Manage Data Access

Views allow you to control access to interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. and employee data. Employee data includes user information. Interaction data includes:

  • Call recordings.
  • Chat transcripts for interactions routed through ACD.
  • Data from any digital channels in DFO.  

Only employees you assign to a view have access to the data specified in that view. Each view can manage access to one type of data. The default setting allows users to view all the data available. By assigning a view to a user, you are removing their access to all data except what is specified in the view. See Manage Access to ACD Data to manage access to ACD-related data.

Screenshot of the create views page

Create Evaluation-Based Views

Create evaluation-based views to restrict access to data related to evaluations. For example, this limits access to data from interactions and quality plans.

  1. Click the app selector and select Admin.
  2. Go to Security Settings > Views.
  3. Click New View.
  4. Enter a View Name and a Description.
  5. Select Evaluation as the Type to restrict access to data related to evaluations.
  6. In the Teams drop-down, select each team whose data you want employees to be able to access when they are assigned to this view.
  7. Click Create.

Tips for QM Analytics Flows:

  1. Using only the evaluations view:

    1. Will restrict evaluations

    2. Will enable the playback of the associated interactions

    3. Will not restrict the interactions the user will see in the Interactions application, but will restrict the "on the fly" quality related actions that could be triggered from the Interactions. An example would be where supervisors can playback all interactions but only take the quality action for the interactions that belong to their teams.

  2. In addition, if you want your employees to see only their own interactions in their Interaction application use Interaction View.

  3. Minimize the maintenance of multiple QPs and let RBAC control and restrict who is doing what with a single or more QPs.

    As an example:

    • 3 supervisors/evaluators

    • 3 teams defined

    • 3 views—one per team

      • Associate the relevant view to the relevant supervisor by the relevant team.

    • 1 QP with all the supervisors and all the teams >> RBAC will make sure the supervisor is getting only the evaluations relevant to their team.

  4. Users are not be able to evaluate themselves since they don't usually have Evaluation view on their own team.

Create Interaction-Segment-Based Views

Create views based on interaction-segments to restrict access to data related to segments. This includes recordings and chat transcripts routed through ACD as well as data from any digital channels in DFO.

  1. Click the app selector and select Admin.
  2. Go to Security Settings > Views.
  3. Click New View.
  4. Enter a View Name and a Description.

  5. Select Interaction-Segment as the Type to restrict access to data related to segments.

  6. In the Interaction From drop down, select Teams or Skills.
  7. In the Teams drop-down, select each team whose data you want employees to be able to access when they are assigned to this view.
  8. In the Skills drop-down, select each skill whose data you want employees to be able to access when they are assigned to this view.
  9. Click Create.

Create Role-Based Views

Create views based on roles to restrict access to data related to roles, such as Supervisors or Agents.

  1. Click the app selector and select Admin.
  2. Go to Security Settings > Views.
  3. Click New View.
  4. Enter a View Name and a Description.

  5. Select Role as the Type to restrict access to data related to roles.

  6. In the Roles drop-down, select each role whose data you want employees to be able to access when they are assigned to this view.
  7. Click Create.

Create User-Based Views

Create views based on users to restrict access to data related to other employees in your organization, such as their names.

  1. Click the app selector and select Admin.
  2. Go to Security Settings > Views.
  3. Click New View.
  4. Enter a View Name and a Description.

  5. Select User as the Type to restrict access to data related to users.

  6. In the Users From drop-down, select Hierarchies, Scheduling Units, or Teams.
  7. In the Hierarchies / Nodes drop-down, select which parts of the hierarchy whose data you want employees to be able to access when they are assigned to this view. You can expand or collapse each section of the hierarchy until you find the part that you need. Selecting a parent node will provide access to that node and all of its descendant nodes.
  8. In the Scheduling Units drop-down, select each scheduling unit whose data you want employees to be able to access when they are assigned to this view.
  9. In the Teams drop-down, select each team whose data you want employees to be able to access when they are assigned to this view.
  10. Click Create.

Assign Views to Employees

You can assign views to employees manually in the employee profile. You can also assign them with the bulk upload employee template.

  1. Click the app selector and select Admin.
  2. Click Employees.
  3. Locate the employee you want to assign a view to. Click to open the employee profile.
  4. Click Visibility.

  5. In the Select Views drop-down, select the views you want to give the employee.

  6. Click Apply, then click Save.
  7. Continue assigning views to employees as needed.