Displaying Customer Information On The Stream
The Stream is your window to real-time feedback in Agent Connect, and displaying customer information (like the customer's name and email address, for example) can provide more context when reviewing responses. Some teams prefer not to display customer data on the Stream for specific user roles like Team Members, while they do want Team Leaders and others to have access to view customer information on the Stream. We leave the choice up to you!
To adjust which users have access to customer information on the Stream according to Role you can adjust the permissions for each Role to include or exclude the permission ‘View Customer Information on Stream’.
While logged into Agent Connect as an Admin, click the gear icon in the upper right-hand corner of the screen to access the admin panel.
Select Manage Team and once on the page select the Roles tab from the top of the page to view the Roles enabled for your environment.
Click on the row of the Role you're looking to review or edit or select the triple dot icon and choose ‘Edit Role’ to view the Role permissions.
Within the Feedback permissions of the Role the ‘View Custom Information on Stream’ permission will be available which can be enabled or disabled for the specific role. This can then be edited for all existing Roles and included or excluded from future custom Roles.
Link to Original Ticket
On the other hand, we will always display a link back to the original ticket for the interaction a response on the Stream originated from (if it's provided to us by your integration). This allows for valuable insight and real-time coaching opportunities, but it's important to note that agents will be able to access customer information by simply viewing the original ticket.
For questions regarding what customer data is available to your team on the Stream, please reach our Support Team or your Professional Services team.