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"Omnichannel Agent" and "Omnichannel Supervisor" security roles are read only. It is not possible to change read privileges for Activities, Queues or other entities. The security roles are configured on organization level, but we need to set read privileges to business unit level. Please enable users to customize standard Omnichannel Security Roles.
STATUS DETAILS
Under Review

Comments

C

Hi, I see this request was raised back in 2021 and has still not been actioned. Australian law specifies that Government records must be retained for set periods, per the Archives Act 1983. To prevent unauthorised record destruction, agents must NOT be able to delete records. Microsoft need to understand. By not allowing us to modify Omnichannel roles (which include the Delete privilege on Conversations) this product is not fit for purpose in any Government organisation. A 4-year plus vote for what should have been a compulsory feature on day one, is laughable. I am very disappointed.

Category: Customer Service Admin Center

C

Any feedback from MS on this? We also suffer from both organizational and GDPR implications when an Omni Agent can delete e.g. activities. They should also not have access to conversation details such as audio recordings or transcription. When will the security roles become adjustable?

Category: Customer Service Admin Center

C

We want to restrict access to recordings from the "Omnichannel Agent" role which by default has access to all recordings, currently there is no way to do this. Allowing all agents to access recordings has GDPR implications and is poor from a security perspective, please allow a way to customise the Omnichannel roles.

Category: Customer Service Admin Center

C

As suggest by Christoph, leave the Delete operation on Activity has an high impact on business process. Please let customize those roles!

Category: Customer Service Admin Center