Super administrator

The super administrator has access only to the Security App. The super administrator can add users, assign them with global and local roles, and configure integration with LDAP and SAML databases.

System administrator

The system administrator can manage tenants. The system administrator can access all tenant data in the Contact Center Administration and the System Administration applications. To provide the system administrator with administrative privileges, the super administrator must assign at least one tenant to the system administrator.

Services

A services user can access all tenants, read system log files, and view alarms. The service user can access the Contact Center Administration and the System Administration applications. To provide the services user with administrative privileges, the super administrator must assign at least one tenant to the services user.

Tenant administrator

A tenant is a company or a division of a company that has access to their data only. A tenant administrator manages the contact center functionality on a tenant level. The tenant administrator can manage all objects associated with the Configuration Server. The tenant administrator has access only to the Contact Center Administration.

Supervisor

A supervisor is a low-level manager in the contact center that monitors agent performance and activities using the Call Management System functionality. A supervisor has access only to the data of the assigned tenant in the Contact Center Administration application.

Agent user

An agent is a person that manages incoming and outgoing calls and provides customer support. The agent can change their endpoint password and agent login ID from the App Launcher screen of the Configuration Server web portal.