sap bcm 7 users access control setup

This presentation describes how to set up user rights (access control rights) in

the SAP BCM 7 system using the default user roles. The basic idea is that the

level of rights users have is based on their role in the organization.

The example presents a contact center scenario that shows how to utilize the

default roles in practice and how to assign relevant rights for the users.

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The example Contact Center consists of the following user types:

• Contact center manager

o has full rights to monitor and manage all agents and all queues

• Two dedicated team leaders

o have rights to monitor and manage only the members of their user

groups and queue groups

• Contact center agents

o have rights to monitor only personal statistics summary and queue group

statistics summary

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Based on the activities these user types perform in their daily work, they have been assigned to the following roles: • CC agents have the default CC Agent role. • Team leaders have the default CC Supervisor role. • For the contact center manager, a separate role, Contact Center Manager, has

been created by copying the default CC Supervisor role and by adding some additional rights to this role.

The default roles use the default user settings templates, the default Directory templates, and the default presence profiles. To more easily manage the users with different roles, user groups are created: • Sales Agents

o Contains sales agents o Has rights to the Sales queue group

• Help Desk Agents o Contains helpdesk agents o Has rights to the Help Desk queue group

• Sales Team Leader o Contains the sales team leader o Has rights to the Sales Agents user group and Sales queue group

• Help Desk Team Leader o Contains the help desk team leader o Has rights to the Help Desk Agents user group and Help Desk queue group

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Users in this example are:

First name: Last name:

Marco Rossi Contact Center Manager

Alain Chevalier Sales team leader

Alessandra Bertolini Sales agent

Kathy Liu Sales agent

Katrin Bauer Sales agent

Laurent Dubois Sales agent

Julie Armstrong Helpdesk team Leader

Carmen Fernandez Helpdesk agent

Denise Smith Helpdesk agent

Elena Petrova Helpdesk agent

Christina Lopez Helpdesk agent

4

Groups in this example are:

• Contact Center Manager group

• Helpdesk Team Leader group

• Helpdesk Agents group

• Sales Team Leader group

• Sales Agents group

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The roles used in this example are:

• Contact Center Manager is a copy of the default CC Supervisor role.

• Helpdesk Monitoring User is a copy of the default Advanced Monitoring User

role.

• Sales Monitoring User is a copy of the default Advanced Monitoring User

role.

• All other roles are the default roles in the software package.

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To view the rights of the CC Agent role, go to User and Role Management

User Roles CC Agent User Rights. This role includes the following rights:

• User Service

Allows the agents to use tools (such as CDT) and functionalities (such as

recording)

• User Self

Allows the agents to see their personal statistics summary information

User Self User Setting Modify

Allows the agents to open and change the settings in the Communication

Desktop (CDT) application (Tools Settings)

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The CC Agent role:

User Self User Setting Modify

Allows the agents to open and change the settings in the Communication

Desktop (CDT) application (Tools Settings)

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The queue group Sales queue group includes four queues. The sales agents

get their rights to these queues through the user group Sales agents group.

The view in User Groups Sales agents group User Rights Queue

Group shows that Sales queue group has rights to serve in the queues and

rights to see the statistics summary of all queues in the Sales queue group.

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Since the agents belong to a user group and have an assigned role, they have

inherited rights. This means that the agents are allowed to carry out activities

(such as serving in queues) and view information (statistics summary) because

the user group and the role have these rights.

To view inherited rights of a single user, go to the User Rights assignment block

of the user and choose Inherited for the filter. Then choose the object type.

According to the user rights defined in this example, the inherited rights for the

object type Queue Group show that the agent, Kathy Liu, got the rights Serve

and Statistics Summary from Sales queue group (in other words, she has

these rights to all queues in the Sales queue group). The object type User

shows that she can see her personal information and personal statistics

summary.

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User Rights:

To view the rights of an agent, choose the View Summary of Rights button in

the User Rights assignment block. The user rights are shown in a separate

view. From this report /summary, you can also navigate to needed System

Configurator UI view by right-clicking row you want to change.

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Directory template:

The Advanced directory template gives the agent the rights to see the General

and Details tabs in CDT.

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Presence Profiles:

The agents can get the access rights to presence profiles through roles and

groups.

Here is an example of profile (Serve in Sales queues) which all users in the

Sales agents group can use to log on to the queues configured for this profile.

(Also users with the CC Supervisor role can use the profile.)

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User Settings templates:

The User Settings Template defines the default features and settings a user

can or cannot change in CDT.

It also defines variable values (for example Call History Quota = 10 in the

figure above).

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User Settings templates:

User Settings Template defines the default features and settings a user can or

cannot change in CDT.

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CC Supervisor role:

User Rights User Service:

From the CC Supervisor role the user gets the rights to use tools (like CDT)

and functionalities (like recording)

User Rights User Self:

The user who has the CC Supervisor role can see the personal statistic

summary information

User Rights User Self:

User Setting Modify:

The user who has CC Supervisor role has the possibility to open and change

settings in CDT (Tools Settings).

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Sales team leader group:

The sales team leader (Alain Chevalier in this example) has rights to queues

and users through the Sales Team Leader group which has the rights to the

dedicated User Group (Sales Agents group) and Queue Group (Sales queue

group).

Through the rights of Sales agent group this team leader can see statistic

summary and details of users in the Sales Agents group and perform

supervisor functionalities to agents (coach, barge in, listen recordings, and so

on).

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The Reporting Groups configuration view:

The sales team leader and sales agents are included in the Sales agents

reporting group.

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User configuration Reporting Group:

The sales team leader and sales agents are included in the Sales agents

reporting group.

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Reporting Group in CDT:

Monitoring group shown on the CDT user interface.

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Online Monitoring:

Sales team leader (Alain Chevalier in this example) has one additional role.

Sales Monitoring User role is a copy of Advanced Monitoring User role.

Sales Monitoring User role has rights to monitor Sales queue group and Sales

agent group.

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Online Monitoring:

Monitoring rights include information only on agents in the Sales Agents group.

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Online Monitoring:

Monitoring rights include information only on queues in the Sales queue group.

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Online Monitoring user interface:

Monitoring shows information only on agents in the Sales agent group and

Sales queue group.

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Contact Center Manager:

Contact center manager (Marco Rossi in this example) has the Contact Center

Manager role which is a copy of the CC Supervisor role.

Marco Rossi is included in the Contact Center Manager group.

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Contact Center Manager group:

Contact Center Manager group has additional roles: Advanced Monitoring User

and Reporting Administrator

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Advanced Monitoring User:

The Advanced Monitoring User role has several rights to all users and queues

in the BCM system by default

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Online Monitoring:

Advanced Monitoring User role gives contact center manager (Marco Rossi in

this example) rights to monitor all users and all queues.

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Contact Center Manager:

The Reporting Administrator role gives the contact center manager (Marco

Rossi in this example) access to configure the BCM reporting.

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