an account with many franchises in the US controlled from home office. Agency owners want to have access to report of their agent and we can provide access to those by setting up Call Monitoring and/or User Groups.
We have almost 300 users in home office and 200 more in almost 50 agencies.
The problem is that the agency owner with monitoring rights has access to everybody’s info, not only people in his agency. When I removed reports from his role, the agency owner no longer has an admin view. If I live the role with reports in his role, then agency owner has access to global reports.
Other agency owner was setup as manager of a call group. When I remove access to reports from his role, this agency owner can still see the call log for his agents in admin view. No more access to global reports, not even employees of his own agency.
Agency owners need to have access to a report of their own agents to confirm that agents are taking care of their clients but we want to make sure that they do not have access to retrieve information of other agencies and their clients.
Our request is to be able to present a report that will only include people under one agency that is presently divided by cost centers and connected by a queue group call or an IVR, at the same time we need to make sure that access to other user’s reports is restricted.