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CCAdv/WA Access Privileges


The following Tables list all Contact Center Advisor/Workforce Advisor privileges. The Tables include a description of the consequence to the user if the privilege is present or absent.

The Administration module Users page is not controlled by an option; all users who can access the Administration module have access to the Users page. However, the Users page no longer displays any information about the user accounts, so there is no need to control access to this page. Please refer to the following documents for more information about configuring user profiles:

Advisors Interface

Privilege Behavior When Present Behavior When Absent
Advisors.ChangePassword.canView User sees the Change Password button located at the top of the Advisors interface. Change Password button is hidden.

New3.png Advisors.RMC.canView

NOTE: Replaces AdvisorsAdministration.RMC.canView starting with Advisors release 8.5.101.

For detailed information about configuring users to access RMC in Advisors release 8.5.101 and later, including which permissions to assign, see Configuring RMC Users in the Genesys Configuration Layer.

User can access the Resource Management Console (RMC) from the CCAdv dashboard and the WA dashboard. User does not see options to launch the RMC in either the CCAdv dashboard or the WA dashboard.

New3.png Advisors.RMC.ManageAgentSkills.canView

Introduced in release 8.5.101.

For detailed information about configuring users to access RMC in Advisors release 8.5.101 and later, including which permissions to assign, see Configuring RMC Users in the Genesys Configuration Layer.

When the user opens the RMC window from either the CCAdv dashboard or the WA dashboard, the Manage Skills pane displays in the RMC window and is active. When the user opens the RMC window from either the CCAdv dashboard or the WA dashboard, there is no Manage Skills pane in the RMC window.

New3.png Advisors.RMC.ManageAgentStatus.canView

Introduced in release 8.5.101.

For detailed information about configuring users to access RMC in Advisors release 8.5.101 and later, including which permissions to assign, see Configuring RMC Users in the Genesys Configuration Layer.

When the user opens the RMC window from either the CCAdv dashboard or the WA dashboard, the Manage Status pane displays in the RMC window and is active. When the user opens the RMC window from either the CCAdv dashboard or the WA dashboard, there is no Manage Status pane in the RMC window.

Contact Center Advisor

Privilege Behavior When Present Behavior When Absent
ContactCenterAdvisor.ActionManagementReport.canView

Introduced in release 8.1.3.
NOTE: The privilege to grant access to the Action Management Report in Contact Center Advisor or Workforce Advisor is related to the Alert Management privilege. That is, if a user has the ContactCenterAdvisor.ActionManagementReport.canView privilege, then that user should also have the privilege to view Alert Management (AlertManagement.canView).

User can access an Action Management Report by double-clicking on an Alert tile in the Map pane, or by clicking on the arrow for each alert in the Alerts pane. Clicking on the tiles in the Map pane does not launch an Action Management Report, and the Action Management Report arrow for alerts in the Alerts pane is not shown.
ContactCenterAdvisor.Dashboard.canView User can access the CCAdv dashboard. This is a replacement for the module access that was previously assigned on a user-by-user basis. User cannot access CCAdv dashboard, and the Contact Center Advisor tab is not shown to the user.
ContactCenterAdvisor.Dashboard.AgentGroupsPane.canView User can see data in the Agent Groups pane. User sees an empty Agent Groups pane at all times.
ContactCenterAdvisor.Dashboard.ColumnChooser.canView User has access to the column chooser button on the dashboard. Column chooser button is not displayed on dashboard.
ContactCenterAdvisor.Dashboard.EnterpriseStats.canView User can see the Enterprise row and statistics on the dashboard. The Enterprise row is not sent from the server to the dashboard, which means the user does not see it.
ContactCenterAdvisor.PerformanceMonitor.canView User can access Performance Monitor. User does not see the Performance Monitor button on the dashboard.
ContactCenterAdvisor.PerformanceMonitor.CallFlowPane.canView

NOTE: If both ContactCenterAdvisor.PerformanceMonitor.CallFlowPane.canView and ContactCenterAdvisor.PerformanceMonitor.CurrentCapacity.canView are excluded from a user’s role, then the left side of the Performance Monitor window is not displayed to the user.

User can see the Call Flow pane and metrics in the Performance Monitor window. The Call Flow pane is shown, but no metrics or values are displayed.
ContactCenterAdvisor.PerformanceMonitor.CurrentCapacity.canView

NOTE: If both ContactCenterAdvisor.PerformanceMonitor.CallFlowPane.canView and ContactCenterAdvisor.PerformanceMonitor.CurrentCapacity.canView are excluded from a user’s role, then the left side of the Performance Monitor window is not displayed to the user.

