Contact Expert v7.5
Resource Types and Available Permissions
ACD Plugins
ACD Plugin allows CE to connect with 3rd party routing decision systems.
| View | Provides access to the list of ACD plugins. If this option is checked, the Infrastructure → External Services → ACD Plugins item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new ACD plugin entries. If this option is checked, the +New ACD plugin button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing resources. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary ACD plugin entries. If this option is checked, the Delete button will appear for each item. |
ACD Policies
ACD Policies determine how CE use the 3rd party routing decision during call distribution.
| View | Provides access to the list of ACD plugins. If this option is checked, the Infrastructure → External Services → ACD Policies item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new ACD policy entries. If this option is checked, the +New ACD policy button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing resources. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary ACD policy entries. If this option is checked, the Delete button will appear for each item. |
Address Books
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Agent Policies
Policy parameters are automatically applied for the agent when signed into the application.
| View | Provides access to the list of existing agent policies. If this option is checked, the Operations → Agents → Agent Policies item will appear on the side-bar of the portal. |
| Edit | Provides the ability to modify the properties of an existing agent policy. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
Agents
Accounts and properties (e.g. login credentials, organizational information, email signature, etc.) of the human agents.
| View | Provides access to the list of agent entries. If this option is checked, the Operations→ Agents → Human Agents item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new agent entries. If this option is checked, the +New agent button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing resources. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary agent entries. If this option is checked, the Delete button will appear for each item. |
Alarm Mailbox
ACD Policies determine how CE use the 3rd party routing decision during call distribution.
| View | Provides access to the list of ACD plugins. If this option is checked, the Maintenance → Alarms → Alarm Mailbox item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new ACD policy entries. If this option is checked, the +New alarm mailbox button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing resources. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary ACD policy entries. If this option is checked, the Delete button will appear for each item. |
Alarm Settings
The list and properties of all system alarm specific settings, like email account, mail recipients, types and thresholds of alarms that are relevant for the users of the portal.
| View | Provides access to the list of alarm settings. If this option is checked, the Maintenance → Alarms → Alarm Settings item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new alarm setting entries. If this option is checked, the +New alarm settings button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing alarm setting entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary alarm setting entries. If this option is checked, the Delete button will appear for each item. |
Alarms
The list and properties of all system alarms.
| View | Provides access to the list of system alarms. When checked, a bell icon appears on the top of the page. The number of alarms are shown in a red, oval badge on this icon. A simple list of all current system alarms is available by clicking on this icon and a detailed list is available by clicking the Manage active alarms button. |
| Create | N/A |
| Edit | N/A |
| Delete | Provides the ability to remove unnecessary system alarm entries. If this option is checked, the Delete button will appear for each item. |
Blacklists
The list and properties of all the contact records that have been blacklisted due to certain reasons.
| View | Provides access to the list of blacklists. If this option is checked, the Operations → Customers → Blacklist*s item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new blacklist entries. If this option is checked, the +New blacklist entry button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing blacklist entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary blacklist entries. If this option is checked, the Delete button will appear for each item. |
Business Units
Provides the ability to specify the different segments of the organization that represents a specific business function, for example, Accounting, Finance, Sales, etc. that are relevant for the users of Contact Expert. Business units are above the team level in the organization hierarchy.
| View | Provides access to the list of existing business units. If this option is checked, the Organization & Access → Organizational Hierarchy → Business Units item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new business unit entries. If this option is checked, the +New business unit button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing business unit entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary business unit entries. If this option is checked, the Delete button will appear for each item. |
Callback Parameters
The set of parameters that specify how callback requests should be handled by the system.
| View | Provides access to the list of existing callback parameters. If this option is checked, the Operations → Workflows → Callback Parameters item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new callback parameter entries. If this option is checked, the +New callback parameters button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing callback parameter entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary callback parameter entries. If this option is checked, the Delete button will appear for each item. |
Campaigns & Queues
The list and properties of existing queues and campaigns.
