Roles and permissions

myContactCenter has two kinds of users: agents, who handle conversations in the Agent program, and administrators, who set up the system in the Administration. Supervisors are agents with additional permissions. What someone may do in detail is governed by a profile.

Agent

An agent logs in to the Agent program and handles the conversations that are delivered to them. Two things determine their work:

Qualifications determine which conversations they receive. For each skill, an agent has a level per channel — for example, they may handle sales calls very well, sales emails only to a limited extent and technical questions not at all. In addition, there is a level for each language.

The agent profile determines what they may do and see: which functions are available to them (Features), which Permissions they have — for example, whether they may call customers themselves or start activities without asking for approval — how many conversations they handle at the same time (Parallel handling) and which modules they see in their program (Module visibility).

With SwyxWare, SwyxON and Wildix, myContactCenter takes over the users of the phone system as agents with Sync with PBX; with the other phone systems, you create agents in the Administration. Skills, languages and profiles can be assigned to many agents at once through groups, also on a schedule using a calendar.

Supervisor

A supervisor is an agent whose profile has the Supervisor functions switched on. They also work in the Agent program and can additionally

• follow the agents and conversations of their skills in real time,
• listen in on calls, whisper to the agent or join the call,
• assign waiting conversations to an agent or another queue,
• answer requests from agents who want to switch to an activity or wrap-up or log off,
• send a Team Message to the agents of selected skills or a message to a single agent,
• check the replies of agents whose emails are supervised,
• open reports and dashboards if their profile allows it.

Administrator

Administrators log in to the Administration with name and password. What they may see and change there is determined by two things:

• Permissions on the administrator themselves — per area of the configuration, for example for agents, flows, services or reports,
• Administrator profiles per skill — for its distribution rules, conversations and reports.

Each permission has the levels none, See or Change. The Administration hides areas without a permission. A main administrator always has all permissions.

Restricted administrators

There is no separate role for team leaders. Anyone who should, for example, only run reports or only edit the settings of certain skills gets exactly these permissions.

Licenses

Licenses apply to concurrent use: they are taken up at login and released again at logoff. An agent takes up the licenses that their qualifications and their profile require. Qualifications for which no license is free remain ineffective during this login; permissions without a license are withdrawn from the agent.

Licensing is either by individual features, which are also available as packages, or by profiles:

Which license profile an agent takes up is set in their agent profile (License Profile).