Creating User Groups: Example 2

This example describes how to create hierarchical user groups and how their rights are formed. This example describes the Help desk group.

Figure 1. Hierarchical User Groups


This list describes the different levels in the user group hierarchy.

  • The top level: Help desk group

    At the top level, settings that can be inherited by all subgroups are configured. In this example, the Serve and the Statistic Summary rights to Help desk queue group are used as common rights. This means that all users in all subgroups have these rights.

    Assignment Block

    Data

    Members

    HD agents group

    HD managers group

    User Rights

    The Serve and Statistics Summary rights to Help desk queue group

  • The second level:

    • HD agents group

      Members in this group have the inherited rights Serve and Statistics Summary for queues in Help desk queue group through the Help desk group.

      Assignment Block

      Data

      Members

      Bauer, Katrin

      Dupont, Isabelle

      Parents

      Help desk group

      User Rights

      Inherited rights: the Serve and Statistics Summary rights to Help desk queue group

    • HD managers group

      Members in this group have all rights to all queues in the Help desk queue group and all rights to users in the HD agents group and the HD managers group. User rights are the combination of inherited and direct user rights.

      When additional direct user rights for queue groups are given to managers at this level, there is no overlapping of user rights. The members of this group (that is, the managers) receive their rights from one place. With direct rights for user groups, the managers can monitor all other user groups from the top level to the last level. Different rights can be selected for individual user groups. In this example, supervisor-related and monitoring rights are given.

      Assignment Block

      Data

      Members

      Legrand, Monique

      Perrin, Nathalie

      Parents

      Help desk group

      User Rights

      • Inherited rights: the Serve and Statistics Summary rights to Help desk queue group

      • The following direct rights to the queue group: View, Modify, Delete, Manage, Manage Members, Control Contacts, Statistics Details, Listen to Recording, Manage Contact History, and Manage Voicemails

      • Direct rights: supervisor-related and monitoring rights to the HD agents group and HD managers group