Restricted access by task types and areas

To limit the users’ access to sensitive information there are a number of factors ensuring increased security. The following descriptions show how the normal access system in Telia CallGuide is somewhat enhanced for Interaction View.

Task types can be connected to designated subareas

The interaction for a contact with a specific task type is only seen by users belonging to the same subarea as the task type. Task types are connected to subareas via CallGuide Admin, The Entrances, menu choices and task types window, the Task types tab. For contacts without a task type, e.g. separate emails sent from CallGuide Agent or external calls, data is only seen by the users having worked with each respective contact. An interaction that you cannot open for access reasons is seen with a padlock in Interaction View in CallGuide Agent.

What can be stored and for how long

As an administrator you can decide which type of interactions you want to store per organisation area. In the Interaction View - Storage rules window you can set different limits to the storage time per task type.

Access functions in users’ access role

To use Interaction View in CallGuide Agent you require one of the following access functions in your access role:

View Interaction View, all interactions.
Required to do the following , in the organisation areas the user belongs or has access to:

• search manually and to have access to the automatic search,
• see all interactions, including contact data, email content as well as chat history,.

View Interaction View, allowed task types.
You need this access function to be able to

• search manually and to have access to the automatic search, in the organisation area you belong to,
• see all content in an interaction, whose task type is connected to any subarea you belong to,
• see all the content in an interaction, whose task type is not connected to any subarea at all, but still only for the organisation area you belong to.

System parameters correlating to access function

There are two system parameters correlated to the access function View Interaction View, allowed task types

The parameter ivAllowViewAllTasklessDetails rules if the user will be able to see details for all interactions lacking task type in the organisation area (1) or only the ones handled by the user himself (0). An example of an interaction lacking task type is an email sent without being a reply to an incoming email.

The parameter ivAllowAllTasksInSearchResult rules if the grid with the search result in CallGuide Agent will display rows with basic information about all matching interactions (1) or only those that the user has permission to view details for (0).

See System parameter tab Other

Audit Trail shows who has been searching

Other data protection directives are ensured by there being logs showing which users that have made searches in Interaction View. This so-called Audit Trail is however, only available for accredited personnel.