Understanding how User Accounts are used in the LiveOps platform will assist the administrator in creating User Groups and in assigning those Groups various Permissions. You will also understand Padlocks and the importance they have in User Groups and the permissions that are passed on to Users.
User accounts are needed in the LiveOps system to give access to the platform as well as enable access to the functions that the person will perform in the system. When creating user accounts, you need to understand which group or groups each person will belong to. Typical call centers have Agents, Supervisors and Administrators. You may also expand your groups to include Report preparers and may even break up a group into multiple user types with different permissions. For example: Supervisors can be broken down into Executives, Managers and Team leads. Each one of those groups can have different permissions in the system. Some may need to Monitor Agents and Queues; while others may need to have more responsibilities such as run reports and edit Call Flows.
Once the various Groups are determined and created, then Permissions need to be selected for the group. Permissions are very specific and define which menu items you see and what functions you can run. Groups contain a set of Permissions and Users are assigned to one or more User Group.
Each Permission gets its own Padlock. Padlocks are the construct that the LiveOps system uses to checks a user’s credentials and authorize access and use of a feature. Each User Group will have one or more Padlocks enabled to determine which features the users in that Group are allowed to access.
Create the various users that are needed on the platform.
Permissions and Padlocks work behind the scenes and nothing has to be done except to ensure the proper Groups are created with the associated permissions and padlocks. When a user logs in, the various menus, menu selections and the features displayed will be filtered based on the user’s Padlock settings. Accessing particular features or capabilities will also be limited based on Padlock settings.
Date | Version | Contributor | Content |
July, 2013 | 1.0 | Scott Tamborski | Initial AppNote |
November, 2013 | 1.1 | Jeff Rowley | Updated Formatting |