Attach profiles to groups and to group managers See Attaching Profiles to Users, Group Members, or Group Managers on page 66

NOTE:

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Profiles, users, and groups are interrelated. You can work in any order that suits your needs. You will find that initially you will have to work back and forth to complete the cycle. The following workflow is provided as a guideline for getting started. Example: You can create all the users and then create groups adding the

users to the groups as you create them, or, you might prefer to set up a shell of your organization by creating groups without users and then add the users to the groups as you add them to the system.

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NICE Perform provides the ability to import user databases. See About Imported User Databases onpage 47 for more information.

About Imported User Databases

About Imported User Databases

NICE Perform provides the ability to import vast amounts of user information using a Work Force Management system (WFM). This process is described in detail in the System Administrators’s

Guide.

The system differentiates (by an internal identification process) between users and groups that were entered into the system via the Users Administrator (manually) or via the Importer (imported) from a source file. Your user database is comprised of both sets of users/groups. The following limitations and restrictions apply to imported users and groups:

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The hierarchy of imported groups cannot be changed in the Users Administrator. The drag-and-drop technique of moving groups around the Organization tree will not work.

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An imported group cannot be added as a subgroup to a manual group.

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A manual group can be added as a subgroup to an imported group.

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If an imported group is deleted, all of its subgroups are deleted, including any manually added subgroups.

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Imported user and group definitions can be edited manually. However, if another import process, with the user’s or group’s definition, runs, the manual changes will be lost.

3

Profiles

A profile is a set of privileges. You create profiles containing privileges to different parts of your system and/or to users within your system. By attaching a profile to a user or group, the user receives the privileges defined in the profile.

Contents

Guidelines for Creating and Attaching Profiles...50 Before you Begin ...52 Creating a New Profile ...54 Changing Profile Privileges ...62 Attaching Profiles to Users, Group Members, or Group Managers...66 Deleting a Profile ...69 NOTE: NICE Perform has several predefined profiles. They are described in Defaults Provided with NICE Perform onpage 43.

Guidelines for Creating and Attaching Profiles

Guidelines for Creating and Attaching Profiles

Use the following guidelines when creating and attaching profiles.

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Work with groups, not directly with users. Create a group for each job position and add users to groups. Even if a group has only one member. This allows you to work according to job positions and makes your system more modular.

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Attach profiles to groups and not directly to users.

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When adding users to a profile as a resource, add them as a group instead of directly.

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Use the following tips:

Tip Example

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When you make changes to a profile, the change automatically filters through the system to all users who have this profile. This includes users who do not appear in your All Users list but are part of the system at a different level.

A management decision was made that all employees with access to the Users Administrator should be able to edit the system lists used on the User’s Details tab. Edit the profile with privileges to the Users

Administrator to include privileges to the Lists Editor (where system lists are created and maintained). All users who have this profile (directly or inherited) will automatically receive permission to use the Lists Editor.

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If the profile includes a group as a resource, as users are added to or removed from the group, the profile automatically

encompasses them.

Tom has a profile that includes privileges to playback interactions from group A. Agnes is a new employee and is added as a member to group A. Tom now automatically gains privileges to playback Agnes’ interactions. Betty was in group A and moved to group B. Tom can no longer playback Betty’s interactions.

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You must have access to data and users in order to see results in the applications.

To view interactions for all agents in a group, you must have privileges that include:

View and query privileges for the Group. Using query in the appropriate application. View and query privileges for the Interaction Data fields you want to view, such as Agent ID and

interaction start and end times. (These are included in the predefined Basic Columns profile.)

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The predefined profile, Basic Columns, gives most users access to the interaction data fields needed.

For a full description, see Defaults Provided with

Guidelines for Creating and Attaching Profiles

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Profiles work in combination. You receive privileges to view agents from one profile, and privileges to playback interactions from another profile. You can then playback the agents’

interactions.

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Agents and System Users do not automatically have privileges for their own interactions such as playback or record. They must be given privileges to use the applications and permission to view themselves. (Agent who will be playing back or recording their own calls must be defined as system users to be able to use the appropriate applications.) A special type of user, called Self, exists in your system. Anyone who receives a profile including privileges for Self, acquires these privileges for themselves only.

Assign privileges to the Self user that you want to give many users for themselves. Attach this profile to a large group and all its users will acquire these

privileges. Giving privileges to the Self user eliminates the need to create a separate profile for each user.

Create a profile called ‘Record and playback myself’. Include in it, for the Self user, privileges to view, query, play, record all calls, and record.

Attach this profile to the All Users groups. Each agent who is also a system user in your organization will be able to playback and record their interactions if they have privileges to the relevant applications and interaction data fields. Users who are agents and not system users are unaffected by this profile. (Privileges to the interaction data fields are included in the predefined Basic Columns profile.)

Note: Without Self, you would need to create a profile with access to Tom and attach it to Tom, and one with access to Sue and attach it to Sue, etc. Using Self, you can create one profile and attach it to the persons who need privileges to themselves.

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The Reporter Categories and Query Folders privileges have a unique option to assign privileges to All.

A user having privileges to All, immediately acquires privileges to new Reporter Categories or Query Folders as they are added to your organization.

You have installed and are using User Administration Reports.

You add Audio Analysis Reports to your organization. All users with privileges for the All Reporter

Categories will automatically receive privileges for the Audio Analysis Reports. It is not necessary to add these privileges separately.

Before you Begin

Before you Begin

Before you start the New Profile wizard, have the following information ready:

Item Notes

Profile name and description This profile name appears in the Organization tree and is used to identify the profile. Give it a meaningful name.

Users The users who will be managed by this profile.

Self - Any user who receives this profile, receives its privileges for themselves. Giving privileges to the Self user eliminates the need to create a separate profile for each user. EXAMPLE:

You want to give Agents John, Tom, and Sue privileges to play back their own interactions. Create a profile for Self with these privileges and create a group that includes John, Tom and Sue. When you attach the profile to the group, all agents in the group can play back their own interactions.

Groups The groups that will be managed by this profile.

Any Managed Group - When this profile is attached to a manager, all privileges apply to all groups managed by the manager. Thus, if a system user is a manager of two different groups and receives this privilege from one group, it will apply to the second group as well.

EXAMPLE:

Tom is a manager of group A and group B. The profile containing privileges to Any Managed Group is attached to the managers of group A. Tom now has the same privileges to group B. If his managerial status for group A is removed, he loses his privileges to group B.

All Users - Receive privileges over the all users group. Applications The applications relevant to this profile and the specific

privileges allowed for each application.

Interaction Data The data fields from within the databases relevant to this profile and the privileges allowed for each.

TIP: The Basic Columns profile includes the most needed

data fields. This profile is attached to All Users and is sufficient for most cases. For more information, see

Defaults Provided with NICE Perform onpage 43.

See the Interaction Data Reference Guide for an itemized description of the interaction data fields.

Before you Begin

Reporter Categories The categories for the Reports to which privileges are required.

The following special option is available:

All - Privileges are automatically applied to all current Reporter categories and to all new Reporter categories whenever they are added.

Query Folders The Query folders that will be managed and accessible by this profile.

The following special option is available:

All - Privileges are automatically applied to all current Query folders and to all new Query folders whenever they are added.

Creating a New Profile

Creating a New Profile

Use the New Profile wizard to create new profiles. To start the New Profile wizard:

1. In the Folders pane, click the New dropdown arrow and select New Profile. The New

In document NICE Perform - Users Administrator Guide (Page 46-54)