Business Case
Many organizations operate multiple departments, business units, tenants or outsourcing partners within the same Bright Pattern environment. Administrators often need to provide specific wallboards only to selected teams or supervisors.
Today wallboards are either private or globally available. A more granular permission model would improve usability, governance and data separation.
Benefits for all customers
- Better separation between departments and business units.
- Prevents users from being overwhelmed by irrelevant wallboards.
- Simplifies deployment in multi-tenant and BPO environments.
- Supports compliance and internal data governance requirements.
- Reduces administration effort because separate wallboards do not have to be duplicated for different user groups.
- Creates a more personalized Agent Desktop experience.
Example Use Cases
- Outsourcing providers serving multiple customers.
- Utilities, banks and insurance companies with several service teams.
- Enterprises with regional contact centers.
- Organizations using Bright Pattern in multiple business units.
Key Message
Wallboards should support the same level of access control as other enterprise resources. Visibility should be configurable by Team, Role or Individual User.