Views

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 interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., roles, users, and hierarchies. User data includes employee information. Interaction data includes:

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

Additionally, you can restrict access to the folders in the CXone Mpower system where Studio scripts are stored.

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 or transfers handled by other teams. She creates a new view called Longbourn Segments. She makes it Interaction-Segment type. She leaves Allows users to access all segments in the interaction for the selected teams/skills unselected. She then selects the Longbourn team. After she saves the view, Miss Bingley modifies all the employee profiles on the Longbourn team. Then, she assigns them the Longbourn view. The employees assigned to the Longbourn view cannot view the interaction data of other teams.

Mr. Gardiner, the Quality Manager, needs access to all segments of contacts handled by the Netherfield team. These segments might include recordings and chat transcripts from contacts or transfers handled by other teams. Miss Bingley creates a new view called Netherfield Contacts. She makes it Interaction-Segment type. She selects Allows users to access all segments in the interaction for the selected teams/skills. She then selects the Netherfield team. After she saves the view, Miss Bingley modifies Mr. Gardiner's profile and assigns him the Netherfield view. Mr. Gardiner will now have access to the entire contact of any segment handled by the Netherfield team.

Key Facts about Views

  • Views allow you to control which employees can view interactionClosed State that allows an agent to complete work requirements after finishing an 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, their assigned employees or campaigns, and their assigned skills, restrict the ACD data access for the chosen role.

  • Views restrict the data your agents can see from your Digital Experience interactions.