Flow has several user types that grant different levels of access to modify settings within Flow. Different levels have access to dashboards and functions tailored to the tasks that the user performs within the contact center.
Agents: Access only to the Agent Dashboard. Within the Agent Dashboard, Agents have access to the following:
- Ability to receive calls from assigned Queues
- Access to caller information from CRM or IVRs (automated pre-agent menus)
- Ability to update CRM records during or after a call
- Set their status (available, offline, wrap, etc.)
- Flag a Supervisor or Team Leader for assistance
- Log in/out of Flow
- View personal performance metrics
- View personal and other Agent Gamification information and progress
Team Leader: Access to select Supervisor Dashboard features. Team Leaders can:
- Help with flagged calls
- Assist Supervisors with certain support duties
- Receive queue calls like Agents
Supervisor: Access to the Supervisor Dashboard which provides advanced options for managing agents and queues. Supervisors have additional options when viewing agent profiles. Features for Supervisors include:
- View reports and dashboards (Applications)
- Barge, Whisper, or Monitor an Agent’s call in progress
- Modify Agent schedules
- Remediate Agent Status
Manager: The most privileged user type with complete access to the account. Able to assign users to the Supervisor user type and all levels below. Managers have access to all Supervisor features as well as:
- Create, modify, or delete Queues
- Create and modify Flow reports
- Set Queue overflow parameters
- Set call escalation/property (SLA) rules
- Add, modify, or delete Agents
- Add, modify, or delete skills for each Agent
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