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Scopes in Live Reporting
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Scopes in Live Reporting determine which data users can view in Live dashboards. Administrators can configure scopes through Roles & Permissions to control visibility based on organizational needs.

Overview

By applying scopes, organizations ensure that users only access information relevant to their roles. For example, supervisors may need to view data for a specific team or queue, while other users may require visibility restricted to their own data.

Currently, Live Reporting supports the following scope types:

  • Queues (or Ring groups): Restricts data based on the queues assigned to the agents.
  • User: Restricts agents to viewing only their own performance data, keeping sensitive or unrelated information out of their view.
  • Team: Filters data by the team of the agent and the queues assigned to that team.
  • Child teams: Filters data by the child teams of the agent and the queues assigned to those teams.
  • Team + Child teams: Filters data by the team and child teams of the agent, including only the queues assigned to those teams.

 

Table of Contents 

Configuring Scopes for Live Reporting

Administrators can configure scopes through Roles & Permissions. 

To configure a scope:

  1. Navigate to Admin [1].
  2. Select Roles & Permissions [2].
  3. Select the role you want to configure [3].

  1. Open the Permissions tab [4].
  2. Click Edit [5].

  1. Navigate to Reporting: Live [6].
  2. Under Scope [7], select the desired option:
    • All
    • Queue (or Ring Groups)
    • User 
    • Team
    • Child teams
    • Team + Child teams
  3. Save [8] the changes.

Once configured, users assigned to that role will only see Live Reporting data according to the selected scope.

 

Scope Types

Queue Scope

When this scope is applied, users can only view information related to the queues assigned to them. This can be used by supervisors or managers responsible for monitoring the performance and activity of particular queues.

Use cases

  • Monitoring inbound queues for specific departments.
  • Supervising support or sales queues.
  • Tracking queue-level performance metrics.
     

User Scope

When this scope is applied, users can only view their own data. This scope improves data privacy and security by preventing agents from accessing unrelated or sensitive data, while keeping their reporting view clear and focused.

Use cases

  • Restricting dashboard access to specific agents.
  • Providing limited reporting visibility for operational roles.
  • Creating highly targeted monitoring permissions.

How it Works

Agents with User Scope will only see data filtered to their own user in the following widgets:

 

For other widgets, as the metrics cannot be filtered by user, a "Restricted access" message will be displayed instead.

 

Team Scope

This scope filters data by the user's assigned team and the queues directly tied to that team. This ensures the Live experience is fully tailored to the team's specific activity.

Use Cases

  • Supervisors spend less time sifting through data from other departments by viewing only their team's metrics.
  • Dashboard filters and search results automatically reflect only the team's activity.

How it Works

Agents with Team Scope will only see data filtered in the following widgets:

For other widgets, as the metrics cannot be filtered by Team, a "Restricted access" message will be displayed instead.

Child Teams Scope

This scope filters data by the user's child teams and the queues assigned to those specific teams.

Use Cases

  • Supervisors and managers can monitor the performance of all sub-teams within their department without viewing the entire organization's data.

How it Works

Agents with Child Teams Scope will only see data filtered in the following widgets:

 

For other widgets, as the metrics cannot be filtered by a team, a "Restricted access" message will be displayed instead.

Team + Child Teams Scope

This scope provides a consolidated view of the data from the user's own team and all assigned child teams, including their respective queues.

Use Cases

  • Managers who oversee both a direct team and several sub-teams can view all relevant activity in a single dashboard.

How it Works

Agents with Team Scope will only see data filtered in the following widgets:

 

For other widgets, as the metrics cannot be filtered by a team, a "Restricted access" message will be displayed instead.

Comparing Scope Types 

Scope Type Description for Live Dashboard
Queue Filters data by the user’s assigned queues.
User

Filters data by the user.


Note: A contact is only assigned to a user after it is answered by them.
Team

Filters data by the user’s team and the queues assigned to that team.


 

Note: A contact is only assigned to a team and user after it is answered by them.
Child Teams Filters data by the user’s child teams and the queues assigned to those teams.
Team + Child Teams Filters data by the user’s team and child teams and by the queues assigned to those teams.
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