Example 6 - Small contact center on an ASP

The example suggests roles and permissions for an ASP contact center.

An ASP runs the campaigns Inbound and Outbound for one of the customers. The ASP shares the same Altitude uCI Server to run campaigns for several customers. The users of the customer contact center are as follows:

  • Sup: Supervisor monitoring both campaigns.
  • Ag1 to Ag10: 10 agents working in both campaigns.

The agents must not be able to see the campaigns and agents from other customers of the ASP. For example, when using an application that uses the Integration Server APIs.

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

 

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

 

Sup

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Inbound

Yes

Yes

Yes

Yes

 

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

 

No

No

No

No

 

Ag1

Yes

 

 

 

 

Ag2

Yes

 

 

 

 

Ag3

Yes

 

 

 

 

Ag4

Yes

 

 

 

 

Ag5

Yes

 

 

 

 

Ag6

Yes

 

 

 

 

Ag7

Yes

 

 

 

 

Ag8

Yes

 

 

 

 

Ag9

Yes

 

 

 

 

Ag10

Yes

 

 

 

 

Sup

Yes

 

 

 

Campaign

 

No

No

No

No

 

Inbound

Yes

 

 

 

 

Outbound

Yes