Documentation for using custom roles to manage Explore access EAP

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  • Mary Paez
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    Question:  Can you secure a report so that a logged in agent can only see his/her data?

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  • Vincent Dollet
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    Hi Mary Paez, many thanks for reaching out.

    At the moment, you can create agent-specific reports created for specific agents only, which would restrict what agents can view. However you will currently need to create as many as reports as you have agents.

    We are currently exploring the possibility for you to create dashboards which data would depend on the logged-in viewer, and define what data viewers would be able to access. This would allow you to create one "agent performance" dashboard, and make sure its content depend on the logged in viewer (possibly combining agent KPIs & aggregated team KPIs). I however do not yet have a timeline for this feature.

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  • Mary Paez
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    That solution (show metrics in an agent dashboard based on their login to ZD) is much needed as we need agents to self-monitor since we are measuring their performance in these areas.  However, it is important they only see their data as it can lead to some disruption if they are monitoring their peers.  Self-monitoring empowers each agent to stay on top of their own metrics and improve in areas where their numbers are lower.

    It is great news that you are thinking along these lines. Do you know what the timeframe would be for a feature like this?

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  • Vincent Dollet
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    I'm fully convinced of the importance & value of this feature. I unfortunately do not yet have a timeframe. 

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