Call Center Elite

[prflash]

How do I restrict an agent from seeing skill/split data on CCE? The client does not want them to see all the aganet data that is currently being displayed.

 

[kyle555]

...why? Doesn't that help the agent identify what queue the call is for? Unless you're using the same vdn of origin announcement for different queues.

Still, depending on set type and keys programmed, if might not be trivial to prevent that information from being discovered by the agent.

 

[prflash]

Manager does not want agents to see what others are doing. This has been in place since 2011 and they just noticed this.

 

[kyle555]

Manager sounds paranoid. Still not clear on what shows up on which phones and what you want to restrict specifically.

 

[prflash]

When an agent logs into CCE they have he ability through he CCE application see data as if you were viewing a realtime report in CMS. I haven t done his in years and I forgot which seting to set to false on he agents configuration. The manual really doesnt tell you unless im looking at the wrong manual

 

[kyle555]

When you say CCE application, do you mean One-X Agent or IP Agent or an older version of Elite MultiChannel called CCE for Contact Center Express? Cause I'm a bit rusty on One-X and IP Agent but I don't think you get real time reports of what every one else is doing.

 

[prflash]

I figured it out. After I set myself up with the application and created my own configuration. You have to remove the plug-in on the agents configuration to get the data to not be seen.