Maintenance Manual

Personnel
User Roles and Privileges
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Personnel
Use the Personnel node to:
•Create groups.
• Create knowledge worker teams.
• Assign teams to groups.
• Assign groups to managers.
• Link AD users to ACD users and Quality Management users (in Active Directory
systems).
• Configure ACD users.
• Create Quality Management users.
• Assign manager, evaluator, and archive user roles to ACD users.
• Assign knowledge worker, supervisor, manager, evaluator, and archive user
roles to Quality Management users.
User Roles and Privileges
Scope refers to the data (such as recordings and evaluations) that a user can view. For
example, the scope of a supervisor who has one team of knowledge workers consists
of the recordings and evaluations for those knowledge workers. The scope of a
manager who has several groups of teams of agents and knowledge workers consists
of the data for all of those agents and knowledge workers.
A role is a collection of privileges. A user can have one or many roles. When the user
logs into Workforce Optimization, the user can access all roles and privileges assigned
to that user. For example, if a user is assigned to both the evaluator and manager roles,
the user has access to all privileges assigned to the evaluator and manager roles.
A privilege is the permission to perform a transaction. For example, managers have the
ability to access archive recordings for their groups.
Quality Management defines a user’s scope by roles and privileges.