Authorization Requests
Users can request access to conversations based on users/groups, cases and labels.
In the menu, navigate to Workflows -> Request Access menu. If there is an existing workflow based on the user or group settings of the logged in user, then the Requested Data drop-down menu will appear. Select one of the available options:
- Request Access to Users/Groups
- Request Access to Case
- Request Access to Label
Once the Request Data setting is set, the workflow details appear. At the Authorization Request section, general information has to be provided.
| Line Item | Description |
|---|---|
| Approval Workflow | This request will go through the steps of the approval workflow that is displayed in that line |
| Reason | The users need to specify why they are requesting access to conversations. The approvers will see this comment and can decide based on this if the access request is valid or not |
| My Group Related to this Request | Which Group's Manager needs to approve the request. This option only appears if the workflow has been configured with the option Group Manager(s) of Requester for the approvers. For more details refer to the Creating a Workflow article |
| Expiration Date | The authorization request will be automatically dismissed if it has not been approved by the Expiration Date |
Requesting Access to Conversations
The following sections describe the required fields based on the option selected at the Requested Data setting.
Request Access to conversations of certain Users/Groups
| Line Item | Description |
|---|---|
| Group Access Role | Defines what type of access is required
|
| Date From | Access will be granted to conversations that took place after this date |
| Date Until | Access will be granted to conversations that took place before this date |
| Groups | Access will be granted to the conversations of the groups that are moved to the right pane |
| Users | Access will be granted to the conversations of the users that are added here |
Request Access to conversations in certain Cases
| Line Item | Description |
|---|---|
| Requested Case | Access will be granted to the conversations in this Case |
| View Conversations | The user will be able to see the conversations, but this does not include playback rights |
| Playback Conversations | The user will be able to listen to the conversations |
| Add/Remove Conversations | The user will be able to Add/Remove conversations to/from this Case (permission will be given to Add/Remove the labels that belong to this case) |
Request Access to conversations that have been marked with specific Labels
| Line Item | Description |
|---|---|
| Requested Label | Access will be granted to the conversations that are marked with this Label |
| View Conversations | The user will be able to see the conversations, but this does not include playback rights |
| Playback Conversations | The user will be able to listen to the conversations |
| Add/Remove Conversations | The user will be able to Add/Remove this Label to/from conversations |
If everything is set, click on the Save button to submit the workflow.
Displaying Submitted Requests
Users can see the submitted requests under the Workflow > Requests menu item. The following filters are available:
- My Requests - Users can see the requests that they have submitted
- All Requests - Users can see the requests that have been submitted. (Only those are displayed that the user has access to)
- Requests to Approve - The requests that are currently waiting to be approved by the logged in user
Requests to Approve page
The Authorization Requests are displayed on this page that the logged in user has the rights to approve.
It shows who submitted the request and when, displays the reason that the requester entered and what data the user would like to gain access to.
The request can be approved, rejected or escalated after clicking on the request.
| Section | Description |
|---|---|
| Approval History | In the Approval History section, it is clearly visible who submitted the request and which steps the workflow has progressed through so far. The events are also listed, like who received the Approval Request or who accepted, escalated or rejected the request. |
| Latest Step | In the Latest Step section, the system shows which step the workflow is currently in and what is needed to complete this step. In the Approvers line, all of the people are listed who have the right to approve this request. Only one person needs to evaluate the request (accept, escalate, reject) |
| Approval | In the Approval section, the approver can comment on why he is making the given decision (For example explaining why the user cannot gain access to what has been requested) |
Configuring Workflow Rights
The user rights connected to compliance workflows can be configured for each role in the system.
Regular User Permissions section
Preview Conversation - This will only give the user the ability to play back the first part of the conversation (Duration is configurable, default is 15 seconds). Based on that they can submit an authorization request for those conversations.
Send Authorization Requests - Gives the user the right to submit authorization requests as shown in the first part of this article
View Authorization Requests - Gives the user the right to see the authorization requests that have been submitted by other people. In most cases this is a right for a system supervisor
Administrative Permissions
Workflow Configuration - Each person can have different rights regarding the configuration of compliance workflows. The following rights can be given: Read, Update, Create, Delete