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Feature request: Show "Play only" view on agents profile to non-admin roles via permission.



Posted Dec 07, 2023

Overview of your product feature request or feedback and note who in your org is affected by this issue: (2-3 sentences)

I would like the ability to assign the permission for a Role to be able to view the "Play only" tab on a User Profile.

Currently only Admins can see this by default. Other roles can navigate manually by editing the URL to include '/play_only' on the user profile page. Approx. 50 Team Leads in my organisation would find this useful to review skip reasons.

What problem do you see this solving? (1-2 sentences) 

Provide more visibility on skipped tickets (lacking in Explore too) for team leads.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Today. Reporting on ticketing avoidance and finding areas for training. Low impact.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Team leads need admin access or need to manually change their URL for each agent.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Provide role permission to show this. Alternatively, reporting in Explore.


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Shawna James

Community Product Feedback Specialist

Hey John, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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