Resources Tab
You must have the default Administrator role or a custom role that includes these permissions to create and modify resources:
- Administration > Resources >Contact Point > Create to create a resource.
- Administration > Resources >Contact Point > Modify to modify a resource.
You must have the default Administrator or Supervisor role or a custom role that includes this permission to view resources:
- Administration > Resources > View to view a resource.
The Resources tab must be configured before recording of users can occur. Resource information assigned in the Users Accounts grant access to recordings that are referenced by the resources assigned.
Resources are numeric data made available to users via assignment of permissions on their users accounts in the Users tab. Users can apply resource data to perform tasks such as searching for and playing back specific interactions. A typical example of a resource would be an incoming "dialed number". Examples are a toll-free such as 8005551212 or a DNIS number of 234567. When assigned these resources, users would be able to search for incoming recorded interactions from toll-free number 800-555-1212 or using DNIS 234567.
Access the Administration > Resources tab to manage resources. Resources can be entered and assigned to user accounts using the Groups tab. Any resource assigned to a user account grants additional access rather then restricting access. For example:
- Assign 10 agents to a user, such as a supervisor.
- Add a list of resources, such as a group of dialed numbers to the user or group.
- CxQM will allow the user to playback calls for any of the 10 agents regardless of the dialed number and any calls made to one of the assigned dialed numbers.
The Resources table of records and columns display:
| Header Name | Description |
|---|---|
| Contact Point | A name or label associated with a resource. |
| Description | A short description of how this resource is used or what it represents. |
| Resource Type | The type of resource is Contact Point. |
| Groups | A Playback Group name will appear if the resource was selected for membership assignment in a group or groups. |
A Contact Point resource type has these properties:
- Contact Point (an incoming number) resource assignments are ideal for outsourced contact centers environments with shared agents or departments that have their own incoming contact numbers.
- The Contact Point resource assignments can be used so a user can view interactions to a specific list of dialed numbers.
- Incoming dialed numbers can be created and assigned to user accounts to restrict call playback calls based on the number the customer dialed.
- Multiple incoming DNIS numbers for one particular contact center department (help desk, new accounts, technical support) can be grouped together for easy administration by creating a dialed number playback group.
- Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
- Quick filters are available to refine a search. Click on the Filter Icon in the header of each column to select filter parameters for that column.
