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Enable user to customize Omnichannel Security Roles

Christoph Diebow on 4/15/2021 1:58:35 PM
"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.
Category: Customer Service Admin Center
STATUS DETAILS
Under Review

Comments

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RE: Enable user to customize Omnichannel Security Roles

Kristine Risberg on 4/5/2023 9:16:50 AM

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

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RE: Enable user to customize Omnichannel Security Roles

Dan Newton on 4/4/2023 12:03:06 PM

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

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RE: Enable user to customize Omnichannel Security Roles

Giorgio Ripamonti on 3/10/2022 9:46:31 AM

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