Data Available Across Customer Agents

We have customer agents defined in the system to go along with our own agents. These customer agents should only be able to see their own customer info. In the system, they are restricted to their own group and queue.

The problem is when a customer agent logs into the system, they are able to access data from other customers. Some examples are:

Choose Customers -> Customer Information Center -> Customer
- The restricted agent user can type anything into that field. If they happen to type in first few characters of a different customer ID, it will autofill with that customer and take them to that customer's screen.
- Same thing happens if they choose the Customer User in that same window.
- The agent can then see the other user's information and open tickets for them.
- Same thing for Customers -> Customer User Information Center

Choose Tickets -> New Phone Ticket (or Email Ticket)
- When restricted agent user enters text into the Customer User field, it will auto populate with everything that matches, including users not assigned via the group or queue.

Is this the expected outcome or is it a bug? How do we create real separation between agents?

Thanks

Statistics: Posted by chrisw115 — 27 Jan 2024, 22:42 — Replies 0 — Views 26

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