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(Admin > Settings > User Groups)
In addition to the mass adjustment of the agent settings that we saw in the previous lesson, User Groups restrict access to the different parts of the Sharpen portal.
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Queue Agent Settings
Finally, the last section will look pretty familiar if you’ve been to the Manage Users page. The queue agent settings mimic the options available at a single-user level within Admin > Settings > Manage Users > EditAgentName.
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For more information on this section, head to the Manage Users Article here |
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Interaction Detail
Finally, the last section can be easy to miss if you aren’t on the lookout. These two options relate to the Interaction Record (the all-in-one card when you view the history of an interaction). Based on your use-case, there may be instances where you do not want a specific usergroup to be able to download a call recording (if available) or view the transcription when looking at the Interaction Record. If that’s the case, you can uncheck the boxes here
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in order to change the view for this particular User Group.
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