Users, Accounts, and Providers

Last Updated : Jul 04, 2022 |

Users

A user is at the highest level in the hierarchy and represents a human or an object. A user involved in Work Assignment is referred to as Work Assignment Resource.

Resource Account

A user can have one or more Resource Accounts. A Resource Account is an accessible address such as email and phone number.

Account Sources or Providers

A source is a system that hosts the Resource Accounts. For example, Communication Manager, an external Email provider, or a Chat host.

Assignment Management

The assignment of attributes and property values to users.

Property Management

The configuration of property definitions, including their category list and their default values. For example, Multiplicity Count, Proficiency, and Service Exclusion.

Channel Attributes

By default, Work Assignment contains Default Category Channel and several Default Channel attributes such as Email, Voice, and Chat. Channel Attribute is a special type of attribute that is automatically assigned to the user as Resource Accounts are created for that user. The Channel category cannot be edited. Channels can be included in attribute sets for Property Management.