User can see the Current Capacity pane and metrics in the Performance Monitor window. The Current Capacity pane is shown, but no metrics or values are displayed.
ContactCenterAdvisor.Dashboard.PivotSelect.canView User has access to the pivot drop-down list that allows them to switch views of the pivot table. Pivot drop-down list is not shown in the top left pane.
ContactCenterAdvisor.AlertManagement.canView

NOTE: In release 8.1.3, this privilege was replaced with Alert Management–specific privileges.

User has access to the Alert Management tab and the Action Management Report page. User can access the Action Management Report either by clicking on the Alert Management tab, by double-clicking on the alert tiles in the map, or by clicking on the arrow for each alert in the Alerts pane. The Alert Management tab is not shown; clicking on the tiles in the map does not launch the Action Management Report; and the Action Management Report arrow for alerts in the Alerts pane is not shown.

Workforce Advisor

Privilege Behavior When Present Behavior When Absent
WorkforceAdvisor.ActionManagementReport.canView

This privilege is applicable to Release 8.1.3 and later. In a migration scenario, this privilege is not defined in any existing Advisors role in the Configuration Server settings. An administrative user must update existing roles, or create new roles, and add the privilege to allow the described access or activity.

User can access an Action Management Report page by double-clicking on an Alert tile in the Map pane, or by clicking on the arrow for each alert in the Alerts pane. Clicking on the tiles in the Map pane does not launch an Action Management Report page, and the Action Management Report arrow for alerts does not display in the Alerts pane.
WorkforceAdvisor.Dashboard.AgentGroupsPane.canView

Introduced in release 8.1.3.

User can see data in the Agent Groups pane. User always sees an empty Agent Groups pane with a message stating the lack of access to the Agent Groups pane.
WorkforceAdvisor.Dashboard.canView User can access the WA dashboard. User cannot access WA dashboard, and the Workforce Advisor tab is not shown to the user.
WorkforceAdvisor.Dashboard.ColumnChooser.canView

Introduced in release 8.1.3.

User has access to the Column Chooser button on the dashboard. The Column Chooser button is not displayed on the dashboard.
WorkforceAdvisor.Dashboard.EnterpriseStats.canView

Introduced in release 8.1.3.

User can see the Enterprise row in the pivot table (Contact Centers pane). The Enterprise row does not display in the pivot table (Contact Centers pane).
WorkforceAdvisor.Dashboard.PivotSelect.canView

NOTE: Because there are additional hierarchies in WA specifically to display agent group contact centers, users must have permission to access the hierarchy grouping (WorkforceAdvisor.Dashboard.PivotSelect.canView) if agent group contact centers are configured.
Introduced in release 8.1.3.

User has access to the hierarchy drop-down list on the Contact Centers pane. The hierarchy drop-down list does not display on the Contact Centers pane.

Alert Management

Privilege Behavior When Present Behavior When Absent
AlertManagement.canView

Introduced in release 8.1.3.

User has access to the Alert Management tab. The Alert Management tab does not display for the user.
AlertManagement.ActionManagementReport.canView

Introduced in release 8.1.3.

User can create a new Action Management Report, and update or delete an existing report. The New and Delete buttons are not displayed in the Action Management Report pane, and the Edit/Delete column is not shown.

Administration Module

Privilege Behavior When Present Behavior When Absent
AdvisorsAdministration.canView User has access to the Administration module. User cannot access the Administration Module, and the module tab is not shown to the user.
AdvisorsAdministration.SystemConfiguration.canView User can access System Configuration page; option is shown on menu. System Configuration option is not shown on the Administration menu.
AdvisorsAdministration.Regions.canView User can access the Regions page; option is shown on the Administration menu. Regions option is not shown on the Administration menu.
AdvisorsAdministration.ApplicationGroups.canView User can access the Application Groups/Thresholds page; option shown on menu. Application Groups/Thresholds option is not shown on the Administration menu.
AdvisorsAdministration.ContactCenters.canView User can access the Contact Centers page; option shown on menu. Contact Centers option is not shown on the Administration menu.
AdvisorsAdministration.ApplicationConfiguration.canView User can access the Application Configuration page; option shown on menu. Application Configuration option is not shown on the Administration menu.
AdvisorsAdministration.AgentGroupConfiguration.canView User can access the Agent Group Configuration page; option shown on menu. Agent Group Configuration option is not shown on the Administration menu.
AdvisorsAdministration.ContactGroupConfiguration.canView User can access the Contact Group Configuration page; option shown on menu. Contact Group Configuration option is not shown on the Administration menu.
AdvisorsAdministration.Metrics.canView
User can access the Report Metrics page; option shown on menu. Metrics option is not shown on the Administration menu.
AdvisorsAdministration.MMW.canCreate

Introduced in release 8.1.3.

