Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature Request

Introduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.

Business Need

Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.

This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.

Proposed Enhancement

Add a dedicated role permission such as:

• Permission: View Shared Real-Time Dashboards

This permission should:

• Be assignable independently of Supervisor or Administrator roles.

• Allow users with the Agent role to view only Shared Real-Time Dashboards that have been explicitly shared with them.

• Prevent agents from creating, editing, deleting, or sharing dashboards.

• Restrict access to dashboard management settings and other administrative functions.

Benefits

• Improves operational visibility for agents.

• Enables organizations to share live performance metrics securely.

• Maintains the principle of least privilege through granular role-based access control.

• Reduces the need to assign elevated permissions solely for dashboard visibility.

• Supports contact centers that want agents to monitor real-time KPIs without exposing sensitive administrative capabilities.

Expected Outcome

• Administrators can grant selected agents read-only access to Shared Real-Time Dashboards through a dedicated permission, allowing agents to view relevant live operational data while preserving existing security and administrative controls.