The ability to control what teammates can see is crucial for maintaining data privacy and operational independence, especially when you have multiple BPO (Business Process Outsourcing) partners working in the same workspace.
You can now use the Can view all teammate and team details permission to control who can see what.
How it teammate and team visibility works
The Can view all teammate and team details permission is part of your teammates settings. When it's enabled, a teammate can see all teams and teammates across your workspace, which is the default behavior.
When this permission is disabled, the teammate can only see:
The teams they are members of
The teammates who share those inbox teams with them
What happens when visibility is restricted?
If a teammate is on a conversation previously handled or assigned to someone outside their visible scope, the external teammate and their team will appear as "Redacted". This ensures no personal or sensitive information is exposed to teams who don't need to see it.
The dropdown would be filtered out only to show the teams you are part of and teammates you share team with.
The teammate will have restricted reporting access.
Why teammate and team visibility is important
Using this permission helps you:
Improve data privacy and compliance. By limiting visibility, you can better protect sensitive information and ensure compliance with regulations like GDPR.
Maintain operational independence. Each BPO can work securely and independently without being able to view details about other vendors' teams and teammates.
Reduce manual workarounds. This feature removes the need for complex workarounds to manage different BPO partners in a single workspace
Restricted reporting access
Without Can view all teammate and team details permission, reporting visibility is restricted. The teammate will automatically have filters applied across all reports. These filters ensure they only see data that’s relevant to the teams and teammates they have access to.
Here’s how it works:
Scoped reporting views — Metrics, drill-downs, exports, and shared reports will only include data from the teammate’s assigned teams and teammates.
Redacted data — Any teams or teammates outside their visibility scope will appear as “Redacted” in reports and data breakdowns.
External sharing disabled — The teammate won’t be able to share reports externally.
Limited report access — The teammate won’t be able to view legacy reports or survey reports.
Unsupported metrics — For certain unsupported metrics, the teammate will see no data.
List of unsupported metrics:
Teammates using Copilot
Conversations using Copilot
Copilot conversation usage rate
Copilot questions
Replied conversations with at least one Copilot answer
Conversations with one Copilot answer copied
Copilot copied answer rate
Teammate time active
Teammate time away
Teammate time away & reassign
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