You can configure interaction handling and custom-view creation permissions for agents and supervisors.
From Admin Portal, go to ResourcesInfinity User Profile.
ADDITIONAL INFORMATION:
Admin Portal displays the list of existing Avaya Infinity™ user profiles.
From the Server list, select the required Avaya Infinity™ server to filter the list.
Find an Avaya Infinity™ user profile to update and click the Edit icon.
From the Action list, select Home List.
From the Monitoring Action(s) list, select one of the following options:
ADDITIONAL INFORMATION:
All: The user profile has access to all interactions.
None: The user profile cannot view any interactions.
Only Private: The user profile can privately view interactions.
Only Public: The user profile can publicly view interactions.
From View Type, select one of the following options:
ADDITIONAL INFORMATION:
All: The user profile can access all interaction views.
Defined: When you select this option, Admin Portal displays the Defined Views field to select one or more of the following view types:
All Active Interactions: All active interactions in the queues to which the user profile is logged in.
All Active Interactions- Queue Access: All active interactions in the queues to which the user profile has access.
My Completed Interactions: All completed interactions that users can access.
My Active Interactions: The active interactions of the user profile in the queue.
My Completed Interactions- Last 30 days: The completed interactions in the last 30 days.
None: The user profile has no access to views.
From the Create/Edit Views list, select Yes to create or modify custom views for a user profile.
From the Outbound Permissions Phone list, select Yes to create outbound phone calls from the queue.
From the Completed Action(s) list, select one of the following options:
ADDITIONAL INFORMATION:
All: User profiles can open and view any completed interactions for the queues, including completed interactions of other user profiles in the same queues.
My: User profiles can open and view their completed interactions.
None: User profiles cannot open or view any completed interactions.
From the Outbound Permissions Phone list, select Yes to make outbound phone calls from the queue.
