Sharpen Insights is a powerful reporting feature within Sharpen’s core platform portfolio. The strength of the feature lies in it’s ability to filter and group a wide variety of sub-sets of data together resulting in accurate and easily configurable reports as well as highly visual charts and graphs for dashboards. This is available for both historical and real-time data.

There exists a need for restricting users at various levels to access only data they are approved to see and report on. The Insights Permissions Restriction and Insights Recording Access Restriction features serve this purpose by assessing the user’s User Group name when they navigate to the Insights main page.

If one or both of the features are enabled the user’s access to the do following will be removed:

Insights Permissions Restriction Feature

Insights Main Page Limitations

• View the New Report/New Chart/New Advanced Query buttons

• View the Default Segments Template/Interaction Summary Template

• View the Save/Edit/Delete options on reports in their visible list

• View the associated links to navigate to dashboards using the report

• View the Dashboards/Agent Vues/Derived Fields options in the left-hand navigation pane

• View existing reports that do not have the user’s User Group label applied

• View the '+' icon under the Labels section limiting their ability to create new labels

• View the ‘edit’ icon for Labels

Insight Report Limitations

• View the Dashboards/Agent Vues/Derived Fields/Advanced Query options in the left-hand navigation pane

• Change the filter options from the field drop-down menu

• Save reports

• Add/Remove fields

Insights Recording Access Restriction Feature

Insight Report Limitations

• View the magnifying glass within Insights reports

Feature Configuration

Both of these features function based on User Group membership. To enable the features administrators will navigate to the User Group main page and select the User Group containing the members they’d like to restrict within Insights and tick the tick-box to active for either the “Insights Permissions Restriction”, “Insights Recording Access Restriction” or both options and select the ‘Save’ option to save the changes made to the User Group.

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Insights Recording Access Restriction

Once the “Insights Recording Access Restriction” feature is enabled via the User Group configuration page agents within that User Group will be unable to see the Magnifying Glass ( ) icon within reports restricting their access to interaction Contact Cards containing information such as call recordings, call transcripts, interaction feedback, sentiment scores, sentiment analysis, etc.

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Insights Permissions Restriction

Following the enablement of “Insights Permissions Restriction” an administrator or supervisor without restricted access in Insights will be required to create a Label with the User Group name as the name (this Label name will be required to be spelled exactly the same way as the User Group name with no additional spaces or characters).

Once the label is created it can be applied to any existing report or any newly created report to allow for the restricted access of the users in the User Group. Multiple labels can be applied to the report allowing for multiple User Groups to have access to the report.

After the new label is applied to any desired new or existing reports, the users within that User Group with Insights access will see the new restricted view of the Insights main page.

Selecting a report from the list will navigate the user to the proper report with the internally restricted view of the report options.

Access to disable/enable the view options on fields, date range selection, field grouping, field calculations, field ordering, live data tracking and report exporting are all still available to the restricted user.

To disable these features an administrator on the account can navigate to the User Groups page and edit the desired User Group to disable the feature. Once the tick-box has been deactivated and the configuration re-saved the user’s unrestricted access will return.