Views control what employees are allowed to see. When you create a view, you specify which teams' data can be viewed by any employee assigned to the view. You can restrict access to data related to interactions and users. Interaction data includes call recordings and chat transcripts. User data includes employee information.
Only employees you assign a view to have access to the data specified in the view. Each view can manage access to one type of data.
Miss Bingley, the manager of the Hertfordshire contact center, wants to prevent employees on the Longbourn team from viewing call recordings and chat transcripts from contacts handled by the Netherfield team. She creates a new view called NoNetherfield. She makes it interaction type and selects each team except for Netherfield. After she saves the view, Miss Bingley modifies all of the employee profiles on the Longbourn team and assigns them the NoNetherfield view. The employees assigned to the NoNetherfield view cannot view the interaction data of the Netherfield team.
Key Facts about Views
- Views allow you to control which employees can view interaction data derived from other teams.
- Views allow you to control which employees can view data about employees who are assigned to other teams.
- If an employee has views assigned to them, they cannot view employees or data from other teams. This applies even if someone sends the employee an interaction, if they can see evaluations in My Zone Performance Monitoring, or similar circumstances.
- To restrict access to teams and their assigned employees or campaigns and their assigned skills, you can restrict the ACD data access for the chosen role.