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Omnichannel Dataset Data Restrictions



Posted Nov 22, 2024

Quick overview of product feature request or feedback and note who is affected by this issue:

I have significant concerns about the Omnichannel datasets not being included in restrictions as part of GA for the new dashboard experience. Other datasets are available for data restrictions, but not these, which are, for us, the most critical to have restricted based on viewer. If we do not have the ability to hide filters, we need data restrictions to be applicable to any/all datasets to create functional dashboards for each of our team's productivity metrics.

What problem would this be solving?

Currently, we have a dashboard looking at schedule adherence for our agents, which is measured based on their online time for certain channels. These reports are useless if we cannot restrict this data based on the viewer. We do not want agents to have access to other agents' individual data via these dashboards, so filters & default filter settings will not meet our needs because we cannot hide them.

How often does this problem occur and what is the business impact?

This issue affects us daily, as our performance metrics dashboard is restricted based on viewer for every dataset except Omnichannel, so agents cannot view their own online time to see if they are meeting benchmarks.

Is there a workaround to solve this problem?

While we do not currently have a workaround that is agent-facing, supervisors have access to a separate dashboard with Filters that they can manipulate to see the correct data per agent. However, we do not want agents to have visibility of other agents' data, which is why Filters are not a viable solution for the agent-facing dashboard.

What would be the ideal solution to this problem? How would it work or function?

We either need the ability to hide filters, like the Legacy dashboards had, or we need all datasets (especially omnichannel) included in data restrictions so that we can restrict based on viewer.


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4 comments

+1 please

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Shawna James

Community Product Feedback Specialist

Hey Elaine,
 
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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Walter Bellante

Zendesk Product Manager

Hey Elaine, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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