Avaya Experience Platform™ Public Cloud supports groups, which you can use to partition users and data within your contact center.
Account administrators create the groups and add users to them. When you create a user, you can also assign them to become group member or group owner. For example, if you create a group of agents and you want a particular supervisor to manage those agents, assign the supervisor to be the group owner. You can assign multiple owners to one group while creating, adding, or editing a user.
Account administrators also have rights to update and delete hierarchy and groups for their respective accounts. Account administrators of a higher hierarchy level have access to groups and users or agents of a lower hierarchy.
Note:
While assigning groups to users or agents using bulk operations, only account administrators from a higher hierarchy level can assign users or agents to groups belonging to a lower level hierarchy.
Refer to the following table for the group level access within an account:
Who can access |
Account Administrator |
Location Administrator |
Department Administrator |
Team Administrator |
Account level group |
Yes |
No |
No |
No |
Location level group |
Yes |
Yes |
No |
No |
Department level group |
Yes |
Yes |
Yes |
No |
Team level group |
Yes |
Yes |
Yes |
Yes |
