A filter in this area can be active for Puzzel in general, Statistics and/or Archive.

Active on:

  • Puzzel in general: Check here if you want users with this filter assigned only to see agents in the chosen user groups in the Administration Portals Real-time User group view, in Ticker, in the Users tab and in the agent application where you search for agents. A user group filter will also affect what users and tasks that can be seen by an agent in the Scheduled tasks tab.
  • Statistics: Check here if you want users with this filter assigned only to see the agents in the chosen user groups in the Statistics reports that group traffic per user group or agent, e.g. Details per user group per queue and Details per agent.
  • Archive: Check here if you want users with this filter assigned only to see requests answered by agents in the chosen user groups in the Archive.
One incoming call may have been connected to different agents on different system queues due to call transfer. If an incoming call includes an agent conversation the user should see, the whole calls General information will be shown, but the user will not have access to call recordings from queues/agents he should not see.

Published

11/06/2020 - 14:42

Last updated

07/09/2021 - 15:05
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