Example 3 - Small contact center with two business operations
The example suggests roles and permissions for a small contact center with independent campaigns monitored by two supervisors.
A contact center runs the campaigns Outbound, Sales, and Support. The users of the contact center are as follows:
- Sup1: Supervisor monitoring the campaigns Outbound and Sales.
- Sup2: Supervisor monitoring the campaign Support.
- Ag1 to Ag30: 30 agents working in the campaigns Outbound and Sales.
- Ag31 to Ag40: 10 agents working in the campaign Support.
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 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 |
|
Yes |
Yes |
Yes |
Yes |
|
|
Ag31 |
No |
No |
No |
No |
|
|
Ag32 |
No |
No |
No |
No |
|
|
Ag33 |
No |
No |
No |
No |
|
|
Ag34 |
No |
No |
No |
No |
|
|
Ag35 |
No |
No |
No |
No |
|
|
Ag36 |
No |
No |
No |
No |
|
|
Ag37 |
No |
No |
No |
No |
|
|
Ag38 |
No |
No |
No |
No |
|
|
Ag39 |
No |
No |
No |
No |
|
|
Ag40 |
No |
No |
No |
No |
|
|
Sup1 |
|
|
|
No |
|
|
Sup2 |
No |
No |
No |
No |
|
Campaign |
|
Yes |
Yes |
Yes |
Yes |
|
|
Support |
No |
No |
No |
No |
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 |
|
|
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 |
|
|
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 |
|
Yes |
No |
No |
No |
|
Campaign |
|
Yes |
No |
No |
No |