CMS View Restrictions (Roles)

[jowsle]

Hello - I am trying to find a way that i can limit a users view in CMS R17. Specifically i want to segregate groups by function. Example: I want the Sales group to only see Sales agents/skills, and i want the Repairs group to only see Repairs agents/skills, etc. I do not want Sales to be able to see Repairs agents/skills. I cannot find a way to setup this type of restriction (or role) in CMS. Anyone know if this is possible?

[marzahn]

Originally Posted by jowsle

Hello - I am trying to find a way that i can limit a users view in CMS R17. Specifically i want to segregate groups by function. Example: I want the Sales group to only see Sales agents/skills, and i want the Repairs group to only see Repairs agents/skills, etc. I do not want Sales to be able to see Repairs agents/skills. I cannot find a way to setup this type of restriction (or role) in CMS. Anyone know if this is possible?

It is certainly possible open the Dictionary and then select Agent Groups. Once you have them set up, You can limit serpervisor users to see only their groups. Also of note is that the contect sensitive help is quite useful. Any time you open somthing, try clicking on the "Help" button for additional information. Does this get you started?

[jowsle]

I understand that you can build agent groups that would consist of specific agents, but my issue/concern is that the users can still see other agent groups when running an agent group report (if you click browse on the inputs page of the report you can see everything in the dictionary under agent groups). The same applies on running agent reports or split/skill reports - when you click the inputs you can still browse and see all items for that particular input. In your scenario, I cant find a way to restrict a user from running a report for another supervisors agent group. We have a need to restrict views so that 'Sales" cannot see or have the ability to run reports against 'Repairs' Agents, or Skills etc.

I have checked the help files, as well as the admin guides, but cannot seem to find a solution for this.

Originally Posted by marzahn

It is certainly possible open the Dictionary and then select Agent Groups. Once you have them set up, You can limit serpervisor users to see only their groups. Also of note is that the contect sensitive help is quite useful. Any time you open somthing, try clicking on the "Help" button for additional information. Does this get you started?

[shaikht]

Hi,

You can restrict skill level data by not giving access permisisons of skills to other group supervisor id. You can do same by login into cms menu:User Permissions ->Split/Skill Access

You cannot restrict agent level data and wil be visible to all supervsior users. There is workaround for it. You may need to have two ACD configured on CMS, one will have only skills/agent data of sales group and other ACD will have for replair group.

I hope it helps.

[stphnwd]

CMS R18 will bring on Tenancy to the system.