Roles

Last Updated : Apr 30, 2024 |
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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.