Example 5 - Small outsourced contact center
The example suggests roles and permissions for an outsourced contact center.
An outsourcer runs the campaigns Inbound and Outbound for one of the customers. The outsourcer shares the same Altitude uCI Server to run campaigns for several customers. The users of the customer 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.
- Ag5 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 |
|
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 |
|
|
Ag6 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag7 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag8 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag9 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag10 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag11 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag12 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag13 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag14 |
Yes |
Yes |
Yes |
Yes |
|
|
Ag15 |
Yes |
Yes |
Yes |
Yes |
|
|
Sup2 |
Yes |
Yes |
Yes |
|
|
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 |