Grouping Data and Filtering

Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

Overview

Each user is assigned to a group based on their SSO/SAML credentials. SSO/SAML credentials determine what metrics and chats each user can see in Live Insights, Conversation Manager, and User Management.

Use and Impact

Different Users now have access to different data, according to their SSO Credentials. This helps each user to only see what their tasks cover, whithout need for further filtering or browsing. Data Grouping results in the following:

• Each BPO is restricted to only the chats that they service
• Workforce Management users are able to see all chats, metrics and agents related to their BPO
• Each agent sees only their respective chats and data
• Each manager is able to see only their teams chats according to the group Organizations send ASAPP four attributes per user (BPO, Product, Role, Location) and ASAPP will construct a group name from the attributes. ASAPP will maintain a view of the group structure in order to allow for filtering and queue association

How it Works

The filters are defined according to attributes provided by each user through SSO, allowing filtering of User manager by groups.