Example 8 - Agents that work in multiple campaigns

The example suggests roles and permissions for a large contact center with agents that work in multiple campaigns simultaneously.

A contact center runs the campaigns Campaign1 to Campaign6. Since the campaigns Campaign1 to Campaign3 and Campaign4 to Campaign6 have similar business objectives, the agents typically work in one of the two groups of campaigns simultaneously.

  • Sup1: Supervisor monitoring Campaign1.
  • Sup2: Supervisor monitoring Campaign2.
  • Sup3: Supervisor monitoring Campaign3.
  • Sup4: Supervisor monitoring Campaign4.
  • Sup5: Supervisor monitoring Campaign5.
  • Sup6: Supervisor monitoring Campaign6.
  • Ag1 to Ag20: 20 agents working in campaigns Campaign1 to Campaign3.
  • Ag21 to Ag40: 20 agents working in campaigns Campaign4 to Campaign6.

The tables below display the roles and corresponding permissions for the agents and team leaders of the first two teams.

Role

Users

Supervisor A

Sup1

Supervisor B

Sup2

Supervisor C

Sup3

Supervisor D

Sup4

Supervisor E

Sup5

Supervisor F

Sup6

Agent

Ag1 to Ag40

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

 

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

 

Ag16

Yes

Yes

Yes

Yes

 

Ag17

Yes

Yes

Yes

Yes

 

Ag18

Yes

Yes

Yes

Yes

 

Ag19

Yes

Yes

Yes

Yes

 

Ag20

Yes

Yes

Yes

Yes

 

Sup1

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Campaign1

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

 

Ag16

Yes

Yes

Yes

Yes

 

Ag17

Yes

Yes

Yes

Yes

 

Ag18

Yes

Yes

Yes

Yes

 

Ag19

Yes

Yes

Yes

Yes

 

Ag20

Yes

Yes

Yes

Yes

 

Sup2

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Campaign2

Yes

Yes

Yes

Yes

Supervisor C

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

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

 

Ag16

Yes

Yes

Yes

Yes

 

Ag17

Yes

Yes

Yes

Yes

 

Ag18

Yes

Yes

Yes

Yes

 

Ag19

Yes

Yes

Yes

Yes

 

Ag20

Yes

Yes

Yes

Yes

 

Sup3

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Campaign3

Yes

Yes

Yes

Yes

Supervisor D

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

Base permissions

Specific permissions

Read

Write

State change

Workforce management

Agent

 

No

No

No

No

 

Ag21

Yes

Yes

Yes

Yes

 

Ag22

Yes

Yes

Yes

Yes

 

Ag23

Yes

Yes

Yes

Yes

 

Ag24

Yes

Yes

Yes

Yes

 

Ag25

Yes

Yes

Yes

Yes

 

Ag26

Yes

Yes

Yes

Yes

 

Ag27

Yes

Yes

Yes

Yes

 

Ag28

Yes

Yes

Yes

Yes

 

Ag29

Yes

Yes

Yes

Yes

 

Ag30

Yes

Yes

Yes

Yes

 

Ag31

Yes

Yes

Yes

Yes

 

Ag32

Yes

Yes

Yes

Yes

 

Ag33

Yes

Yes

Yes

Yes

 

Ag34

Yes

Yes

Yes

Yes

 

Ag35

Yes

Yes

Yes

Yes

 

Ag36

Yes

Yes

Yes

Yes

 

Ag37

Yes

Yes

Yes

Yes

 

Ag38

Yes

Yes

Yes

Yes

 

Ag39

Yes

Yes

Yes

Yes

 

Ag40

Yes

Yes

Yes

Yes

 

Sup4

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Campaign4

Yes

Yes

Yes

Yes

Supervisor E

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

Base permissions

Specific permissions

Read

Write

State change

Workforce management

Agent

 

No

No

No

No

 

Ag21

Yes

Yes

Yes

Yes

 

Ag22

Yes

Yes

Yes

Yes

 

Ag23

Yes

Yes

Yes

Yes

 

Ag24

Yes

Yes

Yes

Yes

 

Ag25

Yes

Yes

Yes

Yes

 

Ag26

Yes

Yes

Yes

Yes

 

Ag27

Yes

Yes

Yes

Yes

 

Ag28

Yes

Yes

Yes

Yes

 

Ag29

Yes

Yes

Yes

Yes

 

Ag30

Yes

Yes

Yes

Yes

 

Ag31

Yes

Yes

Yes

Yes

 

Ag32

Yes

Yes

Yes

Yes

 

Ag33

Yes

Yes

Yes

Yes

 

Ag34

Yes

Yes

Yes

Yes

 

Ag35

Yes

Yes

Yes

Yes

 

Ag36

Yes

Yes

Yes

Yes

 

Ag37

Yes

Yes

Yes

Yes

 

Ag38

Yes

Yes

Yes

Yes

 

Ag39

Yes

Yes

Yes

Yes

 

Ag40

Yes

Yes

Yes

Yes

 

Sup5

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Campaign5

Yes

Yes

Yes

Yes

Supervisor F

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

Base permissions

Specific permissions

Read

Write

State change

Workforce management

Agent

 

No

No

No

No

 

Ag21

Yes

Yes

Yes

Yes

 

Ag22

Yes

Yes

Yes

Yes

 

Ag23

Yes

Yes

Yes

Yes

 

Ag24

Yes

Yes

Yes

Yes

 

Ag25

Yes

Yes

Yes

Yes

 

Ag26

Yes

Yes

Yes

Yes

 

Ag27

Yes

Yes

Yes

Yes

 

Ag28

Yes

Yes

Yes

Yes

 

Ag29

Yes

Yes

Yes

Yes

 

Ag30

Yes

Yes

Yes

Yes

 

Ag31

Yes

Yes

Yes

Yes

 

Ag32

Yes

Yes

Yes

Yes

 

Ag33

Yes

Yes

Yes

Yes

 

Ag34

Yes

Yes

Yes

Yes

 

Ag35

Yes

Yes

Yes

Yes

 

Ag36

Yes

Yes

Yes

Yes

 

Ag37

Yes

Yes

Yes

Yes

 

Ag38

Yes

Yes

Yes

Yes

 

Ag39

Yes

Yes

Yes

Yes

 

Ag40

Yes

Yes

Yes

Yes

 

Sup6

Yes

Yes

Yes

 

Campaign

 

No

No

No

No

 

Campaign6

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