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A31003-P3010-U106-16-7619, 03/2014
myAgent, User Guide 85
Appendix
Agent Functions Independent of the Authorization Level
13 Appendix
The Appendix provides details on the different authorization levels (classes of
service) of contact center agents, possible restrictions on using system features,
and the various call number formats. In addition, it also includes notes on the
simultaneous usage of myAgent and other UC Suite clients via one UC Suite user
account.
Related Topics
13.1 Agent Functions Independent of the Authorization Level
When an agent is configured by the administrator of the communication system,
the rights of the agent are defined by selecting the authorization level (Agent,
Supervisor or Administrator). An agent with the authorization level of a Supervisor
or Administrator has elevated privileges.
The differences between the authorization levels are summarized in the following
table.
myAgent:
Activity
Authorization level (class of service)
Agent Supervisor Administrator
Assign an agent to a queue X X
Move an agent to another queue X X
Remove an agent from the
queue
–XX
Change the status of an agent X X
Display / hide the agent binding
list
Assigned queues All queues All queues
Edit an agent assignment X X
Display list of Contact Center
calls
Assigned queues All queues All queues
Activate myAgent screen pop
automatically for alarms
–XX
Activate alarm tone X X
Display wallboard Assigned queues All queues All queues
Display the Grade of Service
graph
Assigned queues All queues All queues
Display the Average Times graph Assigned queues All queues All queues
Move call to first position in a
queue
–XX
Record a call Current call All calls All calls
Save recording of call as WAV
file or send as WAV file by e-mail
–XX
85


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