Insights (Permissions)
Overview
Sharpen Insights is the reporting and analytics hub within the Sharpen platform, providing access to historical and real-time contact center data through configurable reports, charts, and dashboards. As organizations grow, there is often a need to control which users can access, create, or modify specific reports and recordings within Insights. The Insights Permissions Restriction and Insights Recording Access Restriction features allow administrators to limit what individual users can see and do within Insights, based on their User Group membership.
Feature Overview
Insights Permissions Restriction
When enabled for a User Group, this feature restricts what members of that group can see and interact with across Insights. Affected users will no longer be able to:
On the Insights Main Page:
Create new reports, charts, or advanced queries
View the Default Segments Template or Interaction Summary Template
Save, edit, or delete reports
Navigate to dashboards linked from a report
Access Dashboards, Agent Vues, or Derived Fields from the left-hand navigation
View reports that do not have their User Group label applied
Create new labels or edit existing ones
Within a Report:
Access Dashboards, Agent Vues, Derived Fields, or Advanced Query from the left-hand navigation
Change filter options from the field dropdown
Save reports
Add or remove fields
Restricted users retain the ability to toggle field visibility, adjust date ranges, configure groupings and calculations, reorder fields, track live data, and export reports.
Insights Recording Access Restriction
When enabled for a User Group, this feature removes access to interaction Contact Cards within Insights reports. Affected users will no longer see the magnifying glass icon on report rows, preventing them from viewing call recordings, transcripts, interaction feedback, sentiment scores, sentiment analysis, and other interaction-level details.
Configuration
Both features are managed at the User Group level.
To enable either feature:
Navigate to Admin > Settings > User Groups and select the User Group you want to restrict.
Check the box for Insights Permissions Restriction, Insights Recording Access Restriction, or both.
Click Save.
To disable either feature: Return to the same User Group, uncheck the relevant box, and click Save. The user's unrestricted access will be restored immediately.
Setting Up Label-Based Report Access (Insights Permissions Restriction)
When Insights Permissions Restriction is enabled, restricted users can only see reports that have been explicitly shared with their User Group via a label. To make a report visible to a restricted User Group:
An administrator or unrestricted supervisor must create a Label whose name exactly matches the User Group name, including capitalization and spacing. Any difference in spelling will prevent the label from working correctly.
Apply the label to any report you want that User Group to access. Multiple labels can be applied to a single report, allowing multiple User Groups to share access to the same report.
Once the label is applied, members of the restricted User Group will see only the labeled reports when they navigate to Insights, with the restricted interface applied.