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These are the factors that define call visibility of a user:
| Visibility factor | Description |
|---|---|
| User validity period | Only calls within the Users Valid From and Valid To time period will be visible for the User |
| User visibility window | The visibility of a user can be restricted to calls only in the last X hours using the "Unable to access calls older than" field on the User Configuration page |
| Extension assignments | The user will see calls for a phone Extension during the time period set under the Extension |
| assigned to the User. Users can have multiple extensions. | |
| Group supervisor rights | The user will see all calls of Group members of every group where the user is promoted to Group Supervisor. The historical scope of the calls can be configured with the Group Supervisor Access Scope permissions. |
| Group membership history | A Group Supervisor will see only calls recorded for the duration the supervisor rights are set for a supervisor. Moreover only those member calls will be seen, that came in during the membership period of the user. These periods can be manually modified on the Group Membership History page. |
| Access All rights | Users whose User Permission Scope is Access All can see all conversations in the system |
| Access extension with Labels | Labels can be configured in a way that they extend the visibility of calls to other users |
| Access extension with Cases | Cases can be configured in a way that they extend the visibility of calls to other users |
| Approval workflows | Users can request and be granted access to conversations through Approval Workflows |
| Info |
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The system keeps an audit log of every action of every user for security purposes. This audit log is available to users with System Administrator rights. |