Example 4 - Small contact center operating on two sites

The example suggests roles and permissions for a contact center running campaigns on two sites.

A contact center runs the campaigns SalesLisbon and SupportLisbon in Lisbon, and the campaigns SalesLondon and SupportLondon in London. The users of the contact center are as follows:

Sup1: Supervisor monitoring the campaigns SalesLisbon and SupportLisbon. The supervisor must also be able to view the campaigns and agents of the London site.
Sup2: Supervisor monitoring the campaigns SalesLondon and SupportLondon. The supervisor must also be able to view the campaigns and agents of the Lisbon site.
Ag1 to Ag15: 15 agents working in the campaigns SalesLisbon and SupportLisbon.
Ag16 to Ag45: 30 agents working in the campaigns SalesLondon and SupportLondon.

The tables below display the roles and corresponding permissions for the users of the contact center.

Role	Users
Supervisor Lisbon	Sup1
Supervisor London	Sup2
Agent Lisbon	Ag1 to Ag15
Agent London	Ag16 to Ag45

Supervisor Lisbon

The table below displays the most relevant permissions of the role Supervisor Lisbon.

Base permissions	Specific permissions	Read	Write	State change	Workforce management
Agent		Yes	No	No	No
	Ag1		Yes	Yes	Yes
	Ag2		Yes	Yes	Yes
	Ag3		Yes	Yes	Yes
	Ag4		Yes	Yes	Yes
	Ag5		Yes	Yes	Yes
	Ag6		Yes	Yes	Yes
	Ag7		Yes	Yes	Yes
	Ag8		Yes	Yes	Yes
	Ag9		Yes	Yes	Yes
	Ag10		Yes	Yes	Yes
	Ag11		Yes	Yes	Yes
	Ag12		Yes	Yes	Yes
	Ag13		Yes	Yes	Yes
	Ag14		Yes	Yes	Yes
	Ag15		Yes	Yes	Yes
	Sup1		Yes	Yes
Campaign		Yes	No	No	No
	SalesLisbon		Yes	Yes	Yes
	SupportLisbon		Yes	Yes	Yes
Site		Yes	No	No	No

Supervisor London

The table below displays the most relevant permissions of the role Supervisor London.

Base permissions	Specific permissions	Read	Write	State change	Workforce management
Agent		Yes	Yes	Yes	Yes
	Ag1		No	No	No
	Ag2		No	No	No
	Ag3		No	No	No
	Ag4		No	No	No
	Ag5		No	No	No
	Ag6		No	No	No
	Ag7		No	No	No
	Ag8		No	No	No
	Ag9		No	No	No
	Ag10		No	No	No
	Ag11		No	No	No
	Ag12		No	No	No
	Ag13		No	No	No
	Ag14		No	No	No
	Ag15		No	No	No
	Sup1		No	No	No
	Sup2				No
Campaign		Yes	No	No	No
	SalesLondon		Yes	Yes	Yes
	SupportLondon		Yes	Yes	Yes
Site		Yes	No	No	No

Agent Lisbon

The table below displays the most relevant permissions of the role Agent Lisbon.

Base permissions	Specific permissions	Read	Write	State change	Workforce management
Agent		Yes	No	No	No
Campaign		Yes	No	No	No
Site		No	No	No	No
	Lisbon	Yes

Agent London

The table below displays the most relevant permissions of the role Agent London.

Base permissions	Specific permissions	Read	Write	State change	Workforce management
Agent		Yes	No	No	No
Campaign		Yes	No	No	No
Site		No	No	No	No
	London	Yes