| View | Provides access to the list of existing campaigns and queues. If this option is checked, the Operations → Workflows → Queues & Campaigns item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new campaigns and queues. If this option is checked, the +New campaign button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing campaigns and queues. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary campaign and queue entries. If this option is checked, the Delete button will appear for each item. |
Cloud Scripting
Allows clicking the Open Script Editor button on the Queues & Campaigns form to edit cloud based scripts.
| View | If this option is checked, the Open Script Editor button shows up in the Operations → Workflow → Queues & Campaigns form. |
| Create | N/A |
| Edit | If this option is checked, Open Script Editor button is actually clickable. |
| Delete | N/A |
Channels
IVR channels are used to handle voice media automatically by providing a self-service IVR menu for customers.
| View | Provides access to the list of existing IVR channels. If this option is checked, the Operations → Agents → IVR Channels item will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new IVR channels. If this option is checked, the +New channel button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing IVR channel entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary IVR channel entries. If this option is checked, the Delete button will appear for each item. |
Contacts
The list and properties of all existing contact records including contact data fields (campaign specific contact data or CRDS).
| View | Provides access to the list of existing contact records. If this option is checked, the Operations → Customers → Contact Status Change, Operations → Customers → Contact Records and the Operations → Customers → Scheduled Tasks menu items will all appear on the side-bar of the portal. |
| Create | Provides the ability to create new contact records. If this option is checked, the +New contact button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing contact records. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary contact records. If this option is checked, the Delete button will appear for each item. |
Contact Data Fields
Contact Data Fields are campaign specific contact details or so called CRDS fields. This functionality is accessible from the More Actions section of the campaign editor form.
The user needs at least View permission for both Contact Data Fields and Campaigns & Queues resource types to access this feature.
| View | Provides access to the list of existing contact data fields. If this option is checked, the Edit Contact Record Structure link will appear in the More Actions section of the campaign editor form accessed by clicking Edit on a list item from the Queue/Campaign Configuration menu. If the user possesses at least View permission on the Contacts resource type as well, the Contact Record Content tab also appears on the Customers → Contact Status Change and Customers → Contact Records forms. |
| Create | Provides the ability to create new contact data fields. If this option is checked, the +New data field button will appear on the page. |
| Edit | N/A |
| Delete | Provides the ability to remove unnecessary CRDS fields from a campaign. If this option is checked, the Delete button will appear for each item. |
Contact History
The list of the most recent events related to contacts. This list is accessible from the Contact Records form.
| View | Provides the ability to view the list of recent events for the designated contact. If this option is checked, the Contact History tab shows up in the Customers → Contact Records form of the portal. |
| Create | N/A |
| Edit | N/A |
| Delete | N/A |
The Contact Records edit form can also be accessed from the Customers → Contact Status Change and Customers → Scheduled Tasks menu items as well.
Contact List Operations
This resource types controls the ability to import, export and delete contact lists by navigating to the More Actions drop-down section on the Queues & Campaigns page.
This feature can only be accessed by users having at least View permission on both the Contact List Operations and Campaigns & Queues resources.
| View | Provides the ability to view the list of scheduled, pending and finished contact import, export and deletion processes. If this option is checked, the Operations → Customers → Contact List Processes link will appear on the side-bar of the portal. |
| Create | Provides the ability to schedule new import, export and deletion processes on the contact list of the campaigns. |
| Edit | Provides the ability to cancel pending import, export or deletion processes. If this option is checked, the Cancel button will appear for the pending processes on the Queues & Campaigns → Contact List Management Processes page. |
| Delete | N/A |
Contact Master Data Fields
It is possible to extend the default database structure – Name, Phone numbers, Email address, etc. – of the contacts uploaded to campaigns with custom information. By specifying these master data, Contact Expert will create the field for every new campaign.
| View | Provides access to the list of contact master data fields. If this option is checked, the Operations → Customers → Contact Master Data Fields item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new contact master data fields. If this option is checked, the +New master data button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing contact master data fields. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary contact master data fields. If this option is checked, the Delete button will appear for each item. |
Deployments
A Deployment is the entire Contact Expert ecosystem (instance) which may include multiple physical application servers and domains, etc.
Currently this feature is not available for configuration.
