Restricting Data by Agent Hierarchy
Certain areas can have their contact restricted by agent hierarchy. This means that a user is only able to see content which relates to agents at the same hierarchy level or below.
SmartAgent
The following areas within SmartAgent support restricting content by agent hierarchy:
| Area of SmartAgent | Permission to remove restriction* |
|---|---|
| Contact Search (includes recordings and transcripts) | Derestrict Contact Access |
| Real-time metrics → Agents (includes routing profile switching) | Derestrict Agent Access |
*Users with this permission in one of their roles will be able to see content regardless of their agent hierarchy.
Amazon Connect
The following areas within the Amazon Connect Console support restricting content by agent hierarchy:
- Contact Search (includes recordings and transcripts)
Users must have the Restrict contact access permission within one of their security roles for this restriction to take effect.