Data visibility limitation

Voice Monitor uses management group permissions to limit the visibility of services pools, callback lists and users - users can see only those service pools, callback lists and other users for which they have access.

This is based on the same access control as for common Voice Center management features and can be configured via Enreach Portal with management group settings

User roles and effect in Voice Monitor

• Member of a management group which contains service pool or callback list X.

  • User can see the service pool or callback list X and other users which are members of this management group.

• Group manager for the management group which contains service pools and callback lists X, Y and Z

  • User can see the service pools and callback lists X, Y and Z and other users which are members of this management group.

• Supervisor

  • User can see all service pools, callback lists and all users.

This functionality allows Enreach customers to provide visibility to Voice Monitor information based on e.g. different internal or outsourced -teams, managing only a certain set of service pools, callback lists or users.

This also enables Enreach customers to provide Voice Monitor -view to their end customers.