Example 2 - Small contact center with two supervisors
The example suggests roles and permissions for a small contact center with two campaigns monitored by two supervisors.
A contact center runs the campaigns Inbound and Outbound. The users of the contact center are as follows:
- Sup1: Supervisor monitoring the campaign Inbound.
- Sup2: Supervisor monitoring the campaign Outbound.
- Ag1 to Ag5: 5 agents working in both campaigns.
- Ag6 to Ag15: 10 agents working in the campaign Outbound.
The tables below display the roles and corresponding permissions for the users of the contact center.
|
Role |
Users |
|---|---|
|
Supervisor A |
Sup1 |
|
Supervisor B |
Sup2 |
|
Agent |
Ag1 to Ag15 |
Supervisor A
The table below displays the most relevant permissions of the role Supervisor A.
|
Base permissions |
Specific permissions |
Read |
Write |
State change |
Workforce management |
|---|---|---|---|---|---|
|
Agent |
|
No |
No |
No |
No |
|
|
Ag1 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag2 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag3 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag4 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag5 |
Yes |
Yes |
Yes |
Yes |
|
|
Sup1 |
Yes |
Yes |
Yes |
|
|
Campaign |
|
No |
No |
No |
No |
|
|
Inbound |
Yes |
Yes |
Yes |
Yes |
Supervisor B
The table below displays the most relevant permissions of the role Supervisor B.
|
Base permissions |
Specific permissions |
Read |
Write |
State change |
Workforce management |
|---|---|---|---|---|---|
|
Agent |
|
Yes |
Yes |
Yes |
Yes |
|
|
Sup1 |
No |
No |
No |
No |
|
|
Sup2 |
|
|
|
No |
|
Campaign |
|
No |
No |
No |
No |
|
|
Outbound |
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 |