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Defining a Role with Granular Control

Managing a large number of agents and queues in a contact center can be challenging. You can now define administrator roles with granular control to administer and manage an individual agents group, a queue, or a channel. For example, if your contact center experience large inbound call volume to support queue, you can create an administrator role to configure and manage the support queue exclusively.

The following objects in the Configuration Manager offer individual settings for role permissions:

To set up a role with granular control:

  1. In the role permissions screen, select an object with individual settings.
  2. Check the box under Use Individual Settings.

    Figure 26: Editing Individual Settings

  3. Click Edit Individual Settings link to make individual selections. 
  4. From the list of available items within the area, assign individual permissions.

    Figure 27: Assigning Individual Permissions

  5. Click OK.

    The definition of individual settings is complete for the role.

  6. Save the role and assign an administrator.


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