Administrator
Access
Administrator
access to Packaged CCE Administration APIs and items is defined by the role and
by the departments for which the administrator is responsible.
Supervisor
Access
The following APIs
are read only:
The following APIs
allow update with restrictions:
- Attribute API
-
When
updating an attribute, supervisors can only modify the collection of
agentAttributes by adding, removing, or changing the value of agents who are on
their teams.
- Agent API
- Supervisors can only see
and update agents who are on their teams.
- When updating an agent,
supervisors can only change the following parameters:
- skillGroups
- defaultSkillGroup
- skillGroupsAdded
- skillGroupsRemoved
- agentAttributes
- agentAttributesAdded
- agentAttributesRemoved
- password
- The Operation API can
also be used to perform updates on agents.
-
Skill Group API:
- When updating a skill
group, supervisors can only modify the collections of agents by adding or
removing agents who are on their teams.
Agent
Access
Agents have no
access to the Packaged CCE Administration APIs.
Authentication
To authenticate administrators and supervisors must
provide a fully qualified user name (for example, user@domain.com) and password.