QueueMetrics forum
QueueMetrics => Improving QueueMetrics => Topic started by: Tunstall on July 22, 2010, 15:27:47
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It looks as though only staff with the agent profile is able to log into the Queues or be made members of the Queue and nobody with a higher profile is able to so. We have supervisors who need access to the reporting and real time suite, at the same time they are required to take calls form the Queue. I would like to have the ability to have supervisors to be able to log onto the queue whilst still be able to access the reporting and real time monitor, without having the need of having 2 logins (one as and agent and one as a supervisor).
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You could give Agents more keys/rights, so you would have Agents that can do more :)
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Would this not give all agents more rights? The idea is to have a supervisor who has all the reporting and monitoring right to have the ability to log in to the queues with their supervisor account whilst maintaining the agents restrictions.
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No. you can have rights attached to classes (in this case all agents would) or to people, or you could create a new class called (say) SUPERAGENTS that has all the keys of agents plus the new features you need, and put the new supervisors in that class.
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Yes I finally figured it out after the previous post, is there anywhere that lists all the user keys and what features they allow?
Many thanks for your help
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Yes - the User Manual, Appendix B. See http://queuemetrics.com/manuals/QM_UserManual-chunked/apb.html
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Many Thanks :)
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;D