Agent Management Access Configuration

Agent management access configuration has been developed for Voice Skills, Webchat Skills and Campaigns in Tegsoft. With agent management access, users can

• see the only queues/campaigns on reports for which they are authorized,
• access the only report data of the agents in that queues/campaings for which they are authorized,
• assign agents to all queues/campaigns even if they are not authorized.

Note: This development only affects reports and agent management, it has no effect on the agent display on real-time monitoring screens such as Tegsoft Dashboard.

This article describes the configuration procedures required to create and assign agent management access to a user.

To complete this configuration, please carefully follow the steps below and review the case study at the end of the article.

1. Creating Access Right

To begin, you need to create a new access right for agent management. You will use this access right in the next configuration steps.

Follow the steps below in Tegsoft to create new access right.

Step 1 – Click System Management.
Step 2 – Click Access Rights.
Step 3 – Click plus icon (+) to add new access right.
Step 4 – Enter the access name and description.
Step 5 – Click the Save.

2. Creating User 

The next step is to create a user who will have access to manage the agents.

Follow the steps below in Tegsoft to create new user.

Step 1 – Click Settings.
Step 2 – Click User Management.
Step 3 – Click plus icon (+) to add new user.
Step 4 – Set parameters for the user. (It is recommended to select the Primary role as Default to avoid automatically assigning various access rights to the user, which may affect the configuration.)
Step 5 – Click the Save.

3. Assigning Access Rights to User 

In order to determine which sections of the application are accessible for the user, you need to assign access rights to this user. You also should assign the access right that you created in step 1 to this user.

Follow the steps below in Tegsoft to assign access rights to the user.

Step 1 – Select User.
Step 2 – Select the access right you want your user to have, especially the specific one you defined in the first step of this article.
Step 3 – Click assign button (►) to assign the access right to the user.

4. Activating Agent Management Access for Skill or Campaign

Agent Management Access parameter can be configured in

• Voice Skills (Queues),
• Webchat Skills (Queues), and
• Voice Campaign Manager in Tegsoft.

This means that you can assign a user access to manage agents only based on queue or campaign.

For which menu you want to activate agent management access, find the "Agent management access" parameter from the relevant menu and select the access right you defined in the first step of this article.

This parameter is shown for each menu on the following screens.

 ➤ For Voice Skills (Queues);

 ➤ For Webchat Skills (Queues);

 ➤ For Voice Campaigns;

5. Assigning Agents to Skill or Campaign

Note that the agents to be managed should be assigned to the relevant skill or campaign.

On the following screen, agent assignment section only for voice skills (queues) is shown. If you are configuring access for a webchat skill or campaign, please assign agents from the relevant menu.

6. Assigning Agents to User

As a final step, you should assign agents as the access allowed agents to the user.

Follow the steps below in Tegsoft to assign agents to the user.

Step 1 – Click Management.
Step 2 – Click Agents.
Step 3 – Click User List tab.
Step 4 – Select the User.
Step 5 – Click the headphone icon to define the user as an agent.

Step 1 – Go back to the Agent Details tab.
Step 2 – Select the User.
Step 3 – Select the Agent from the Access Allowed Agents list.
Step 4 – Click assign button (►) to assign the Agent to the User.

After successfully completing the configuration, the user with Agent Management Access can view and take action on any queues or campaigns in agent management, while only generating reports on queues or campaigns for which access has been defined.

A Case Study of Agent Management Access Configuration

An example Agent Management Access configuration is detailed in this section. All case study steps are given in accordance with the configuration steps above.

This case study is designed for Supervisor Carla to have agent management access in the 6000-Sales skill.

1. Creating Access Right for Supervisor Carla

An access right named "Agent Management - Supervisor Carla" has been created.

2. Creating User for Supervisor Carla

A user account with the default primary role has been created for Supervisor Carla.

3. Assigning Access Rights to Supervisor Carla 

In this case study, it has been intended that Supervisor Carla have the authority to generate reports for only 6000-Sales skill and manage her agents with full access (assign to any queue, etc.).

Therefore, the following access rights have been assigned to Supervisor Carla.

• Agent Management - Supervisor Carla (created in step 1)
• MENU - Reports
• MENU - Call Detail Recording (CDR)
• MENU - Skill (Queue) Reports
• MENU - Agent Activity Reports
• MENU - CC Management
• MENU - Agents
• CC - Agent management - Skill assignment operations
• CC - Agent management - Activity assignment operations
• CC - Agent management - Campaign assignment operations
• CC - Agent management - Extension assignment operations
• CC - Agent management - CTI Popup assignment operations
• CC - Agent management - Changing Agent Profile
• CC - Agent management - Access to reject incoming call
• CC - Agent management - Not ready state dialing preferences
• CC - Agent management - Supervisor assignment operations

4. Activating Agent Management Access for 6000-Sales Skill

The Agent Management Access parameter for the 6000-Sales skill has been selected as Agent-Management - Supervisor Carla created in step 1.

5. Assigning Agents to 6000-Sales Skill

Agent Jane and Agent John has been assigned to the 6000-Sales skill.

6. Assigning Agents to Supervisor Carla

Agent Jane and Agent John has been assigned as Access Allowed Agents for Supervisor Carla.

After the configuration was completed, the calls were answered by agents other than Agent Jane and Agent John in the system. Then Supervisor Carla generated the CDR report. In this report, Carla could only view the skill and agent data that had access to it, but could not view any other data in the system.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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