About Access Controlled Reports in Realtime Reporting
Access Controlled Reports enable tenant administrators to restrict which reporting dashboards and reports certain users have access to. For example, if your tenant consists of multiple brands that share the same group of agents, each brand might have their own flows, dispatch mappings, contact points, and queues. In this scenario, you likely want to ensure that each brand's supervisor can only view reporting data for interactions handled for their brand. In other words, you want to make sure that supervisors can't see data for other brands managed in the same tenant.
The default Access Controlled Supervisor role contains the required permissions to ensure that users with this role only see reports or dashboards that are explicitly shared with them. Alternatively, you can create a custom role with the ASSIGNED_REPORTS_READ permission for these users.
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If a user has a role with the ASSIGNED_REPORTS_READ permission but also a permission that allows them to view all reports (for example, VIEW_ALL_REPORTS) they can see any public and enabled report in the tenant. If you have users who should only see the reports explicitly shared with them, but can see all reports, review their role to see if they have a permission that grants them access to view or manage all reports. For example, users with the default Administrator role have the ASSIGNED_REPORTS_READ permission, but also VIEW_ALL_REPORTS. Although reports and dashboards can be explicitly shared with administrators through Access Controlled Reports, Administrators have access to all reports on a tenant regardless of what is shared through Access Controlled Reports. For more information on the permissions available, see Role Permissions. |
To set up access controlled reports:
- Assign the Access Controlled Supervisor role or a custom role with the ASSIGNED_REPORTS_READ permission to any user who is being restricted by which reports and dashboards they can access.
Users with the Access Controlled Supervisor role are restricted to the following in the configuration interface:
- View reports and dashboards that are shared with them
- View and update their own user profile
- Identify and prepare which reports and dashboards you want to share.
- Realtime dashboards and tables: Any standard or custom realtime dashboard can be shared. In custom dashboards, you can specify which queue's data the user can view by enabling Lock to Queue in a source switcher's configuration. Any statistic or table widget connected to the source switcher is restricted to the queues selected.
- Create a new Access Controlled Report for the users that should have access to those reports and dashboards.
