Configuration Object Management

Configuration Object Management is responsible for the general management of configuration objects on your system. Configuration objects might include:

User-related functions are described in Account Management.

System-related functions are described in Configuration Management.

Note: Configuration objects that can be configured in the Accounts menu can also be configured in Configuration Manager, and vice-versa. For example, to create user accounts, you can choose to use the User Accounts page in the Accounts menu, or you can use the Users page in Configuration Manager. Although these processes are different, the created objects are treated the same way in the Configuration Database.

Common Object Properties

All objects have the following configuration properties and elements:

Account Management

The Accounts menu 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.

The Accounts menu includes the following pages:

Configuration Management

Configuration Manager enables you to create and manage system-level configuration objects such as Alarm Conditions, Business Attributes, Hosts, and more.

Configuration Manager includes includes the following pages: