Manage user profiles of contact center users in Webex Contact Center

Name

Enter a name for the user profile.

Description

(Optional) Enter a description for the profile.

Profile type

Choose a type to determine the privilege level for this profile.

The generic profile and module mapping are:

• Standard Agent—Has access to Desktop module.

• Premium Agent—Has access to Desktop and multimedia modules.

• Supervisor—Has access to all modules. Supervisor can't manage tenants in the provisioning module.

• Administrator—Has access to all modules.

• Administrator Only—Has access to all modules except call recording, recording management, and analyzer.

All

If you select All, the user can access all of the modules. You can assign access rights for the entities in the access rights section.

Specific

If you select Specific, the user can access selected modules only. You can specify access to the following specific modules.

Provides the user access to the Provisioning module. You can View or Edit the provisioning options. The user can perform provisioning activities for the organization only if you select Edit in the Manage Access drop-down list. You can control access for an administrator user to perform the following provisioning activities for your organization. Select the features for which you want to provide access.

• Audit Trail--Allows the user to access the audit trail interface. This interface allows users to view details of the provisioning changes for the organization.

• Branding--Provides the user access to the Custom Theme settings on the Management Portal landing page. The user can customize the banner color and images on the Management Portal pages.

• Business Hours--Allows the user to manage business hours for Contact Center teams.

• Dial Plans--Allows the user to create and edit dial plans.

• Entry Point Mappings--Allows the user to map dial numbers to entry points.

• Entry Points/Queues--Allows the user to manage Contact Center entry points and queues.

• Revoke API Key--Allows the user to create and edit dial plans.

• Sites--Allows the user to manage Contact Center sites.

• Teams--Allows the user to manage Contact Center teams.

• Tenants--Allows the user to edit some of the tenant settings in the Provisioning module.

• User Profiles--Allows the user to manage Contact Center user profiles.

• Users--Allows the user to manage Contact Center users.

Provides you access to the flow control module. You can select either None, View, or Edit. If you have enabled the View or Edit permission for the call routing module, you can provide the user access to Audio Prompts or Flows.

• View--Allows you to view the selected flow in the flow control module.

  When Call routing is set to View, the Delete option is not available in the flow control module even when the Routing Flows is selected.

• Edit--If you set call routing to Edit, you can configure the following settings:

  • Routing Flows--You can either enable or disable access to the Flow Control module.

    If you disable the Routing Flows permission in the portal for a user, the portal does not load the Flow Control module.

    If you enable the Routing Flows permission in the portal for a user, the portal allows such user to work with the Flow Control module.

  • Audio prompts--Allows you to upload and update media resources such as audio-on-hold files for use in entry points and queues. It supports resource files with .wav, .ulaw, .au, .php, and .xml extensions along with other formats, depending on how the tenant’s system is configured.

Provides the user access to the Desktop experience module. You can select None or Edit options. You can control access for an administrator user to perform the following activities for your organization. Select the features for which you want to provide access.

• Additional Supervisory --Allows supervisor to send messages.

  • Send Messages--Allows to send messages

• Agent Desktop--Allows the user to access the Desktop.

• Call Monitoring--Allows the user to silently monitor the quality of service that is delivered to customers across multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if you enable call monitoring for the user.

  You can enable the following settings:

  • Whisper Coach--Allows the user who is monitoring the call to speak to the agent (who is handling the call), without the customer hearing the conversation.

  • Barge-In--Allows the user to join any call that the user is monitoring and participate in the conversation between the agent and the customer.

  • Restricted Monitor Only--Prevents the user from viewing and editing monitoring schedules that the user did not create.

  • View Blind Monitor Requests--Allows the user to view blind monitoring requests of other users.

• Multimedia--Allows authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, email, and social. If multimedia is not enabled, when you edit the user's details via User Management > Contact Center Users, the multimedia profile drop-down list displays only the default telephony profile.

• Call Recording--Allows access to create and view the call recording schedules.

• Sign Out Agents--Provides an administrator or supervisor access to the Agent State Data - Realtime dashboard. You can select the following values in the Logout Agents drop-down list:

  • None--The user will not have access to view the Agent State Data - Realtime dashboard.

  • View--The user can view the Agent State Data - Realtime dashboard.

  • Edit--The user can view the Agent State Data - Realtime dashboard and sign out agents who are in the Available or Idle state across all media channels.

    To view the agent status details of a team or site, the administrator or supervisor must have access rights to the team or site. For more information, see Access rights.

    For information about viewing the Agent State Data - Realtime dashboard and signing out agents, See About Dashboards.

• Recording Management

  Allows the user to record any active Contact Center call. The user can select the call from a queue, team, site, or agent, and specify the duration to record the call.

  • Security keys--Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.

  • Tags--Allows the user to access the Tags tab to view, create, and edit tags that can be assigned to audio files. You can use these tags as search criteria.

• Manage Agent States

  • Change Agent State

  • Sign Out Agent

• Reporting and Analytics--

  Provides access to the Reporting and Analytics module. The Reporting and Analytics module allows the user to segment, profile, and visualize the data in contact center systems. This module also helps to identify the key variables that impact productivity and desired business outcomes. Users can configure and modify the Analyzer schemas using this module.

  You can provide the user access to Business Rules if you have enabled View or Edit permissions for the Reporting and Analytics module. Business Rules enable the user to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation.