Access to IVR-ACD DN for call center supervisors - SCCS thick client 1

[chippowell9]

In doing some work in SCCS thick client today (we don't use it much...mostly web client) I found that my supervisor access class includes create/delete access to "Switch Administration - IVR ACD DN" This seems to allow them to acquire/deacquire the main incoming ACDNs for the call center, create new ones, etc. Consider, in my environment a "supervisor" is a lead call center person who uses Symposium to: run real time and historical reports, change agent skillset assignments and priority levels, and that kind of thing.

Is there any reason you can see for a call center supervisor who is not involved in system adminstration to have access to the area above? I thought I'd get a little feedback before I removed it altogether. Thanks!

 

[carolien]

Hi,

Our supervisors do not have access to this. As you say, they must have access to the real time and historical reports and change agent details.

so its ok to remove the access to switch administration.