Chapter 04. Role Administration

About Role Administration

A role is a classification applied to users and teams to control access to functions of the Administration Server, and to define the criteria for assigning work. The role defines the "personality" of the user or team that uses it to log into the Administration Server.

Access and Configuration

The Role Administration function allows you to define whether a user who is assigned a particular role can:

• Access one or more queues
• Have role-specific skills and work item utilization settings
• Have alerts and notifications for new work assignments (not supported in this release)

Administrative Roles

The Role Administration function also allows you to define roles with administrative privileges. Roles define whether a user has permissions to:

• Access Areas in Management Console
• Be a Super User (with access to all areas of the Management Console)
• Edit organization information

Logging into the Administration Server

When users log into the Administration Server, they specify a role that determines their "personality”. If the user has more than one assigned role, the Administration Server displays a page for the user to select one role.

If you create teams for your organization and assign a role to a team, then any user who logs into the Administration Server with that role is automatically a member of the team.

Skills

You can assign skills to roles to define the important abilities and aptitudes that apply to the role for working with applications. Skills are used to route work assignments using skills-based routing.

If skills differ between role, team, and individual user, users inherit skills based on the following order of precedence:

• Skills assigned directly to the user override all other settings.
• If skills are not assigned directly to a user, skills assigned to the team override all other settings.
• If skills are not assigned to a user or a team, skills based on the skill - role Modifier override the other setting.
• If all of the above skill settings are null, the system uses skills based on role assignment.

Utilization

You can assign utilization settings to roles. Utilization defines the workload capacity required for a user with this role to complete a work item of a given type. A work item that involves a customer phone call likely requires 100% of a user's capacity, while an emailed troubleshooting ticket may only require 50% utilization for a senior-level technician role.

If utilization settings differ between role, team, individual users, and the organization, users inherit utilization settings based on the following order of precedence:

• Utilization settings assigned directly to the user override all other settings.
• If utilization settings are not assigned directly to a user, team utilization settings override all other settings.
• If utilization settings are not assigned to a user or a team, utilization settings based on the utilization - role Modifier override all other settings.
• If utilization settings are not assigned to a user, team, or utilization - role Modifier, role utilization settings override the other setting.
• If all of the above utilization settings are null, the system uses utilization settings associated with the organization.

Procedure: Administering Roles

To access role administration functions, click the Role Administration link on the Administration Home page. Clicking the Role Administration link launches the Role Administration wizard.

The Role Administration wizard allows you to:

• Modify existing roles
• Create new roles
• Assign a queue to a role
• Create a new queue
• Assign role skills
• Create new skills
• Assign utilization settings to a role

The following diagram is a map of the role administration process (Part 1 of 2):

The diagram of the role administration process continues below (Part 2 of 2):

4.3 Role Administration Page

This section provides definitions for fields on the Role Administration page.

Fields

Role Name

Operations

Create Role

Edit Role Page

This section provides definitions for fields on the Edit Role page.

Fields

Role Name

Role Description

Alert Play Sound

Alert Send Email Notification

Is Super User

Distribute My Queue Work Items Only

Can Access Deployment Area

Can Access Deployment Target Area

Can Access JDBC Area

Can Access Application Server Area

Can Start Up/Shut Down Application Server

Can Edit Organization

Can Access Queue Area

Can Access Role Area

Can Access Skill Area

Can Access Status Area

Can Access Campaign Management

Can Access Team Area

Can Access Update StarPound Application and Agent Server

Can Access User Area

Can Access Utilization Area

Can Access Telephony Area

Can Access Switch Config Area

Can Access Custom Lib Area

Can Access Dashboard

Can Access Resource Pool Area

After you have specified all the necessary settings for the role, click <Next> button, so that you will be able to setup a queue for the role.

Queue Setup for <Role> Page

This section provides definitions for fields on the Queue Setup for <Role> page.

Fields

Queue

Queue Name

Operations

Create Queue

Create Queue for <Role> Page

This section provides definitions for fields on the Create Queue for <Role> page.

Fields

Queue Name

Queue Description

Queue Type

• Pull, where users must retrieve items from the queue
• Push, where work items with media (phone calls or live chat) are directed to users immediately when the item is assigned

Agent Alert Time (sec)

Alert Timeout Agent Status

Statistics Period

Time in Queue (sec)

Route Timeout (sec)

Media Queue

After Work Time (seconds)

Default Distribution Policy

• Group Ring, where all available users are notified of the new work item.
• Round Robin, where work items are distributed to available users in rotation. The first item is assigned to the first user, the second to the second user and so on.
• Sequential, where work items are distributed in priority order, always starting with the first user in the defined sequence. If the first user is not available, the item is distributed to the second user or the next available user in the sequence.

Permissions for <Role> on <Queue> Page

This section provides definitions for fields on the Permissions for <Role> on <Queue> page.

For each role, you must grant permissions for the users with that role to accomplish activities on each queue for each work item type. If you do not grant permission on the queue for a work item type, users with that role will not see work items of that type, even if their role includes access to the queue. You cannot grant access to a queue without granting permissions.

For example, you might grant permission for users with the Tech Support role to accept PC troubleshooting work items on the Help Desk queue. Without that permission, users with the Tech Support role would not see items with that work item type in the queue.

In order to grant permission to a work item type for this role and queue, you must first create a work item type in the Utilization area.

Fields

Work Item Type

Permission

• Accept. Permits users to accept work items with the specified work item type on the queue.
• Listen In. Permits users to listen into phone calls associated to work items.
• Transfer. Permits users to transfer an assigned work item to another user.
• End. Permits users to end an assigned work item using the End button on the Media Control bar.

Skill Factors for <Role> Page

This section provides definitions for fields on the Skill Factors for <Role> page.

Fields

Skill Name

Skill Value

Proficiency

Desire to Use

Operations

New Skill

New Skill Factor Page

This section provides definitions for fields on the New Skill Factor page.

You can enter up to three skill and skill value combinations on this page.

Fields

Skill Name

New Skill Name

Skill Value

New Skill Value

Proficiency

Desire to Use

The next step is setting up Utilization for <Role> page.

Utilization for <Role> Page

This section provides definitions for fields on the Utilization for <Role> page.

In order to add utilization settings for this role, you must first create a work item type in the Utilization area.

Fields

Work Item Type

Work Item Type Name

Percent Utilization

Max Assigned

Inherited Percent Utilization

Inherited Max Assigned

Inherited Source

Operations

Add Utilization

Edit Utilization for <Role> Page

This section provides definitions for fields on the Edit Utilization for <Role> page.

Fields

Work Item Type Name

Percent Utilization

Max Assigned