Agent View in Summary Reports

[angel-moon]

All

I have a users who started seeing  agents across multiple departments for their Summary Report in Finesse after being given access to pull reports from CUIC.  Where do I go to limit their views?

Thanks in advance!!!

[Carlo Poggiarelli]

Hi, 

CUIC is for reporting purposes.

You need to look in UCCX  what team or resource group those users are assigned to.

HTH

Regards

Carlo

[angel-moon]

Thanks.  If there is only 1 Resource Group in UCCX is that user always going to see more agents in their reports?

[jim-j]

I believe you can avoid this issue by modifying the XML layout as described here:

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/118823-technote-uccx-00.html

Some relevant info from that page:

• If the reporting user role is added to any user, they will have access to see all teams' agents and CSQs in all reports and will see all agents and CSQs in Finesse live data reports.
• Starting in UCCX 11.6, supervisors have access to historical reports for their teams so that they do not need to set the additional reporting user role.