Account Management enables you to create and manage user accounts, agent groups, roles, skills, access groups, and capacity rules. This includes the ability to create user accounts from templates and manage user accounts either one at a time or in bulk. Users can be assigned to agent groups that represent specific areas of the business. You can also add groups of similar users to access groups that share the same set of roles and permissions for manipulating objects, which provides a simplified method for provisioning security. Capacity-rules management enables you to define rules for managing the volume of interactions within a business.
Account Management includes the following sections:
These pages explain how to manage user accounts.
These pages explain how to manage agent groups.
These pages explain how to manage agent skills.
These pages explain how to manage access groups.
These pages explain how to manage roles.
These pages explain how to manage capacity rules.