Dialing Rules
Dial rules can be used to set the active time for campaigns, such as opening hours, maximum number of outbound attempt to reach a contact, as well as set different outbound rules, like what action to perform when a busy tone is detected, etc.
| View | Provides access to the list of existing dialrules. If this option is checked, the Operations → Workflows → Dialing Rules item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new dialrule entries. If this option is checked, the +New dialing rule button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing dialrule entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary dialrule entries. If this option is checked, the Delete button will appear for each item. |
Domains
A Contact Expert domain represents one physical Contact Expert application server, or two servers with HA enabled. Contact Expert supports multi-domain architectures where agents can work and campaigns/queues can run in isolated environments.
| View | Provides access to the list of existing domain entries. If this option is checked, the Infrastructure → General Infrastructure → Application Servers and Infrastructure → General Infrastructure → Skype Parameters items will appear on the side-bar of the portal. |
| Create | This is effectively the same as View-only. |
| Edit | Provides the ability to modify the properties of existing domain entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | This is effectively the same as View-only. |
Email Connections
Email connections provide associate an email gateway to a tenant.
| View | Provides access to the list of existing email connections. If this option is checked, the Infrastructure → Email Infrastructure → Email Connections item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new email connection entries. If this option is checked, the +New email connection button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing email connection entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary email connection entries. If this option is checked, the Delete button will appear for each item. |
Email Gateways
It provides access to email gateway configuration. Email gateways are external SMTP servers that used by Contact Expert to deliver incoming and outgoing emails.
| View | Provides access to the list of existing email gateways. If this option is checked, the Infrastructure → Email Infrastructure → Email Gateways item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new email gateway entries. If this option is checked, the +New email gateway button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing email gateway entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary email gateway entries. If this option is checked, the Delete button will appear for each item. |
Global Parameters
This resource cover system parameters above and over the organizational hierarchy and are not yet accessible over the CE portal. The permissions for this resource affects users who log on to the system not via the portal, but via the Management Service API.
| View | Provides access to the list of existing global parameter entries. Not available over at the CE portal at the moment. |
| Create | N/A |
| Edit | Provides the ability to modify the properties of existing global parameter entries. Not available over the CE portal at the moment. |
| Delete | N/A |
Hunt Groups
Hunt groups represent a set of agents that belong to a specific voice gateway.
| View | Provides access to the list of existing hunt group entries. If this option is checked, the Operations → Agents → Hunt Groups item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new hunt group entries. If this option is checked, the +New hunt group button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing hunt group entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary hunt group entries. If this option is checked, the Delete button will appear for each item. |
IVRs
The administration of interactive voice response (IVR) units.
| View | Provides access to the list of existing IVR entries. If this option is checked, the Infrastructure → Voice Infrastructure → IVRs item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new IVR entries. If this option is checked, the +New voice response unit button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing IVR entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary IVR entries. If this option is checked, the Delete button will appear for each item. |
Licenses
Shows the licensed features and system parameters.
| View | Provides access to the list and properties of licenses. If this option is checked, the Infrastructure → General Infrastructure → Licenses item will appear on the side-bar of the portal. |
| Create | N/A |
| Edit | N/A |
| Delete | N/A |
Mailboxes
Mailboxes represent an email address used for email based queues or campaigns.
| View | Provides access to the list of existing mailbox entries. If this option is checked, the Infrastructure → Email Infrastructure → Mailboxes item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new mailbox entries. If this option is checked, the +New mailbox button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing mailbox entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary mailbox entries. If this option is checked, the Delete button will appear for each item. |
Public Holidays
The administration of the effective public holidays in your tenant. On public holidays Contact Expert redirects incoming calls to the URI specified in the dial rules.
| View | Provides access to the list of available public holiday records. If this option is checked, the Operations → Workflows → Public Holidays item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new public holiday records. If this option is checked, the +New public holiday button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing public holiday records. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary public holiday records. If this option is checked, the Delete button will appear for each record of public holiday |
Recordings
This provides the ability to listen to recorded voice conversations on various locations of the portal. However, if the user has been granted with this permission to this resource alone, it will not provide this ability for the user immediately, because playing back recorded conversations can either be performed via the Contacts form or Real-time Monitors. The user needs permissions to both the following resources.
