Voice Monitor uses management group permissions to limit the visibility of services pools and users - users can see only those service pools / 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 X service pool.
User can see the service pool X and other users which are members of this management group.
Group manager for the management group which contains service pools X, Y and Z
User can see the service pools X, Y and Z and other users which are members of this management group.
Supervisor
User can see all service pools 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 / users.
This also enables Enreach customers to provide Voice Monitor -view to their end customers.