Access

Administrator Access

Administrator access to Packaged CCE Administration APIs and items is defined by the role and by the departments for which the administrator is responsible.

Supervisor Access

The following APIs are read only:

• Agent Team API
• Precision Queue API

The following APIs allow update with restrictions:

• Attribute API

  • When updating an attribute, supervisors can only modify the collection of agentAttributes by adding, removing, or changing the value of agents who are on their teams.

• Agent Call APIs

  • Supervisors can only see and update agents who are on their teams.
  • When updating an agent, supervisors can only change the following parameters:
    • skillGroups
    • defaultSkillGroup
    • skillGroupsAdded
    • skillGroupsRemoved
    • agentAttributes
    • agentAttributesAdded
    • agentAttributesRemoved
    • password
  • The Operation API can also be used to perform updates on agents.

• Skill Group API:

  • When updating a skill group, supervisors can only modify the collections of agents by adding or removing agents who are on their teams.

Agent Access

Agents have no access to the Packaged CCE Administration APIs.

Authentication

To authenticate administrators and supervisors must provide a fully qualified user name (for example, user@domain.com) and password.