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Data scoping determines the range of data a supervisor can access within the Freshdesk Contact Center. Generally, a supervisor can view and access the following sections in Freshdesk Contact Center:
- Live Dashboard
- Call Metrics
With scoping, you can now control and restrict the scope of data a supervisor can access in the above sections.
Pricing Plan and User Requirements
Data scoping is available from the Pro plan for Freshdesk Contact Center Standalone customers and can be enabled only on request.
To configure data scoping for a supervisor, you must have admin or account admin permissions.
How Does Scoping Help?
Data scoping is useful when you want to selectively restrict the data visible to the supervisors in your account.
Consider a scenario where a call center has outsourced the support activities to multiple agencies/teams. For example, US support is handled by one team, and another team handles the Australia support; however, both teams use the same Freshdesk Contact Center account. In this case, you can restrict the supervisors of the US and the Australia teams from accessing each other's data.
What are the types of scope access?
As an admin, you can assign the following scopes to a supervisor:
- Global (Default option): Allows the supervisor to access the data for all teams and numbers
- Teams: Allows the supervisor to access data for calls attended by the respective team members.
Note: If you select Teams option, ensure that the supervisor is already added to a team. If the supervisor is not assigned to any team, no data will be visible.
- Numbers: Allows the supervisor to access the data related to specific phone numbers.
Identifying the abandonment reason for unassigned calls can be difficult. However, with number scoping, you can now easily track these calls, identify the numbers, and the reason for abandonment.
To configure the scope for a supervisor:
- Log in to your Freshdesk Contact Center account.
- Navigate to Admin > Agent (Users).
- Click on New Agent.
- Enter the email address and select the Role as Supervisor.
- Once you select Supervisor as the role, you will see a new option to assign scope.
- From the Scope drop-down option, select the preferred scope. The options are:
Additionally, choose the numbers for which you want the supervisor to see the data.
Check out the following use case to understand how scoping works.
US support team:
Team Members: Pete (supervisor), Mark (agent), Anna (agent)
Scope Assigned to Pete: Teams
Australia support team:
Team Members: John (supervisor), Preethi (agent), Matt (agent)
Scope Assigned to John: Teams
In the above use case, you can see that Pete is the supervisor of the US team, and John is the supervisor of the Australia team.
Now, if Anna or Mark attend a call routed to Pete's team, only Pete will see the corresponding call records. The following screenshots show the live dashboard sections of Pete's and John's accounts. Here, you can see that only Pete can see the live In Conversation details, whereas for John, this section is empty. Similarly, the records will not be visible under the Call Metrics and Reports section for John.
Live Dashboard View of Pete's Account
Live Dashboard View of John's Account
Consider another scenario:
If an agent is part of multiple teams, the supervisors (assigned with Teams scope) of all the teams to which this agent is a member can access the call records routed to the agent's individual queue or personal extension number.
For example, if Anna is part of both John and Pete's team and attends calls routed to her queue or personal extension number, then both John and Pete can see Anna's call records.
However, if you want to restrict the supervisor from viewing other team's data, make sure that the calls are routed to the entire team and not to an agent's queue or personal extension number. In the example above, if you do not want John to view the call records of Pete's account, make sure the calls are routed to Pete's team.
|Note: If a supervisor does not have access to a particular team's queue or if the queue does not have enough data to show, you will see the following message in the Live Dashboard:|
"Either the selection has no data or you do not have access to these queues. Please contact admin for more info"