Client roles
- Supervisor
The Supervisor role is designed for supervisors and managers who monitor devices (for example agents and queues) and schedule agentsrun reports.
- Agent
The Agent role is designed for agents who monitor themselves and, possibly, other agents and queues.
- Administrator
The Administrator role is designed for employees who manage the Enterprise Server.
- Custom
The Custom role is designed for employees who may perform the functions of a supervisor, agent, and administrator and requires the use of a variety of applications.
After installing the Client Component Pack, you can re-run the MiCC Setup wizard on a client computer at any time to change the components and applications installed on the client computer. See "modifying available client applications and client roles".
If you purchased MiVoice Analytics without MiContact Center Business, you select the Administrator role for MiVoice Analytics administrators who typically use Management Console.
The following table lists the components and applications available for installation with each client role installation.
- If you want to customize the client installation, select Custom. For example, if a supervisor also performs administrative functions, select the Custom role and choose the components and applications the supervisor requires.
- The applications that display in the Client Component Pack installation are dependent on licensing.
| Components /applications | Supervisor | Agent | Administrator | custom |
|---|---|---|---|---|
| Ignite* | x | x | x | |
| Contact Center Client | x | x | x | x |
| Flexible Reporting | x | x | ||
| Contact Center Softphone | x | x | x | |
| MiVoice Border Gateway Connector | x | x | x | |
| Workforce Scheduling | x | x | ||
| YourSite Explorer | x | x | ||
| Employee Portal | x | x | x | x |
Accessibility to components and applications is dependent on your licensing package. For more information, see the licensing section in the MiContact Center Business and MiVoice Analytics System Engineering Guide.
If you purchased MiVoice Analytics and MiContact Center Business, you can select the Supervisor, Agent, Administrator, or Custom user roles to install the applications and components typically used by these employees.
*Ignite is available as either a desktop or Web version. In our documentation, we refer to desktop Ignite and its features as Ignite (DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or WEB only.