Example 1 - Small contact center
The example suggests roles and permissions for a small contact center with two campaigns monitored by one supervisor.
A contact center runs the campaigns Inbound and Outbound. The users of the contact center are as follows:
- Sup: Supervisor monitoring both campaigns.
- Ag1 to Ag10: 10 agents working in both campaigns.
The tables below display the roles and corresponding permissions for the users of the contact center.
|
Role |
Users |
|---|---|
|
Supervisor |
Sup |
|
Agent |
Ag1 to Ag10 |
Supervisor
The table below displays the most relevant permissions of the role Supervisor.
|
Base permissions |
Specific permissions |
Read |
Write |
State change |
Workforce management |
|---|---|---|---|---|---|
|
Agent |
|
Yes |
Yes |
Yes |
Yes |
|
|
Sup |
|
|
|
No |
|
Campaign |
|
Yes |
Yes |
Yes |
Yes |
Agent
The table below displays the most relevant permissions of the role Agent.
|
Base permissions |
Specific permissions |
Read |
Write |
State change |
Workforce management |
|---|---|---|---|---|---|
|
Agent |
|
Yes |
No |
No |
No |
|
Campaign |
|
Yes |
No |
No |
No |