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  • 1.  Wrap-up, DNIS and Skills Performance views not division aware

    Posted 03-27-2019 04:05
    No replies, thread closed.
    I thought it might be useful to share an observation that just made. I have setup four divisions and each division has their own supervisors. Target was to ensure that supervisors will see only the statistics and interactions of the division(s) that they are responsible for. By moving the queues to divisions and by granting division access rights to to supervisors I managed to limit the visibility to the desired set of queues, interactions and performance statistics of those queues. However, supervisors could still view performance statistics of other divisions via the DNIS performance, Skills performance and Wrap-up performance views because none of these components are division aware. Is the way it's supposed to work by design? As a workaround I adjusted the supervisors' permission to hide DNIS, Skills and Wrap-up performace views in the UI.
    #SystemAdministration

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    Juha Niinimaki
    Konecranes Oyj
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  • 2.  RE: Wrap-up, DNIS and Skills Performance views not division aware

    Posted 04-01-2019 16:45
    No replies, thread closed.
    Hi Juha,

    The DNIS, Skills, and Wrap-up performance views are division-aware, but they work a little differently because the primary object (Skill for example) is not scoped, while the sub-table shows Queues, which are scoped. Analytics will only return conversation aggregate data that you have division access to, but a piece of conversation aggregate data could have multiple divisions on it for anything that touched it -- for example Sales Queue is in Division 1 and Jane Doe is in Division 2. Jane takes a call in the Sales Queue with a "Sales" skill. That conversation data will now be associated with both Division 1 and Division 2. If you only have access to Division 2 granted for analytics > conversation aggregate > view, you will have access to see conversation data from Jane's conversation in the Sales Queue, therefore, in that case, you will still see the Sales Queue -- the queue name will just be styled a little differently to indicate the difference in division-permission. It's a little complicated so let me know if you need any more clarification.

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    Maisey Harris
    Development Group Manager, Reporting & Analytics UI
    Genesys
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  • 3.  RE: Wrap-up, DNIS and Skills Performance views not division aware

    Posted 06-27-2023 14:53
    Edited by Heidi Christiansen 06-27-2023 14:55
    No replies, thread closed.

    @Maisey Harris I just ran into this challenge.  What was confusing is the user could view the Queue>Wrapup Detail view just fine.  But if that same user attempted to export the view, all of the data is blank.  The user is in a division other than home and the only way we have found around it is to give the user access to the home division for a couple of items. (Analytics.converstation aggregate>view, routing>queue>view, and Routing>wrap-up Code > View  Why would this be? They have these same permissions set for their division.   I would think if they could view the information, they should be able to export it as well?  



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    Heidi Christiansen
    ConvergeOne, Inc.
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    Original Message


  • 4.  RE: Wrap-up, DNIS and Skills Performance views not division aware

    Posted 06-28-2023 11:40
    No replies, thread closed.

    Yes, if they can view it, then the export should match it, so that's a bug. If you report that through Care, they can gather all the details and provide them to development for us to take a look.

    Thanks,



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    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
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    Original Message


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