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Zendesk Talk Live Dashboard Access restriction - default access for agent role
Posted Nov 15, 2023
The Zendesk talk live dashboard can be accessed by anyone with the "agent" role via Support, Talk and Admin pages with no restrictions possible on a Professional Plan. the default setting is "read access" for agents instead of "no access".
The information as listed on Analyzing call activity with the Talk dashboard – Zendesk help is not correct ("To view the dashboard, your account must be a member of the Admin or Team lead Talk role in Admin Center." As also confirmed by Zendesk Support the agent role can indeed view the dashboard and while they cannot change other agent status, they can access all data including other agents performance information.
Access restriction for this dashboard are hidden behind a paywall (this can only be limited via custom roles only available via Enterprise plan) meaning agents on professional have full read access to call and line live and historic daily data as well as performance data of other agents via the Talk Live dashboard. The dashboard cannot be edited either to remove or hide data not supposed to shared with agents.
This is effectively a show stopper and we now need to stop our migration to Zendesk Talk.
The default setting for the dashboard for the agent role should be "no access"
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2 comments
Official
Martin Holmes
Hi Mario,
My name is Martin and I'm one of the product managers for Zendesk Talk. I'd like to clarify that agents do not have access to the Talk live calls dashboard by default. However, there is a setting which can override this. If you are in Admin Center navigate to the the following page:
Admin Center > Roles > Staff
If you scroll down to the bottom of the page you should see a checkbox "View Talk dashboard". Make sure this checkbox is unchecked and save this setting by pressing "Save" (see attached screenshot).
This should fix the issue of your agents having access to the dashboard. If this does not fix the issue please let me know.
Apologies for the confusion.
Kind regards,
Martin
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Mario Ritz
Hi Martin,
Talk Live Dashboard is default on for anyone we give "agent" access in talk and we were advised the option to deactivate is only available on an enterprise plan. We are on professional. There is no access to customize roles on professional --> no way to deactivate access to sensitive data for agents.
Kind regards
Mario
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