The platform allows administrators to control visibility of Work Queues and Skills through sharing permissions. These permissions determine which users can access specific queues or skills. However, by default, these permissions are not automatically enforced across all areas of the platform—such as Rule Engine, Workflows, IVR, Reporting, or Record Managers.

To ensure consistent enforcement of sharing permissions across different product surfaces, the platform uses two Dynamic Properties (DPs):

• AE_WORK_QUEUES_VISIBILITY_APPLY_SECTIONS – Applies visibility rules for Work Queues

• SKILL_VISIBILITY_APPLY_SECTIONS – Applies visibility rules for Skills

These properties define where (which sections of the platform) visibility rules should be applied.

Dynamic Properties

1. AE_WORK_QUEUES_VISIBILITY_APPLY_SECTIONS: Controls visibility of Work Queues across selected platform areas.

2. SKILL_VISIBILITY_APPLY_SECTIONS: Controls visibility of Skills across selected platform areas.

Both properties support the same set of values:

• FEED

• LOOKUP

• RULE_ENGINE

• ENTITY_RESOLVER

Each value corresponds to a specific platform section and determines how visibility rules are enforced.

Values and Applicable Areas

FEED

• Purpose: Applies visibility rules in Record Managers

• Behavior: Users see only queues or skills shared with them when viewing records

• Applicable Areas:

  • Queue Record Manager

  • Skill Record Manager

LOOKUP

• Purpose: Applies visibility rules to lookup-based selectors

• Behavior: Limits selectable queues or skills in UI dropdowns and filters

• Applicable Areas:

  • “Assign To” macros

  • Reporting filters

  • Record Manager filters

  • Entity Studio lookup fields

RULE_ENGINE

• Purpose: Applies visibility rules within the Rule Engine

• Behavior: Users configuring rules can only select queues or skills shared with them

• Applicable Areas:

  • Rule Engine conditions and actions

ENTITY_RESOLVER

• Purpose: Applies visibility rules when records are fetched programmatically by workflows

• Behavior: Used in process engines such as IVR, Guided Workflows, ACW, and GW

• Applicable Areas:

  • IVR workflows

  • Guided workflows

  • Process engine workflows that fetch Work Queues or Skills

Example

Imagine a platform with 10 Work Queues:

• 5 queues shared with User A

• 5 queues not shared with User A

If these DPs are disabled, User A may still see all 10 queues in areas like Rule Engine or Workflow configuration, even though only 5 are shared.

When these DPs are enabled, User A sees only the queues or skills explicitly shared with them, based on the section being accessed.

Behavior in IVR Workflows

In IVR and similar workflows, there is often no agent context because:

• The call has not yet been assigned to an agent

• The workflow runs under a system user or moderation user

Strict enforcement of sharing permissions in these cases would return no queues or skills, since the system user lacks explicit sharing mappings.

To prevent failures:

• When ENTITY_RESOLVER is enabled and the request runs under a system or moderation user context, the platform automatically returns all Work Queues or Skills available in the environment.

This ensures:

• IVR and system workflows function correctly

• Queue and skill resolution does not fail due to missing user context

The same behavior applies to both Work Queues and Skills.