Folders overview
Folders provide the means of organizing items you are required to work on, enabling you to view and access them easily and perform your tasks efficiently. In addition, if you are assigned the same folder as other users, you are able to share information with each other.
Each folder has a retention period defined for it, after which, the items are automatically removed from the folder by the system. Removed items are only removed locally from your folders. You can still search for the removed items using the Search functionality.
Folder assignments and visibility
You can access folders that are assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. application. However some folders are available for leaders only, some for employees only and some for both.
When accessing folders, you can only view your own items and items in your visibility. Items in your visibility are related to employees that are assigned to the groups and organizations over which you have scope. The visibility of a contact The entire communication experience for a customer, from beginning to end. and assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). is determined according to the employee associated with the first interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. of the contact.
In addition, evaluations and assessments folders do not consider forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. assignments. From the folder results set, you can view evaluations and assessments whose forms are not assigned to your group and role in the Assignment Manager. However, when accessing an evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer./assessment in the Interactions Review workspace Area within an application window where the user interacts with the program., you can only view those evaluations/assessments whose forms are assigned to you.
If your privileges or scope changes in the User Management Module that an administrator uses to create a profile for each employee in their organization. application, interactions, evaluations, or assessments in your folders to which you previously had privileges can no longer be accessed.