best regards

Giuseppe

Hi Robert,

thanks for your answer.

So, also with conditions in the permission, what we need is not possible?

Thanks!

I think you will need to give the supervisor an agent role that does not allow to see data in the division but only allows transfer to the other division.  You will probably have to do some conditions in the permissions for queues.  This is pretty difficult with the fact that you want them to see as an agent and have supervisor rights restricted to just the one division.  The ABAC security controls would account for this corner case where divisions are a bit lacking.  @Becky Powell  - this is one example we were talking about where you have crossed permissions between supervisor and agents, but the need for a person to have both.  

Hi,

we have the following situations:

Two divisions, DivA and DivB, two Agents and two Queues:

Agent1 - DivA

Queue1 -DivA

Agent2 - DivB

Queue2 -DivB

Customer wants:

Agents can transfer calls between the two Divisions
Supervisors can't see report data on objects of other division

Agents are configured with one role, and both divisions configured, so agents are able to see both divisions, and can transfer calls to agents\queues to other division.

Supervisors are configured with two roles, one for "supervisors functions" (add skill, queues, and see reports), this role is configured with only one division; and one role as the agents, because also supervisor can acts as agents, configured with both divisions.

The problems is that if the supervisor open a report, is able to see objects of both divisions, for example:

Supervisor1(DivA) configured with

Role Agent - DivA, DivB

Role Supervisor - DivA

If opens Agents Performance report can see:

Agent1

Agent2

Same situation in Queue Performance report. infact is able to see queues of DivA and DivB.

So, is possible configure the permissions in a way that we can cover that scenario?

Many thanks for your support

Best regards

Giuseppe

With some trial and error and hard coding of conditions, you will get close, but not fully matching the use case

Hi Robert,

thanks for your answer.

So, also with conditions in the permission, what we need is not possible?

Thanks!

I think you will need to give the supervisor an agent role that does not allow to see data in the division but only allows transfer to the other division.  You will probably have to do some conditions in the permissions for queues.  This is pretty difficult with the fact that you want them to see as an agent and have supervisor rights restricted to just the one division.  The ABAC security controls would account for this corner case where divisions are a bit lacking.  @Becky Powell  - this is one example we were talking about where you have crossed permissions between supervisor and agents, but the need for a person to have both.  

Hi,

we have the following situations:

Two divisions, DivA and DivB, two Agents and two Queues:

Agent1 - DivA

Queue1 -DivA

Agent2 - DivB

Queue2 -DivB

Customer wants:

Agents can transfer calls between the two Divisions
Supervisors can't see report data on objects of other division

Agents are configured with one role, and both divisions configured, so agents are able to see both divisions, and can transfer calls to agents\queues to other division.

Supervisors are configured with two roles, one for "supervisors functions" (add skill, queues, and see reports), this role is configured with only one division; and one role as the agents, because also supervisor can acts as agents, configured with both divisions.

The problems is that if the supervisor open a report, is able to see objects of both divisions, for example:

Supervisor1(DivA) configured with

Role Agent - DivA, DivB

Role Supervisor - DivA

If opens Agents Performance report can see:

Agent1

Agent2

Same situation in Queue Performance report. infact is able to see queues of DivA and DivB.

So, is possible configure the permissions in a way that we can cover that scenario?

Many thanks for your support

Best regards

Giuseppe