Roles

Last Updated : Apr 30, 2024 |

The following table outlines the different roles in Application Center Administration:

Role

Description

Administrator

Users with the Administrator (also known as account administrator) role can:

  • Configure all contact center functionality in Application Center Administration for the tenant account.

  • Use Orchestration to design flows.

  • Use Automation for self-service configuration.

  • Manage and configure Avaya Social Connections messaging.

Agent

Users with the Agent role can:

  • Handle customer interactions in Avaya Workspaces.

  • View a visual representation of a customer’s interactions in Customer Journey.

Business Analyst

Users with the Business Analyst role can:

  • Create, view, edit, and deploy workflows in Orchestration.

  • Create, view, edit, and deploy automation flows in Automation.

For more information about the Business Analyst role, see User Roles in Orchestration.

Historical Reporting_Advanced

Users with the Historical Reporting_Advanced role can:

  • Run historical reports in Analytics for Avaya Experience Platform™ Public Cloud.

  • Access all the features on Analytics for Avaya Experience Platform™ Public Cloud, such as creating a dossier, report, metric, filter, and prompt.

For more information about the Historical Reporting_Advanced role, see User Roles in Analytics for Avaya Experience Platform™ Public Cloud.

Historical Reporting_Basic

Users with the Historical Reporting_Basic role can:

  • Run historical reports in Analytics for Avaya Experience Platform™ Public Cloud.

  • Create a report or dossier but cannot create a filter or prompt.

  • Use the filter, prompt, report, or dossier created by the Historical Reporting_Advanced user.

  • Access the tenant folders for custom reports and dossiers.

For more information about the Historical Reporting_Basic role, see User Roles in Analytics for Avaya Experience Platform™ Public Cloud.

Historical Reporting_Consumer

Users with the Historical Reporting_Consumer role can:

  • Run historical reports in Analytics for Avaya Experience Platform™ Public Cloud.

  • View all the reports and dossiers provided by Avaya or created by the advanced and basic users.

For more information about the Historical Reporting_Consumer role, see User Roles in Analytics for Avaya Experience Platform™ Public Cloud.

Reporting

Users with the Reporting role can:

  • Manage and access the Historical Data API.

The Reporting user role is assigned to a user only if the user needs to access the Historical Data API. The Historical Data API provides access to the Analytics historical reporting data through a REST API interface.

Reporting_Administrator

Users with the Reporting_Administrator role can:

  • Manage and run real-time reports in Avaya Workspaces.

  • View the reports for all the agents, irrespective of the groups.

  • Make the views and dashboards private or public. Other users can access public views and dashboards.

  • Access the supervisor reporting dashboard.

Note:

Only the users assigned with the Reporting_Administrator and Reporting_Supervisor roles can manage and run real-time reports. The account administrator cannot run real-time reports. However, the account administrator can assign Reporting_Administrator or Reporting_Supervisor roles to the users who need to run reports and handle interactions.

Reporting_Supervisor

Users with the Reporting_Supervisor role can:

  • Manage and run real-time reports in Avaya Workspaces.

  • Create private views and dashboards. Other users cannot access private views and dashboards.

  • Access the supervisor reporting dashboard.

Note:

Only the users assigned with the Reporting_Administrator and Reporting_Supervisor roles can manage and run real-time reports. The account administrator cannot run real-time reports. However, the account administrator can assign Reporting_Administrator or Reporting_Supervisor roles to the users who need to run reports and handle interactions.

Account administrators can also give agents access to certain real-time reports by assigning the Reporting_Supervisor role to the agent.

Supervisor

Users with the Supervisor role can use Avaya Workspaces to:

  • Manage agents in their teams.

  • View the list of agents in their team.

  • Make voice calls to agents.

  • Broadcast messages to agents.

  • Monitor or observe ongoing interactions.

  • Coach agents and barge into interactions.

  • View a visual representation of a customer’s interactions in Customer Journey.

Note:

The account administrator must assign the Reporting_Administrator or Reporting_Supervisor roles to supervisors to access the supervisor reporting dashboard.

Workspaces Admin Widgets Administrator

Users with the Workspaces Admin Widgets Administrator role can:

  • Manage Avaya Workspaces features, such as layouts and widgets in Application Center Administration.

  • Configure screenpops that agents can view in Avaya Workspaces.