User can create custom metrics. The Create function and the Copy function do not display in the Metric Manager.
AdvisorsAdministration.MMW.canEdit

Introduced in release 8.1.3.

Grants privilege to edit any metrics. The Edit function does not display in the Report Metrics Manager.
AdvisorsAdministration.MMW.canDelete

Introduced in release 8.1.3.

Grants privilege to delete custom metrics. The Delete function does not display in the Report Metrics Manager.
AdvisorsAdministration.MMW.SourceMetrics.canView Grants privilege to view the Source Metrics page. The Source Metrics page, and the link to it in the Administration module, do not display.
AdvisorsAdministration.MMW.SourceMetrics.canCreate Grants privilege to create custom source metrics. The Create Source Metrics button does not display on the Source Metrics page.
AdvisorsAdministration.MMW.SourceMetrics.canEdit Grants privilege to edit source metrics. The Edit function does not display on the Source Metrics page.
AdvisorsAdministration.MMW.SourceMetrics.canDelete Grants privilege to delete custom source metrics. The Delete function does not display on the Source Metrics page.
AdvisorsAdministration.DistributionLists.canView User can access the Distribution Lists page; option shown on menu. Distribution Lists option is not shown on the Administration menu.
AdvisorsAdministration.ManualAlerts.canView User can access the Manual Alerts page; option shown on menu. Manual Alerts option is not shown on the Administration menu.
AdvisorsAdministration.AlertManagement.AlertCauses.canView User can access the Alert Causes page; option shown on menu. Alert Causes option is not shown on the Administration menu.
AdvisorsAdministration.AlertManagement.KeyActions.canView User can access the Key Actions page; option shown on menu. Key Actions option is not shown on the Administration menu.
AdvisorsAdministration.GenesysAdapter.Configuration.canView User can access the Genesys Adapter Objects Configuration page; option shown on menu. The Genesys Adapter section (which includes the Object Configuration and Manage Adapters options) is not shown on the Administration menu.

AdvisorsAdministration.RMC.canView
NOTE: The AdvisorsAdministration.RMC.canView privilege is discontinued starting with Advisors release 8.5.101; Advisors.RMC.canView and AdvisorsAdministration.RMC.Notifications.canView replace it.

If your existing Advisors installation includes AdvisorsAdministration.RMC.canView, and you migrate to Advisors release 8.5.101 or higher, the AdvisorsAdministration.RMC.canView privilege remains in your installation, but Advisors ignores it. You must add the Advisors.RMC.canView privilege to provide user access to the RMC and the AdvisorsAdministration.RMC.Notifications.canView privilege to maintain the role-based access control of RMC notification lists and templates in the Administration module.

User can access the Resource Management-related pages in the Administration module, which are Notification Lists and Notification Templates; both options are shown on the Administration module menu. Control Panel section (which includes the Notification Lists and Notification Templates options) is not shown on the Administration module menu.

New3.png AdvisorsAdministration.RMC.Notifications.canView
NOTE: Replaces AdvisorsAdministration.RMC.canView starting with Advisors release 8.5.101.

User has access to the following pages in the Administration module:
  • Notification Templates
  • Notification Lists

User can create a new notification template in the Resource Management window and use it once, or save the template to use it again.

The Control Panel section does not appear in the Administration module’s navigation pane and there are no links to the following pages:
  • Notification Templates
  • Notification Lists

User can create a template in the Resource Management window and use it once; there is no option to save a new template for reuse.

AdvisorsAdministration.PeripheralGateways.canView User can access the Switches/Peripherals page. Switches/Peripherals option is not shown on the Administration menu.
AdvisorsAdministration.DeletedObjects.canView User can see the deleted objects in Genesys Administrator server in the corresponding Administration pages. Deleted objects in Genesys Administrator are not shown in the corresponding Administration page.

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This page was last modified on October 23, 2015, at 14:09.