Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them

We all know what privileges are. They’re some form of a set of rules that allow/disallow use or access to certain things. A few simple examples are a driver’s license where you need to be 16 years of age or the ability to purchase alcohol which happens to be 19 years of age here. How can you use privileges in the Q-Suite to better control your contact center?

I’m not going to talk about the System Administrator privilege at all, as it doesn’t really relate to this topic much, from a normal day-to-day contact center point of view. The built-in privilege levels in place allow the system administrator to either stick with the default access levels or tweak the access levels in order to give the desired privilege a custom set of pages to work with.

Basic agents do not need anywhere near the same privileges as even a reports user, so agents have next to no admin pages that they can access, whereas a reports user will typically have access to a plethora of contact center reports. Going further, a tenant level account will have all the access needed to handle any of the contact center tasks that might be necessary to get a call center up and running, such as dialplan creation, skill creation and assignment, and queue additions. This is a stark contrast to the reports user.

Using privileges effectively can also help prevent unwanted users from accessing particular administration functionalities in which they may be able to sabotage the contact center. This is a worst case scenario, but preventing it from happening initially is a highly recommended course of action to take.

Since privileges can be edited and assigned at any time, it’s a solid idea to give your staff the lowest level privilege you think they will initially need to have. If those needs change in the future, you can make the necessary edits to those particular accounts. Playing it safe with your contact center access levels can help your center run smoothly and efficiently.