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Team Lead Privileges

Team Lead Privileges

The following table lists the Team Lead privileges in the Interaction Workspace Team Lead Privileges section of the Role Privileges tab that can be enabled for a role. Privileges are assigned as configuration options in the Role Privileges tab of the Role object in Genesys Administrator (refer to the Procedure: Creating a Role and allowing an Interaction Workspace privilege and assigning a Role to an agent or agent group).

Team Lead Privileges

Role privilege

Description

Team Lead - Can Use Allows the agent to use Team Lead functionality.
Team Lead - Can Auto Monitor Voice Interactions Allows the automatic monitoring of all the voice interactions of a selected agent.
Team Lead - Can Monitor Current Voice Interactions Allows the monitoring of the currently active voice interaction of a selected agent.
Team Lead - Can Auto Monitor Chat Interactions Allows the automatic monitoring of all the chat interactions of a selected agent.
Team Lead - Can Monitor Current Monitor Chat Interactions Allows the monitoring of a selected active chat interaction of a selected agent.
Team Lead - Can Coach Chat Via Voice Allows the team lead to coach an agent via the voice channel during a monitored chat interaction.
Team Lead - Can Barge-in Voice Allows the team lead to barge in to voice interactions.
Team Lead - Can Stop Supervising Voice Allows the team lead to stop supervising voice interactions for the selected agent.
Team Lead - Can Coach Chat and Voice Via IM Allows the team lead to coach an agent via the instant messaging channel during a monitored chat or voice interaction.
Team Lead - Can Coach Chat Via Chat Allows the team lead to coach an agent via the chat channel for a monitored chat interaction.
Team Lead - Can Barge-in Chat Allows the team lead to Barge in to Chat interactions.
Team Lead - Can Stop Supervising Chat Allows the team lead to stop supervising chat interactions for the selected agent.
This page was last modified on February 15, 2013, at 10:35.

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