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16.1. Agent Functions Independent of the Authorization Level Previous topic Parent topic Child topic Next topic

When an agent is configured by the administrator of the communication system, the rights of the agent are defined by selecting the authorization level (Agent, Supervisor or Administrator). An agent with the authorization level of a Supervisor or Administrator has elevated privileges.

The differences between the authorization levels are summarized in the following table.
myAgent:
Activity
 Authorization level (class of service)
Agent Supervisor Administrator
Assign an agent to a queue – X X
Move an agent to another queue – X X
Remove an agent from the queue – X X
Change the status of an agent – X X
Display / hide the agent binding list Assigned queues All queues All queues
Edit an agent assignment – X X
Display list of Contact Center calls Assigned queues All queues All queues
Activate myAgent screen pop automatically for alarms – X X
Activate alarm tone – X X
Display wallboard Assigned queues All queues All queues
Display the Grade of Service graph Assigned queues All queues All queues
Display the Average Times graph Assigned queues All queues All queues
Move call to first position in a queue – X X
Record a call Current call All calls All calls
Save recording of call as WAV file or send as WAV file by email – X X
Save fax as file or send by email – X X
Save email as EML file or send as EML file by email. – X X
Call Supervision (country dependent) – X X
Overriding a Call – X X
Accept a request for assistance – X X
Create reports – X X
Open WBM – X X
OpenScape Business V3, myAgent, User Guide, Issue 15, ID: P31003P3030U125017619
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