Creating security profiles
After wrapping up the queues, we now come to creating security profiles. If you recall, I mentioned before that the default security profiles are OK, but I like to create a few more with greater granularity. To edit and create security profiles, you need to follow these steps:
- Select the people icon on the left menu bar and select Security profiles as shown in Figure 5.22:
Figure 5.22 – Security profiles
- Connect comes with four profiles: admin, agent, call center manager, and quality analyst. Typically, I like to add other security profiles that are like the call center manager. I feel that the call center manager has too many permissions for general administration. I create a new security profile for a user administrator and another profile for flow administration to address this. These two groups combined give me the same capabilities but allow for separate people to perform them.
The first method we will use to create a security profile...