Can you restrict an agent's ability to search through contacts?

[avayaaacc]

Currently an agent with Agent Desktop can use the contact search option and look at contacts within any skillset, or if they know the contact ID. Is there a way to limit this so that they can only see certain skillsets, or not search at all?

 

[effort1584]

You can partition agents so they only see contacts in their skillsets. Global setting on CCMM.

 

[avayaaacc]

do you by chance know where that setting is? I could only find this in the CCMM global settings:

Show All E-mail Skillsets Select Show All E-mail Skillsets so that the system displays all skillsets, even previously deleted skillsets in Contact Search.
note Note
The skillset must have a history of contacts.

If you do not select Show All E-mail Skillsets, the system displays only currently active skillsets, which are present in Contact Center Manager Administration in Contact Search. The system does not display previously deleted skillsets.

note Note
If there are two skillsets with the same name, the system combines contacts into one display name in the drop-down list under Contact Search.

 

[effort1584]

Exact wording on getting there may be version dependent, but CCMA -> Multimedia -> Agent Desktop Configuration(where you can set the timer, bring to front, focus, etc.) towards the bottom -> Agent Skillset Partitioning. Enable to have agent only see contacts from skillsets to which they are assigned.

 

[avayaaacc]

Found it, thanks effort! It was under Agent Desktop Configuration - General Settings

Is it possible to restrict an agent's ability to search for contacts that have been worked on by other agents? I haven't come across anything yet, but this seems like something you should be able to do.

 

[effort1584]

Not possible, that is the basic function of the skillset partition. If they are in the same skillset they should have access to only the same information. I don't see the need in that fashion and see the problems with managing through turnover, which is why skillset makes sense, it is not influenced by turnover.