Interaction Visibility Support in User Macros
Updated
Managing teams in a contact center is often dynamic. Supervisors and quality managers may change teams frequently based on business needs. In such cases, keeping interaction access updated manually can become time‑consuming and error‑prone.
To solve this problem, Interaction Visibility (IV) support has been added to user‑level macros. This enhancement allows administrators to update interaction visibility for users automatically or manually using macros, in the same way supervisor team updates are handled today.
With this change, quality managers and other users always have access to the right interactions based on the latest team alignment.
Interaction Visibility
Interaction Visibility controls which interactions (such as voice recordings) a user can view or access. By managing this field correctly, organizations can ensure that supervisors and quality managers only see interactions relevant to their assigned teams.
User Macros
Interaction Visibility is now supported in User Macros with the following capabilities:
The IV field can be added to macro descriptions.
Both dynamic user groups and static user groups can be selected as inputs.
The IV field is available as an action in:
Manual Tasks
Auto Tasks
The field is visible in user macro settings only when a specific DP is enabled.
This behavior is similar to how the supervisor team field works today, making the experience consistent and easy to understand.
Note: Access to this feature is controlled by DP - VOICE_RECORDING_SEGMENTS_ENABLED dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Applying Interaction Visibility to a Macro
Search for Macro in the Universal Search bar.
On the General Settings page, click Macros from the left panel.
Click + Create Macro from the top right corner.
Please enter the basic details as per your requirements.
In the Apply macro on field, select User from the dropdown.
Under the Set Actions tab, select Set Interaction Visibility (User Action) under the Automated Actions. Select one or more user groups (static or dynamic). This action runs automatically whenever the macro is applied.
Supported User Groups
The Interaction Visibility field supports:
Static user groups
Fixed groups defined by administrators.Dynamic user groups
Groups created using rules, such as team, role, or reporting structure.
Both options give flexibility to match different organizational setups.