New Profile page field descriptions

Last Updated : Jun 12, 2024 |

Fields

Description

Name

The name of the user profile.

Description

The description of the user profile.

Workspaces Ux Profile

The UX profile assigned to the user profile.

Membership

Fields

Description

Roles

The roles associated with the user profile.

You can select multiple roles for a user profile. When you assign a user to the user profile, Application Center Administration assigns these roles to the user.

Member Of

The user groups associated with the user profile.

You can select multiple user groups for a user profile. When you assign a user to the user profile, Application Center Administration assigns the user to these user groups.

Roles

Description

Administrator

An administrator that configures all contact center functionality in Application Center Administration for the tenant account. In the documentation, this type of administrator is also referred to as "account administrator". This administrator has the capabilities of an expert user and can use Orchestration to design flows, and Automation for self-service configuration.

Agent

An agent that uses Avaya Workspaces to handle customer interactions.

Business Analyst

A user who has the permission to create, view, and deploy workflows.

Historical Reporting_Advanced

An advanced reporting user that uses Analytics for Avaya Experience Platform™ Public Cloud to run historical reports.

Historical Reporting_Basic

A basic reporting user that uses Analytics for Avaya Experience Platform™ Public Cloud to run historical reports.

Historical Reporting_Consumer

A consumer reporting user that uses Analytics for Avaya Experience Platform™ Public Cloud to run historical reports.

Reporting_Administrator

A user that can manage and run real-time reports in Avaya Workspaces. Reporting Administrator can make the created views and dashboards private or public. Other users can access public views and dashboards. You must assign this role to Supervisors.

Only users with the Supervisor, Reporting_Administrator, and Reporting_Supervisor roles assigned can manage and run real-time reports. Administrators cannot run real-time reports. You can also assign a combination of Agent, Supervisor, and Reporting_Administrator or Reporting_Supervisor roles to users to enable them to run reports and handle interactions.

Reporting_Supervisor

A user that can manage and run real-time reports in Avaya Workspaces. Reporting Supervisor can only create private views and dashboards. Other users cannot access private views and dashboards. You must assign this role to Supervisors.

Only users with the Supervisor, Reporting_Administrator, and Reporting_Supervisor roles assigned can manage and run real-time reports. Administrators cannot run real-time reports. You can also assign a combination of Agent, Supervisor, and Reporting_Administrator or Reporting_Supervisor roles to users to enable them to run reports and handle interactions.

Supervisor

A supervisor that manages agents within the contact center. Supervisors can use Avaya Workspaces to manage agents on their team.

Workspaces Admin Widgets Administrator

An administrator that manages Avaya Workspaces features such as layouts and widgets.

For more information on user permissions, see User roles.

Features

Option

Fields

Description

Email

–

Move the slider to enable the email channel for this profile.

Auto Answer

Select the check box to enable auto answer on all email interactions for users assigned to this profile. When you enable auto answer, email interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select the check box to enable after contact work on all email interactions for users assigned to this profile. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

Chat

–

Move the slider to enable the chat channel for this profile.

Auto Answer

Select the check box to enable auto answer on all chat interactions for users assigned to this profile. When you enable auto answer, chat interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select the check box to enable after contact work on all chat interactions for users assigned to this profile. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

Messaging

–

Move the slider to enable the messaging channel for this profile.

Auto Answer

Select the check box to enable auto answer on all messaging interactions for users assigned to this profile. When you enable auto answer, messaging interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select the check box to enable after contact work on all messaging interactions for users assigned to this profile. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

Voice

–

Move the slider to enable the voice channel for this profile.

Auto Answer

Select the check box to enable auto answer on all voice interactions for users assigned to this profile. When you enable auto answer, voice interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select the check box to enable after contact work on all voice interactions for users assigned to this profile. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

Recorder

–

Toggle on the switch to enable the Call Recording feature for the profile.

You cannot toggle off the switch if the recorder is enabled and the switch is disabled for voice.

To enable the Call Recording feature for outbound calls, you must first configure it for inbound calls. For more information about configuring the Call Recording feature for inbound calls, see the profile and user configuration procedures under Avaya Experience Platform™ basic configuration for voice.

Matching Attributes

–

Select the attributes that you want to use to route interactions to agents assigned to this profile.

Queues

–

Click Add Queue to assign queues to the profile.

Select the queue to assign from the Queue Name field and enter a proficiency level in the Proficiency field. A proficiency level that determines which queue an agent is most proficient in handling interactions for. Assign a value between 1 and 16, with 1 representing the highest proficiency level.

You can assign a maximum of 150 queues to a profile.

Note:

For Proactive Outreach, assign only one queue to the user profile. Do not assign more queses to the user profile.