The Report Center provides three levels of permissions for managing reports: Private, Public - View Only, and Public - Edit. Here's a breakdown of each permission level:
1. Private
- Default Setting: When a user creates a new report, it is set to Private by default.
- Visibility: Private means that ONLY the owner (report creator) of the report can view, edit, delete or duplicate the report.
2. Public - View Only
- Purpose: Allows users to share their private reports publicly for viewing purposes only.
- Restrictions:
- Other users can view or duplicate the report but cannot edit or delete it.
- Only the report creator can edit or delete the report.
3. Public - Edit
- Purpose: Grants full edit access to others for collaborative report management.
- Permissions: Users with access can view, edit, delete or duplicate the report.
Important Notes
- Legacy Reports: Reports created before the introduction of permissions automatically have edit access for all users.
- The user permission (Report Center: Share private to public dashboard) for Agent Manager roles IS NOT ACTIVE.
Reports and filters.
Filters are tied to a user and not to a report - in other words, report filters are always user-specific. This means that each user, as long as they can view a report, can add or remove filters for the report without it impacting any other users' view of their filters. This is true regardless of the "share" state of the dashboard (meaning Private, Public-View Only and Public-Edit).
- Is it expected that "View Only" users can interact with filters (add/remove) on a shared dashboard, even if they cannot edit the dashboard or its charts?
Yes but as noted above it only changes the filters for their view. It does not change the filters for any other person's view. So, if user 1 adds "Conversation Status" as a filter on a dashboard set to "Public-View Only" then that change is only seen by user 1. User 2 will not see that filter added unless user 2 also adds that filter.
- When a report is built from a template with pre-defined filters, are those filters persistent for all users, or can individuals modify/remove them independently?
The filters are the default filters for that dashboard for all users but, as stated in the beginning, each user can add new filters, remove existing ones or both for that dashboard and those filter changes will only be seen by that user. When a dashboard is created from a template, it defaults to be "Private" for that user. So, that user sees the default filters in their private dashboard.
If they make that dashboard public, then every other user will see the original template filters as the default filters on that dashboard - even if the original user updated the filters in their view of that same dashboard.
So, if I create Dashboard 1 from a template and it has 4 filters (the Bot Analytics template, for example, has 4 default filters). I remove two of the filters and then make the dashboard "Public-View Only". I only see 2 filters on Dashboard 1 but every other user when they see Dashboard 1 for the first time will see the 4 original filters from the template. Those users can update their filters if they choose.
How to Identify Reports Created Before Report Permissions Were Implemented
To determine whether a report was created before the introduction of the report permissions feature, follow these steps:
- Check the Report Title:
- If the report's creator is listed as Anonymous, it means the report was created before the permissions feature was implemented.
- In this case, any user with access to the Report Center can edit the report.
- Look for the Share Button:
- Reports created before the permissions feature will not display a Share button.
By using these two indicators, you can easily identify older reports and understand their permissions setup
How to Share a Report in the Report Center
When a report is created, its permission status is set to Private by default. You can recognize this by the lock icon displayed next to the report name.
Steps to Share a Report:
- Check Permissions:
- Only the report creator can change the report's permissions.
- Locate the Share Button:
- Click the Share button, usually located near the top of the report page.
- Choose Permission Level:
- Select the desired sharing option:
- Public - View Only: Others can view the report but cannot edit it.
- Public - Edit: Others can view and make changes to the report.
- Save Your Changes:
- After selecting the desired permission level, click Save to confirm.
Your report is now shared and accessible based on the permissions you set!
User Permissions
User Account Requirements for Report Center Access
To access the Report Center, users must meet one of the following:
- LPA Login Credentials
- The user has valid LPA login credentials
- Role and Permissions
- Role: The user must hold the role of Agent Manager.
- Group Management: The user must manage at least one Agent Group.
- Permissions: At least one of the following permissions must be enabled:
- View Agents' Conversations: Permission to view conversations within the managed group.
- View Conversation History: Permission to access historical conversation records.
User Role | Access to Report Center | Access to Conversations | Create Dashboards |
|---|
LPA | Yes | No | Yes |
Administrator | Yes | No | Yes - only Engagement Controller Reports |
Agent Manager | Yes | Yes | Yes |
Campaign Manager | Yes | No | Yes - only Engagement Controller Reports |
User Account Permissions
To ensure that managers only access data relevant to the teams they oversee the data will be pre-filtered to Agent Manger users based on the agent groups that are associated with the Agent Manger user.
User Role | Data Limitation |
|---|
LPA | All data types are accessible, except conversation transcripts. |
Agent Manager | The data will be automatically filtered based on the agent groups associated with the Agent Manager. However, the conversation transcript will display the entire conversation, not just the portions related to the Agent Manager's group. |