How do I select what parts of the structure/org-chart a user can access in reports / tables?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Users (
admin.org.users.manage) — to set a user's reporting access level
What Is Reporting Access?
When it comes to reports (including the dashboard), you choose which parts of the structure/org-chart a user has access to in terms of performance data.
For example, the Customer Service Director may be granted access to the highest level of the structure, enabling them to view performance at every level — from a summary of all performance data down to the performance of an individual agent (and all levels in between).
On the other hand, if an agent is granted access to the system, they're only initially granted permission to access their own performance data by default. If an agent is "acting up" for a period to look after the team (perhaps while the team leader is on holiday), they can be temporarily assigned permission to access the team's performance.
Setting Reporting Access
Go to User Management > Add & Edit Users.
Click the menu on the row of the user whose profile you want to edit, then click Edit to reveal the user profile screen. At the bottom, you can assign Reporting Access.
If you've assigned a non-Agent role, the system will prompt you to assign Reporting Access. Select the highest reporting level you'd like this user to access — they'll be able to see all reporting levels underneath your selection.