Restrict Access to the Queue

Administrators can restrict agent access to the queue using role permissions. For example, if the administrator does not want any agents to have access to the queue, he/she can edit the permissions for the agent role to hide the queue. Alternatively, administrators can create a custom role that hides the queue from agents that are assigned to the role. NOTE: For instructions on creating roles, please see Creating Roles.

 
Follow these steps to hide the queue from agents:

Applies to SmarterTrack 11.x-12.x

  1. Login to the SmarterTrack management interface as an administrator.
  2. Go to Settings >> Manage >> Roles.
  3. Select the Agent role and click Edit in the content pane toolbar.
  4. Click the Options tab.
  5. Change the Distribution field to Custom. This will enable access to the Distribution tab.
  6. Click the Distribution tab.
  7. Uncheck the View queue checkbox.
  8. Click Save.

Applies to SmarterTrack 6.x - 10.x

  1. Login to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Roles in the navigation pane. A list of available roles will load in the content pane.
  5. Select the Agent role and click Edit in the content pane toolbar.
  6. Click the Options tab.
  7. Change the Distribution field to Custom. This will enable access to the Distribution tab.
  8. Click the Distribution tab.
  9. Uncheck the View queue checkbox.
  10. Click Save.

For more information regarding the distribution options, please refer to the Roles section of the SmarterTrack Online Help.

 

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