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  • 1.  Question about Permission\Visibility on Reports and Agents\Queues available for transfer

    Posted 07-13-2023 06:41
    No replies, thread closed.

    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


    #PlatformAdministration
    #Reporting/Analytics
    #Security
    #SystemAdministration
    #Telephony

    ------------------------------
    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------


  • 2.  RE: Question about Permission\Visibility on Reports and Agents\Queues available for transfer

    Posted 07-16-2023 04:42
    No replies, thread closed.

    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.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Question about Permission\Visibility on Reports and Agents\Queues available for transfer

    Posted 07-17-2023 03:22
    No replies, thread closed.

    Hi Robert,

    thanks for your answer.

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

    Thanks!



    ------------------------------
    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------

    Original Message


  • 4.  RE: Question about Permission\Visibility on Reports and Agents\Queues available for transfer

    Posted 07-17-2023 03:47
    No replies, thread closed.

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



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Question about Permission\Visibility on Reports and Agents\Queues available for transfer

    Posted 07-17-2023 04:49
    No replies, thread closed.

    Ok, clear, thanks for your support!



    ------------------------------
    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------

    Original Message


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