The Recordings resource requires at least View permission to the following other resources as well:
- Contacts, to be able to open a contact
- Contact History, to be able to access the Contact History tab on the Contacts form
Access to the Recordings resource type can only be granted on the View permission level.
Recording Channels
Contact Expert provides call recording functionality via a configured recording channel.
| View | Provides access to the list of available recording channels. If this option is checked, the Infrastructure → Recording → Recording Channels item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new recording channels. If this option is checked, the +New recording channel button will appear on page. |
| Edit | Provides the ability to modify the properties of existing recording channels. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary recording channels. If this option is checked, the Delete button will appear for each recording channel. |
Recording Gateways
A Recording Gateway represents the external communications platform Contact Expert uses to record calls through it, for example Microsoft Skype for Business.
| View | Provides access to the list of all available recording gateway entries. If this option is checked, the Infrastructure → Recording → Recording Gateways item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new recording gateway entries. If this option is checked, the +New recording gateway button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing recording gateway entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary recording gateway entries. If this option is checked, the Delete button will appear for each recording gateway. |
Recording Rules
Contact Expert recording rules control when and which calls to record and where to store media files.
| View | Provides access to the list of recording rules. If this option is checked, the Operations → Workflows → Recording Rules item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new recording rules. If this option is checked, the +New recording rule button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing recording rules. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary recording rule. If this option is checked, the Delete button will appear for each recording rule. |
Reports
This resource type grants the availability of the different reports:
- Real-time Monitors
- Daily Operational Reports
- Tracking
Navigate to the reports from the side-bar.
Since the reports use the Thresholds resource for presenting the data, therefore the users will need the View permission checked for the Thresholds resource in order to see proper report data and to avoid receiving error messages.
| View | Provides access to the list of available report types. If this option is checked, the above menu items become available with all their sub-entries. |
| Create | N/A |
| Edit | N/A |
| Delete | N/A |
Resource Updates
This represents the activation process of CE portal config changes that need activation.
| View | Provides access to the properties of this resource type. If this option is checked, the Maintenance → Server Updates and the Organization & Access → Portal Users → Audit Log items will appear on the side-bar of the portal. |
| Create | N/A |
| Edit | Provides the ability to modify the properties of existing resources. If this option is checked, the data edit form will allow changing the individual properties and show the Initiate Batch Update button. |
| Delete | N/A |
Roles
This resource type provides the ability to administer user roles and assign individual permissions to specific users.
| View | Provides access to the list of existing role items. If this option is checked, the Organization & Access → Portal Users → User Roles item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new role items. If this option is checked, the +New role button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing role items. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary role items. If this option is checked, the Delete button will appear for each item. |
Scripts
Allows defining scripting types (legacy, cloud, etc.) on a per queue or campaign basis.
| View | Provides access to the list of existing scripts items. If this option is checked, the Operations → Workflow → Scripting item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new scripts items. If this option is checked, the +New role button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing scripts items. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary scripts items. If this option is checked, the Delete button will appear for each item. |
Service Endpoints
These represent SfB trusted application endpoints that in turn can be associated to queues and campaigns.
| View | Provides access to the list of existing service endpoint entries. If this option is checked, the Infrastructure → Voice Infrastructure → Service Endpoints item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new service endpoint entries. If this option is checked, the +New skill button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing service endpoint entries. If this option is checked, theEdit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary service endpoint entries. If this option is checked, the Delete button will appear for each item. |
Skills
The administration of different skills that can be assigned to agents based on their level of competence, proficiency and expertise.
| View | Provides access to the list of existing skill entries. If this option is checked, the Operations → Agents → Skills item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new skill entries. If this option is checked, the +New skill button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing skill entries. If this option is checked, theEdit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary skill entries. If this option is checked, the Delete button will appear for each item. |
Storages
Announcements (messages) and voice recordings are stored in Storages. Without at least a View permission to the Storage Content though, users with any permission on the Storage resource will be able to work on Storage definitions but will not be able to access the contents themselves.
| View | Provides access to the list of existing storage entries. If this option is checked, the Infrastructure → Recording → Storages item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new storage entries. If this option is checked, the +New skill button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing storage entries. If this option is checked, theEdit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary storage entries. If this option is checked, the Delete button will appear for each item. |
Storage Contents
Storage Content represent all the files stored in the Storage.
