Dear Users,
As part of our continued efforts to enhance configuration consistency and streamline user management, we are introducing updates to the Queue Visibility Permissions in the upcoming release.
These changes are designed to improve the user experience for Supervisors, eliminate confusion caused by current permission configurations, and align visibility settings strictly with their intended purpose.
Background
In the current scenario:
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Supervisors are unable to add users to agent groups when their Queue Visibility Permission is set to “None.”
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When set to “Self,” Supervisors can add new users, but only to the agent groups they themselves belong to.
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These restrictions do not impact other configuration areas such as Queues, Skills, or Agents — but have led to an inconsistent experience specifically in managing agent groups.
Several defects and support tickets were raised due to this change in Behavior, where agent groups would be created and later vanish after configuration, caused by permission conflicts.
This inconsistency stems from the overlap between queue visibility permissions and agent group management rights.
What’s Changing?
1. Renaming & Functional Scope Update
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Queue Visibility Permission will be renamed to Monitor Queue Visibility.
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Updated Functionality:
This permission will now only control access to queues in the Monitor tab. It will no longer influence the ability to manage agent groups or affect user creation.
Subtext in UI: “Determines which queues can be accessed by the user”
2. Removal of the “None” Option
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The “None” selection will be removed from the Monitor Queue Visibility options.
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This option has been found to cause inconsistent behavior and confusion in managing agent groups.
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Its removal ensures cleaner, conflict-free permission management moving forward.
3. Backward Compatibility Handling
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For existing customers currently using the “None” setting in Queue Visibility Permissions:
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These settings will be automatically updated to “Self” during the upcoming release.
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This ensures affected users maintain queue visibility for their associated queues in the Monitor tab, preventing disruption to daily operations.
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This change builds on a security enhancement introduced in version 3.11.0 which enforced queue visibility permissions for both system and custom roles.
Prior to this version, visibility permissions were not correctly enforced, allowing users to access data across all queues and agent groups regardless of their role.
These changes will be rolled out in the next platform release.
For further questions or clarifications, please reach out to your Customer Success Manager or contact Support.
Thank you for your continued partnership!