Roles on the floor
- The same person is not every role. Agents take contacts. Supervisors can sit in skill groups with agents. Administrators configure the domain. Reporting is its own permission: standard reports do not appear without the Reporting role and at least one reporting permission.
- Administrator permissions are finer than the job title. Editing call variables, for example, depends on ‘User Can Edit Call Variables’ on the administrator role. Skipping a permission looks like a missing feature.
- Separate agent, supervisor, admin, and reporting
- Name one fine-grained admin permission
Sources and go deeper