| View | Provides access to the list of existing storage content entries. If this option is checked, the Audio files tab will show up on the Infrastructure → Recording → Storages form and the storage contents will be accessible in the Infrastructure → General Infrastructure → Skype Parameters form and on the Dispatcher Message tab of the Infrastructure → Voice Infrastructure → Voice Gateway form when selecting WMA files for announcement messages. |
| Create | Provides the ability to create new storage content entries. If this option is checked, the +New skill button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing storage content entries. If this option is checked, theEdit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary storage content entries. If this option is checked, the Delete button will appear for each item. |
Teams
The administration of different teams created for a separate business unit containing a group of agents, such as Finance Team, Sales Team, etc.
| View | Provides access to the list of existing team entries. If this option is checked, the Organization & Access → Organizational Hierarchy → Teams item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new team entries. If this option is checked, the +New team button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing team entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary team entries. If this option is checked, the Delete button will appear for each item. |
Tenants
The administration of tenants containing one or more separate business units and teams within the same organization. Specify the group(s) of users who share a common access with specific privileges.
| View | Provides access to the list of available tenants configured in the system. If this option is checked, the Organization & Access → Organizational Hierarchy → Tenants item will appear on the side-bar of the portal. |
| Create | N/A |
| Edit | Provides the ability to modify the properties of existing tenant entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | N/A |
Thresholds
The administration of specific global alerts used in different reports.
| View | Provides read-only access to the threshold figures the user has access to. |
| Create | N/A |
| Edit | Provides modification access to the threshold figures the user has access to. |
| Delete | N/A |
User Notes
The Notes list on the Start Page.
| View | Provides the ability to view the list of notes on the Start Page. If this option is checked, the Notes list will appear on the Start Page. |
| Create | Provides the ability to create new notes. If this option is checked, the New note textbox will appear on the Start Page. |
| Edit | Not available in this version of the product. |
| Delete | Provides the ability to delete notes. If this option is checked, the delete (trash bin) icon will appear on a note when highlighted. |
Users
The administration of web user accounts and privileges.
| View | Provides access to the list of existing user entries. If this option is checked, the Organization & Access → Portal Users → User Accounts item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new user entries. If this option is checked, the +New user button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing user entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary user entries. If this option is checked, the Delete button will appear for each item. |
Virtual Agents
The accounts and properties of the virtual agents that can be configured to handle email media related tasks.
| View | Provides access to the list of existing virtual agent entries. If this option is checked, the Operations → Agents → Virtual Agents item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new virtual agent entries. If this option is checked, the +New virtual agent button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing virtual agent entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary virtual agent entries. If this option is checked, the Delete button will appear for each item. |
Voice Gateways
The administration of the voice connection towards Microsoft telephony backend.
| View | Provides access to the list of existing voice gateway entries. If this option is checked, the Infrastructure → Voice Infrastructure → Voice Gateways item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new voice gateway entries. If this option is checked, the +New voice gateway button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing voice gateway entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary voice gateway entries. If this option is checked, the Delete button will appear for each item. |
Work Codes
The administration of different work codes used by human agents.
| View | Provides access to the list of existing work code entries. If this option is checked, the Operations → Agents → Work Codes item will appear on the side-bar of the portal. |
| Create | Provides the ability to create new work code entries. If this option is checked, the +New work code button will appear on the page. |
| Edit | Provides the ability to modify the properties of existing work code entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | Provides the ability to remove unnecessary work code entries. If this option is checked, the Delete button will appear for each item. |
Built-in work codes cannot be modified.
Workflow Settings
The administration of different processes pertaining to queues and campaigns.
Supervisors have the option to view and edit already existing workflow settings.
| View | Provides access to the list of existing work code entries. If this option is checked, the Operations → Workflows → Workflow Settings item will appear on the side-bar of the portal. |
| Create | N/A |
| Edit | Provides the ability to modify the properties of existing workflow setting entries. If this option is checked, the Edit button will appear and the data edit form will allow the modification of the properties and show the Submit button. |
| Delete | N/A |