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App Note 003 - User Accounts, Groups & Permissions

Abstract

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.

Overview of Solution

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.

Configuration Steps

Create the various users that are needed on the platform.

 

  1. From the LiveOps web portal, select “User Accounts > Edit Users” and click “Add New User.”

 

 

  1. Fill out the necessary information on the Contact Info tab and any other information needed.

 

  1. Save the changes.

 

  1. Next you will create the Groups you will need. To do this, select “User Accounts > Edit Groups” and click “Add New Group.”

 

 

 

  1. Give the group a name and a description. This is where Padlocks come into play. Under “Who can add users” you will enter the name of the specific Padlock that identified who can add users to this group. The typical Padlock used here is “AdminPadlock”. Any user in a group that is has that Padlock enabled will be allowed to add users to the group you just created. You can also choose Active or Retired for the group.

 

 

  1. Save the changes.

 

  1. Once you finished adding the group, you need to edit the Permissions assigned to the group to make sure the necessary Padlocks are enabled for that group. You do this from the main “Edit Groups” screen. To do this, select “User Accounts > Edit Groups” and click “Edit Permissions” next to the group you just made.

 

 

 

  1. In the “Edit Permissions” screen, check/tick the box for the various Permissions and Padlocks you wish to enable for this group.

 

 

  1. Save you changes

 

 

  1. Once you are satisfied with the various permissions, you still need to assign Users to the group. You do this by editing the user (“User Accounts > Edit Users”) and clicking on the “Account Status” tab.

 

 

  1. Under the Groups area, check the groups you wish the agent to be assigned to.

 

 

Conclusion

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.

 

 

Additional Resources

  • For additional assistance with Padlocks please contact your Professional Services Implementation Engineer

 

 

Version Information

 

Date

Version

Contributor

Content

July, 2013

1.0

Scott Tamborski

Initial AppNote

November, 2013

1.1

Jeff Rowley

Updated Formatting

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Last modified
10:47, 27 May 2015

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