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 supervisor agents. Supervisor agents have the ability to monitor agent activity and to adjust their participation in queues.
- 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.
Account Manager allows you to create user profiles, and assign them with agent or administrator privileges for Virtual Contact Center.
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