Example 9 - Outsourcer with external agents

The example suggests roles and permissions for an outsourced contact center with agents that log in remotely from the customer.

A contact center runs the campaigns Outbound, Sales, and Support for one of the customers. However, the agents work at the site of the customer and log in remotely to the contact center. A connector integrates the existing agent desktops with Altitude. The outsourcer shares the same Altitude uCI Server to run campaigns for several customers.

Sup1: Supervisor monitoring the campaigns Outbound and Sales.
Sup2: Supervisor monitoring the campaign Support.
Ag1 to Ag15: 15 agents working in the campaigns Outbound and Sales.
Ag16 to Ag25: 10 agents working in the campaign Support.

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
Agent	Ag1 to Ag25

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
	Sup1	Yes	Yes	Yes
Campaign		No	No	No	No
	Outbound	Yes	Yes	Yes	Yes
	Sales	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
	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
	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
	Sup2	Yes	Yes	Yes
Campaign		No	No	No	No
	Support	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	No	No	No
	Ag2	Yes	No	No	No
	Ag3	Yes	No	No	No
	Ag4	Yes	No	No	No
	Ag5	Yes	No	No	No
	Ag6	Yes	No	No	No
	Ag7	Yes	No	No	No
	Ag8	Yes	No	No	No
	Ag9	Yes	No	No	No
	Ag10	Yes	No	No	No
	Ag11	Yes	No	No	No
	Ag12	Yes	No	No	No
	Ag13	Yes	No	No	No
	Ag14	Yes	No	No	No
	Ag15	Yes	No	No	No
	Ag16	Yes	No	No	No
	Ag17	Yes	No	No	No
	Ag18	Yes	No	No	No
	Ag19	Yes	No	No	No
	Ag20	Yes	No	No	No
	Ag21	Yes	No	No	No
	Ag22	Yes	No	No	No
	Ag23	Yes	No	No	No
	Ag24	Yes	No	No	No
	Ag25	Yes	No	No	No
	Sup1	Yes	No	No	No
	Sup2	Yes	No	No	No
Campaign		No	No	No	No
	Outbound	Yes	No	No	No
	Sales	Yes	No	No	No
	Support	Yes	No	No	No