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Besides the “All” and “Ring groups” scopes, you can apply “Team”, “Child Teams”, and “Team + Child Teams” scopes in a role’s permissions for the following Talkdesk Explore areas:

• Create Custom
• Shared Reports
• Reports:
  • Contacts’ Volumes and Durations by day of the week Report
  • Contacts’ Ring Groups Summary Report
  • Teams’ Contacts Summary Report
  • Ring Attempts Report
  • Ring Attempts Summary Report
  • Users’ Contact Summary Report
  • Contacts Report
  • Contacts’ Volumes and Durations by hour of day Report
• Dashboards:
  • Inbound Contacts’ Volumes and Durations Dashboard
  • Ring Attempts Dashboard
  • Outbound Contacts’ Volumes and Durations Dashboard
  • Contacts’ Service Level Dashboard
  • Agent Contacts’ Volumes and Durations Dashboard

To learn more about applying scopes, please refer to the article Roles and Permissions.

Keep in mind that, when applying the Team scope to Explore reports and dashboards, there will be "competing" scopes, so Teams should be set up in a way that ensures you are seeing and analyzing accurate information. For example, when there are several BPOs (Business Process Outsourcing) sharing a queue, it is possible to monitor the performance of the different BPOs independently (in this case, each BPO should be set as a different team).

• Team Scope vs. Queue (Ring Groups) Scope Results
• Different Scope and Role Scenarios
  • Scope by Queue, Role: Agent
  • Scope by Team, Role: Agent
  • Scope by Child Teams, Role: Supervisor
  • Scope by Child Teams, Role: Supervisor
  • Scope by Team + Child Teams, Role: Supervisor

Team Scope vs. Queue (Ring Groups) Scope Results

Please consider the following schema:

Following this example, you can either apply the “Queue” Scope (“Ring groups” Scope in Roles and Permissions) as well as “Team”, “Child Teams”, or “Team+Child Teams” Scopes: 

• If you apply the “Queue” (Ring Groups) Scope, you’ll see the results per queue.
• If you apply the “Team”, “Child Teams”, or “Team+Child Teams”  Scopes, you’ll have the results by BPO1 (Team Nebula) and the results by BPO2 (Team Stellar), depending on the team you are managing or in which you are included. The results are shown by different BPOs (or teams).

Note: Bearing the above example in mind, we don’t recommend comparing the data obtained when applying Queue (Ring Group) Scope and Team Scopes side by side because their scopes differ and will consequently return different results for the same queries.

Different Scope and Role Scenarios

Consider the following teams’ structure:

The data you will be able to analyze is the one that is highlighted in the next use cases:

Scope by Queue, Role: Agent

Peter, as an Agent, should only see the contacts from the queues he’s part of when monitoring the Contacts Report.

If the scope that is applied to historical reports or dashboards, in Admin > Roles and Permissions, is Queue, the data that will be displayed will take into account all the results associated with that user's queues. In the example above, Peter is the Agent who is associated with the Support T1 and Billing queues. Therefore, the data that will be displayed will take into account all the interactions that were handled in those queues, regardless of the team and agent who handled them.

Scope by Team, Role: Agent

Peter, as an Agent, should only see the agents from the team he belongs to when monitoring the Contacts Report.

If the scope that is applied to historical reports or dashboards, in Admin > Roles and Permissions, is Team, the data that will be displayed will consider all the results associated with the team to which that user belongs. In the example shown, Peter is the Agent, and who is part of the Portugal team. Therefore, the data that will be displayed will consider all the interactions that were handled in that team, regardless of the queue where it was handled.

Scope by Child Teams, Role: Supervisor

Newman, as a Supervisor, should only see the contacts from the child team members of his team, when monitoring the Contacts Report.

If the scope that is applied to historical reports or dashboards, in Admin > Roles and Permissions, is Child Teams, the data that will be displayed will take into account all the results associated with the team led by that user. In the example shown, the Supervisor is Newman who leads the Scotland team. Therefore, the data that will be displayed will consider all the interactions that were handled by the Scotland team, regardless of the queue where it was handled, not considering the interactions that were handled by Newman (if applicable).

Scope by Team + Child Teams, Role: Supervisor

Newman, as a Supervisor, should only see the agents from the team he belongs to and their child team(s), when monitoring the Contacts Report.

If the scope that is applied to historical reports or dashboards, in Admin > Roles and Permissions, is for Team + Child Teams, the data that will be displayed will take into account all the results associated with the team that the supervisor is part of, as well as the results of all the teams that are below that team in the hierarchy. In the example shown, the Supervisor is Newman who is part of the UK team with Adam, who leads the Scotland and Wales teams. Therefore, the data that will be presented will take into account all the interactions that were handled by the UK team, regardless of the queue where it was handled.