Scope assignments

If you are working with applications such as Workforce Management, eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools., and Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement., employees can also be assigned an organization or group scope, based on the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. associated with their roles.

The scope is the organization or group level within which users can use the functionality that their roles entitle them to.

Organization and Group scope

Typically, only users with administrative roles, such as Administrator or Supervisor, have roles with privileges that allow them to be assigned organization and group scopes. For example:

If users with a Manager role that contains Organization type privileges are assigned to a specific organization scope, they have access to the records of people in that organization and its suborganizations. They do not have access to records for people in other organization streams.
If users have privileges under Scheduling to edit the Forecasting and Scheduling calendar, you can assign activity types Groups of similar activities not covered by the predefined activity types in Workforce Management (WFM). to those users under Activity Scope. You can assign all activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. types, or select the ones that the user needs to view and edit. These activity types are calendar activities, such as Blended, Break, Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills., and Deferred.

Scheduling features for users assigned activities under the Activity Scope

If users do not have the right to access all activities, then they cannot do scheduling.
The create or edit event button or right-click menu is enabled based on the activity access right.
The create or edit event activity attribute list is populated based on the activity scope assigned to the current user.
For users with Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics licenses, user scope in Interactions and Analytics systems cannot be linked to privileges but is linked to the role itself.

If you are working with Interactions and Analytics applications, users with a specific role (other than agent) can be assigned to a specific scope, such as (Organization or Group.

Users with an Agent role are typically members in an Interactions and Analytics system and do not have organization or group scopes assigned to them.

For example: A QM Analyst role can be assigned to Organization and Group scopes. Users in that role can access evaluations for people in their organization or group and its suborganizations or subgroups, but not for people in other organizations or groups.

User scope and dashboards

When the organization or group scope of a user changes, you need to review the ownership of all dashboards that user has shared. The dashboard Suite-wide unified dashboard that provides a single, quick view of valuable information across multiple applications. ownership can require reassignment.