Maintenance Manual

Personnel

User Administration

STEP RESULT: The non-ACD user you created appears in the Linked Users tab.

Assigning Roles to a Non-ACD User

Use this task to assign roles to a non-ACD user. You can assign non-ACD users to the

following roles: knowledge worker, supervisor, manager, evaluator, and archive user.

TASK

1. Select the non-ACD user from the Unassigned Users tab.

TEP RESULT: The user’s properties appear in the User Properties section of the

window.

2. Select the desired role check box in the Roles section.

– If you assigned the Knowledge Worker role, you can now assign the

knowledge worker to a team using the enabled Assigned Team field. Select

the appropriate team from the drop-down list. The team can consist only of

knowledge workers.

NOTE: Quality Management does not record the knowledge worker until

you assign that user to a team.

– If you assigned the Manager role, you can now assign a group to the

manager. Click Add under the Manager’s Groups section and select the

appropriate group.

– If you assigned the Supervisor role, you can now assign a team to the

supervisor. Click Add under the Supervisor’s ACD Teams and/or

Supervisor’s Quality Management Teams sections and select the

appropriate team(s).

3. Click Save.

Non-Active Directory Systems

In a non-Active Directory system, there are two types of users:

• ACD User. A user set up as an agent and/or supervisor and assigned to a team

in Unified CCX. You can assign an ACD user to manager, evaluator, and archive

user roles in Quality Management.

• Quality Management User. A non-agent user set up in Quality Management.

NOTE: Whenever you modify a user in Unified CCX (for example,

change a user’s name), the modifications do not appear in Quality

Management until synchronization occurs. The synchronization