- Contents
Interaction Web Portal Help
Access to Features in the Agent Portal
Agents must have certain licenses to access the features in the portal. If an agent doesn't have the appropriate license, the related feature does not appear in the portal.
The following features always appear in the portal and don't require a license:
-
Agent Information portlet
-
Statistics portlet
-
Wrap-up Codes portlet (if the agent has wrap-up codes for the specified period)
-
Recordings portlet (as long as at least one tab is enabled)
-
Trends portlet (as long as at least one series is enabled)
The following table describes the licenses that are required for each feature.
|
Feature |
Required Licenses |
Notes |
|
Quality Average portlet |
I3_ACCESS_RECORDER_QUALITYMONITORING |
|
|
Satisfaction Average portlet |
I3_ACCESS_FEEDBACK |
|
|
Work Schedule portlet |
I3_ACCESS_OPTIMIZER I3_OPTIMIZER_SCHEDULABLE |
|
|
Recordings portlet |
|
At least one tab is required. |
|
Recent tab |
|
At least one column is required. |
|
Pending tab |
I3_ACCESS_RECORDER_QUALITYMONITORING |
|
|
Satisfaction columns |
I3_ACCESS_FEEDBACK |
|
|
Quality columns |
I3_ACCESS_RECORDER_QUALITYMONITORING |
|
|
Open button |
I3_ACCESS_RECORDER_CLIENT, I3_ACCESS_RECORDER_QUALITYMONITORING, or I3_ACCESS_FEEDBACK |
|
|
Search All Recordings link |
I3_ACCESS_RECORDER_CLIENT, I3_ACCESS_RECORDER_QUALITYMONITORING, or I3_ACCESS_FEEDBACK |
|
|
Trends portlet |
|
At least one series is required. |
|
Quality series |
I3_ACCESS_RECORDER_QUALITYMONITORING |
|
|
Satisfaction series |
I3_ACCESS_FEEDBACK |
|
|
Recording Viewer Search Options |
|
|
|
All recordings |
I3_ACCESS_RECORDER_CLIENT |
|
|
Scored recordings only |
I3_ACCESS_RECORDER_QUALITYMONITORING |
|
|
Surveyed recordings only |
I3_ACCESS_FEEDBACK |
|
|
Scorecard recordings and surveyed interactions |
I3_ACCESS_FEEDBACK |
|
|
Play recording |
I3_ACCESS_RECORDER_CLIENT |
|