Managing Resources in the Supervisor Application

In the Resources menu of the Supervisor application, you can manage various system elements, including Users, Agents, Groups, Routers, Messages, Email (rules), External Contacts, Skills, Content, Textblocks, and System settings. Here, you can add, delete, and modify their properties.

Key Resource Definitions:

• User: Anyone using the UCS application must be registered as a User, Guest, or External User.
• Agent: A User or Guest who handles routed interactions must be registered as an Agent.
• Skills: Used to route interactions to Agents who have the required skills.
• Agent Group: Agents must be part of an Agent Group since routed calls are transferred to Groups for handling.
• Router: A queue that directs calls to assigned Groups using an ACD (Automatic Call Distribution) mechanism.
• Adhoc Messages: Messages that can be played before a call is transferred to a Router.
• Email Accounts: Define how emails are automatically routed, handled, and deleted for alarm notifications.
• External Contacts: Stores contact history for external contacts.
• Textblocks: Predefined text snippets for use in email messages and web chat conversations.
• System: Supervisors can enable or disable IVR channels in the UCS system. When turned off, incoming calls follow an alternate, pre-configured call flow.

Access Permissions & Additional Features:

• Resource Management Allowed: Required for accessing the Resources menu.
• Content Editor: Grants access to Content and Textblocks.
• System Access: Enables access to the System tab and expands visibility to all Routers, Groups, and Agents. Without this permission, visibility is limited to those assigned to the Supervisor.
• AdHoc Management: Required to access the Adhoc Messages menu.
• Export Feature: Allows downloading Resources as an Excel file.