12-18-2020 05:16 AM
We have always used a 3rd party reporting agent for analytics for our call centers. During our last upgrade to UCCX 11.6.2 the business and IT decided to drop the 3rd party reporting agent and use CUIC instead. There is one limitation that concerns me as well as the business. We cannot seem to find a way to limit supervisors or reporting users by team. If any user is added to CUIC to pull reports they can pull analytics on any agent, csq, or team in the system. For example: Supervisor of Sales is able to pull any report on Helpdesk agents. We opened a TAC case and Ciscos response was that this is by design and normal behavior which I find hard to believe which is why I am looking for a 2nd opinion. Thanks for any information you can provide.
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12-18-2020 07:51 AM
I just recently documented CUIC permissions for my company's setup, I've pasted my notes at the bottom of this post in case it can help. The basic takeaway is we never give Reporting Capability to supervisors, this resolves the permission issue for us (although in my testing there are a few strange scenarios/bugs where a supervisor was able to access other team's data). Reporting Users still have full access, so if you make someone a Reporting User you need to trust them. Note that we're using UCCX 12.5.1 which has a much improved CUIC interface, but permissions still work the same I believe.
My permission notes are below:
12-18-2020 05:50 AM
CUIC report following features of permission.
12-18-2020 05:52 AM
Share permission for user retrieve particular report
12-18-2020 05:55 AM
Share permission each user report created
12-18-2020 05:56 AM
Available reports
12-18-2020 07:51 AM
I just recently documented CUIC permissions for my company's setup, I've pasted my notes at the bottom of this post in case it can help. The basic takeaway is we never give Reporting Capability to supervisors, this resolves the permission issue for us (although in my testing there are a few strange scenarios/bugs where a supervisor was able to access other team's data). Reporting Users still have full access, so if you make someone a Reporting User you need to trust them. Note that we're using UCCX 12.5.1 which has a much improved CUIC interface, but permissions still work the same I believe.
My permission notes are below:
12-18-2020 11:29 AM
Thank you both for your input. We will do some additional testing on our end to see if this helps resolve any of our issues. Sounds like it will since we do give supervisors reporting capabilities.
12-30-2020 05:25 AM
This seems to have done the trick. Removing the reporting user role from a current user with supervisor role now limits the viability in CUIC to their team/agents only. It also seems to have resolved the issue of pulling data on all CUIC users when a filter is not selected. Thanks again.
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