TMI Much? Not with Brightmetrics

Managing others can be stressful.

Of course, it’s rewarding to see your employees grow, change, and succeed. But, let’s face it, sometimes it’s tough being the one in charge… heavy is the head that wears the crown (and all that stuff).

 

via GIPHY

 

I’m sure you can relate. 😏

 

And to prove this, in a contact center setting, your responsibilities are various and all-encompassing

 

From training individual agents to stepping in as a back-up during busy hours to gathering the right metrics to share with executives on how the team is doing, it’s easy to see why being the boss is hard stuff.

 

A good way to alleviate some of the pressure managers feel about guiding their agents’ performance towards optimal performance is to allow agents access to their own analytics in Brightmetrics. That way, they can manage their own performance throughout the day, week or even month.

 

Now, the tricky issue that many managers face is that while they want to empower their agents with transparency about their own performance, they don’t want their agents to see everyone’s metrics in the contact center.

 

Luckily, Brightmetrics has an easy solution for those of you that’d like to:

1. Allow agents to see their own analytics
2. Keep them restricted to seeing the information that is relevant to them only

 

As long as you are a Company Administrator in Brightmetrics, you have the ability to create restricted users. This user configuration ensures that your agents will only have access to reports and/or dashboards shared with them by others. It’s as simple as giving them “View Company data” permission only when creating them in the User’s management page.

 

Also, restricted users will not be able to create additional reports or dashboards and will not be able to change enforced filters on reports or dashboards shared with them. This is really important to understand because unless you share a Dashboard or a Report with them on creation they won’t see anything interesting in Brightmetrics at all.

 

When you set up a user as a “View Company data” only permissions user, from that point forward all you have to do to make sure they are getting value in Brightmetrics is share specific reports and/ or dashboards with them!

We’ve got tons of step by step instructions in our Help Center, but for example, you’ll want to make sure you share a dashboard with them since they can’t create their own.

 

Follow these instructions:

 

First, you’ll want to go to the Sidebar Menu and click on Edit Dashboard.

 

Second, you’ll navigate to the top right corner and click on Tab Permissions.

 

 

After, find the user you’d like to share that dashboard with and click on the checkbox under “View” that is next to their name.

 

Finally, click Okay.

 

After you’ve saved your dashboard settings, you’ll have shared a specific perspective with a restricted user!

 

 

After, find the user you’d like to share that dashboard with and click on the checkbox under “View” that is next to their name.

 

Finally, click Okay.

 

After you’ve saved your dashboard settings, you’ll have shared a specific perspective with a restricted user!

 

More on restricted users!

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