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Hide Interaction View for agents without limitating the external Contact List

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  • 1.  Hide Interaction View for agents without limitating the external Contact List

    Posted 03-18-2021 10:30
    No replies, thread closed.

    Hi There,

    I am currently trying to hide the Interaction view from my agents UI. 

    My Scenario is the following:

    Agents in my contact center are working with the history in the external contact lib. quite a lot. So the need to access the history of a customer. Currently, I allow them only to view nonvoice interaction details (so they can see the history with each reply from each agent).
    But nevertheless, the also can go into Performance > Interactions and see all Interactions in the system (they cant access the details for most channels). This leads to a situation where agents can see how much interactions another agent did. This should not be the case. 

    My agents should not be allowed to see the interactions view on the top bar but they still need to access them occasionaly via external contact lib and look into some nonvoice interactions. 

    Is it possible to limit the interactions view so that they cant see interaction from other agents but without damaging the ability to look up an external contact and the interaction details? Or in worst case just to hide the interactions view button on the top?

    Best Regards
    Florian


    #Ask Me Anything (AMA)
    #Omni-ChannelDesktop/UserInterface

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    Florian Pickert
    T-Systems Multimedia Solutions GmbH
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  • 2.  RE: Hide Interaction View for agents without limitating the external Contact List

    Posted 03-19-2021 12:22
    No replies, thread closed.
    Not now.  As you have found, that interactions view or list capability is shared across several areas.  There is a new Journey Map feature that will allow listing of all previous interactions for the customer they are working on which might solve that dilemma you have.  Otherwise, you need to look at something like Power BI to present views with more controls and not give them access to the Performance View. 


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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