Maintenance Manual

Personnel
User Administration
99
Configuring an ACD User
Use this task to configure a Unified CCX user for Quality Management. An ACD user is
not a part of Quality Management system until you configure the ACD user in Quality
Management Administrator.
An ACD user can only be assigned the agent role or supervisor role in Unified CCX. You
can only assign ACD teams to a supervisor in Unified CCX.
Enter the ACD user’s Windows login name and Quality Management login password to
configure an ACD user in Quality Management.
TASK
1. On the Not Configured Users tab, locate and select the user you want to configure.
2. In the User Properties section, click Edit User and enter the user’s Windows Login
and Quality Management Password.
Assigned Team The team assigned to the agent or knowledge worker.
NOTE: The Assigned Team drop-down list only displays teams
containing knowledge workers.
User ID The user ID assigned to the user. If the user is an ACD user, the
format is <agent’s PG>.<agent’s ICM Peripheral Number>. If the
user is a Quality Management user, the Quality Management
system assigns a number.
Roles The roles assigned to the user. The available check boxes are as
follows:
• Agent (available for ACD users only and disabled by default)
• Knowledge Worker (available for non-ACD users only)
• Supervisors (disabled by default for ACD users)
• Evaluator
• Manager
•Archive User
Supervisor’s ACD
Team
Lists the ACD teams assigned to the supervisor.
Supervisor’s QM Team Lists the QM teams assigned to the supervisor.
Manager’s Groups Lists the groups assigned to the manager.
Column Description