Comments
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
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
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
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