Reporting Governance ensures that data visibility in reports is controlled and aligned with organizational access rules. When a work queue is configured, users will only see the corresponding work queue in reports if it has been explicitly shared with them. If it is not shared, the user will not be able to access or view data for that work queue in reporting.

Work Queue Governance is supported across Service Analytics reports to ensure that users can only view Work Queue information they are authorized to access.

When governance is enabled, you can only view Work Queues that have been explicitly shared with you. Any unauthorized Work Queues are automatically excluded from reports, including their names and underlying IDs. This governance behavior is applied consistently across the Reporting UI, report exports, and filter selections.

The same governance controls extend to all supported Work Queue-related dimensions, including:

• Work Queue
• Initial Work Queue
• Last Work Queue
• Other supported Work Queue-related dimensions

This ensures that Work Queue data remains visible only to authorized users across all reporting experiences.

Key Benefits

• Enhanced Data Security: Prevents teams from accessing sensitive information in work queues they are not authorized to view.

• Controlled Visibility: Ensures users only see the work queues relevant to their role.

• Improved Compliance: Reduces the risk of accidental data exposure across teams.

• Scalability: Supports organizations with multiple teams by providing governance that scales with business needs.

Key Scenarios

In companies with multiple teams, each team may have its own work queue. Without governance, all teams could potentially see data from other teams in reports, leading to visibility gaps and compliance risks. With work queue–level governance enabled, reporting becomes more secure and team-specific, ensuring only authorized data is accessible.

Steps to Configure Work Queue Governance

1. Click the New Tab icon. Within the Sprinklr Service tab, click Unified Routing under Routing.

2. From the left side pane, select Queues.

3. Click Add Work Queue in the top right corner.

   

4. In the Share Settings, select Visible to all users if you want to make the queue accessible to all. You can also define specific users or groups who can access the queue.

   

Work Queue Governance Support Across Reports

Work Queue Governance is available in all reports that support Work Queue dimensions, including reports across Service Analytics.

Supported Reports:

1. Assignment Engine Report (per Assignment) & Voice Queue (per Assignment)

2. Assignment Engine Report (per Conversation) & Voice Queue (per Assignment)

3. Voice Report & Voice Report (Customer), Voice Queue Initial Report

4. Voice Agent Performance Report & Agent Voice Performance, Agent Detailed Transfer Report

5. Case SLA Report & Digital Agent Performance Report, Digital Queue Report, Case Processing Time Report

6. Inbound Case Report & Omnichannel Case Summary Report

7. User Occupancy Report

8. Current Assignment Report

9. Voice Queue Report

10. User Occupancy

11. Current Assignment

12. Voice Queue Report