A user’s scope is determined on login. If new entities are created after login (for example, users or teams added by syncing with the ACD), the user’s scope will include those entities only after logging out and logging back in.
NOTE Contacts previously recorded and tagged with metadata used for a QM view will be included in the returned results for the view. The first time you access contacts using a QM view, you will experience a delay, as the application performs its initial database search for that view.
If your organization uses QM views instead of configuring user scope via the Users page, the Organization filter on the Recordings page works like this for users who have a QM view assigned but no assigned scope:
- The Group and Team drop-downs are set to All and cannot be changed.
- The Agent drop-down shows all agents’ names.
An entity can be included in multiple views, and a user can be assigned to multiple views.
Choose a unique name for the view or select an existing view.
NOTE EnterpriseView is a system view and cannot be renamed or deleted.
|Select the Activate check box to activate the view. A view cannot be used unless it is activated.
Use the fields in this section to create rules for defining the metadata for limiting the scope for this view.
To delete a rule, click the X next to the desired rule.