Restricted sites

Plans and permissions:

• Create a site: Admin role, or a custom role with Configure team attributes set to Can view, create, edit, and delete all team attributes on the Configure tab
• Set a person’s site and restricted sites: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
• Let a team lead’s role approve requests: Admin role, or a custom role with Roles and permissions set to Can manage roles and permissions on the Configure tab

Use restricted sites to limit people to the team members in their own sites. They’re often used for teams at a BPO, so the BPO’s managers and team members see only their own people, or to let team leads approve requests only for the people they manage. You can use them anywhere you need to limit access to data.

To give someone restricted sites, go to Manage team > People management and select their name to open Edit person.

How restricted sites work

• A person’s role still decides what they can do, and their restricted sites decide whose data they can do it for. Restricted sites don’t give anyone a permission their role doesn’t have. See Roles and permissions.
• A team member belongs to one site, set in Site on their profile. A person can be restricted to one or more sites.
• On the Staffing timeline, People management, Agent scorecard, Team performance, and Schedule requests, people with restricted sites see only team members in their restricted sites.
• This works like a Site filter that they can’t remove. Assembled enforces it, so changing filters or links doesn’t get around it.
• On Schedule > Schedule requests, they can view and act on requests only from people in their sites.
• In BPO planning, people with restricted sites see only their sites, and upload commitments instead of requirements.

For example: Site A has a team lead and two team members, all with Site A as their restricted site. The team lead sees only themselves and the two team members on the Staffing timeline, People management, and Agent scorecard.

Data that can’t be filtered by site

Some data covers a whole channel or queue, not a site, so it can’t be limited to someone’s sites. By default, people with restricted sites, whatever their role, can’t see:

• Contact volume and other contact statistics
• Staffing forecasts, including Forecast > Manage forecasts
• The Forecasted vs actual report
• The summary panels on Team performance
• The Real-time overview

To change this for your company, contact our team. To see the volume a site handles, map that site’s contacts to its own queues. See Queues and exclusions.

Keep in mind: Admins can have restricted sites too, and the same limits apply to them. We don’t recommend restricting admin accounts.

Set up restricted sites

Important: If you add a restricted site to your own account, only someone without restricted sites can change or remove it later.

1. Go to Configure > Attributes, select the Sites tab, and add the site you want to restrict people to. See Team member attributes.
2. Go to Manage team > People management and select the person’s name to open Edit person.
3. If they’re staffable, under Filters, choose the site they belong to in Site.
4. In Restricted sites, choose the sites they can see.
5. Select Save changes.

The person now sees only people in their restricted sites. To lift the restriction, clear Restricted sites and save.

To restrict someone to a parent site, choose the parent site and all of its child sites in Restricted sites.

Limit a team lead to their own site’s requests

To let team leads review and approve schedule requests only for the people they manage, combine a role that can approve requests with restricted sites.

1. Make sure the site exists. To add one, see Team member attributes.

2. Check that the lead’s role can approve requests. By default, Team Leads can only view their own requests. Go to Manage team > Roles and permissions, open the lead’s role, and on the Schedule tab:

   • In Requests, set Schedule changes to Can approve and deny all.
   • In Time off, set Time off requests to Can approve, deny, edit, and cancel all agents’ time off requests, if leads approve time off too.

   Select Save changes. To keep the default Team Lead role as it is, create a custom role for leads instead. See Roles and permissions.

3. Go to Manage team > People management and select each team member the lead manages to open Edit person. Under Filters, set Site to the lead’s site, and select Save changes. To update many people at once, select them, then select Bulk actions > Edit people… > Site, choose the site, and select Apply changes. See People management.

4. Select the lead’s name to open Edit person, choose their site in Restricted sites, and select Save changes.

The lead now sees requests only from team members in their site, so they can’t approve or deny anyone else’s. To check, ask the lead to go to Schedule > Schedule requests and confirm that only their team members’ requests appear.

Note: If your leads manage teams that don’t line up with sites, our team can limit schedule change requests to each lead’s own teams instead. Contact our team to set it up.