Who are the Users?

Users can be either Administrators or Supervisors: they belong to the same Staff category (Users) but they have a different role (Admin role versus User role).

Users with admin role can for instance:

• Create, modify or delete User Profiles

• Create, modify or delete users, agents and telephones

• Create and update IVR projects

• Create and update lists in Contact Manager

• Create and update campaigns in Dialer

• Perform software update

• and many others. 

Users belonging to a User Profile, which for instance may allow them to:

• View/create/modify/delete agents and telephones (but they cannot manage other users)

• View/create/modify/delete resources (like Queues, Accounts, Reports, and so on)

• View/create/modify IVR projects

• View/create/modify lists in Contact Manager

• View/create/modify campaigns in Motion Dialer

• and many others.

Read more about User Profiles here.

The Users having this role (Supervisors) will for instance monitor a group of Customer Center Agents calls, chats, emails (or any other communication the Agent is participating in with Customers), ensuring the quality of them, and analyze the channels quantitative usage reports in order to track the volume of interactions per unit of time (day, week, month, etc). They can either coach their Agents in order to prevent customer complains and manage escalation rise, reaching service levels and objectives set forth by management.

The Users (Users with User Role) and the Administrators (User with Admin Role) share the same U.I., although their abilities may differ.