Users are grouped under the Users tab in the Configuration Manager. It allows the Primary Administrator to assign the privileges of an agent and administrator to the same user, eliminating the need for separate logins. Users in Virtual Contact Center are grouped into:
- Agents: Agents handle customer interactions channeled through the contact center. Virtual Contact Center supports regular agents and supervisors.
See Add Agents for details.
- Supervisors: Supervisors are agents with special privileges who have the ability to monitor agent activity and to adjust their participation in queues. See Grant Supervisors Rights for details.
- Administrators: Administrators configure the contact center's resources and behavior. An administrator can be a Primary Administrator with unrestricted access to all the configuration objects, or a Secondary Administrator with full or partial configuration rights.
See Add Administrator for details.