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New Member

Supervisor roles

Hey folks,

Is there a way to increase what roles the supervisor could have through the CRS web page? One of the requests I get

from time to time is to change the assigned skill of an agent from one queue to another.  The agent answers Queue 1 all through the week,

but after hours and on weekends he helps out with Queue 2.

What I am having to do is assign skill 1 during the day, then remove skill 1 and add skill 2 after hours and on weekends.  I do this through the CRS Admin -> Subsystems -> RmCm -> Resources -> "Selected Agent".  If the Supervisor logs into the CRS, IT becomes the Customer Response Solutions Supervisor and has no access to the Subsystems menu tree.

Anyhow, any help would be appriciated.

Thanks,

James

2 ACCEPTED SOLUTIONS

Accepted Solutions
Super Bronze

Re: Supervisor roles

Hi

If you are on CRS 5.0+, you can set the System Parameter 'Supervisor Access' to 'All' or 'Supervisors Teams Only' to give them access to re-skill.

If you are on an older version... you're stuck.

Regards

Aaron

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Re: Supervisor roles

Please use caution and common sense when modifying a production environment!

**EDIT:  Also, if it wasn't obvious already, this is not exactly a documented and supported feature.  Advanced users only please.

You could also modify the AppAdminMenu.xml file to lower the minimum user role on certain menus:

Process:

     1.  Copy C:\Program Files\wfavvid\AppAdminMenu.xml to AppAdminMenu.xml.original

     2.  Edit AppAdminMenu.xml (see example edit below)

     3.  Save AppAdminMenu.xml

     4.  Restart Node Manager

     5.  Enjoy!

Sample Edit to allow Supervisors access to Application Parameters:

This is just a snippet of the entire file

     Applications

    

          Application Management

          /appadmin/App?request_type=list

    

    

          Script Management

          /appadmin/Script?request_type=pgd.root

    

    

          Prompt Management

          /appadmin/Prompt?request_type=pgd.root

    

    

          Grammar Management

          /appadmin/Grammar?request_type=pgd.root

    

    

          Document Management

          /appadmin/Document?request_type=pgd.root

    

    

    

          AAR Management

          /appadmin/AARFileMgmt

    

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
5 REPLIES
Super Bronze

Re: Supervisor roles

Hi

If you are on CRS 5.0+, you can set the System Parameter 'Supervisor Access' to 'All' or 'Supervisors Teams Only' to give them access to re-skill.

If you are on an older version... you're stuck.

Regards

Aaron

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: Supervisor roles

Thanks Aaron.  Worked like a champ.

Re: Supervisor roles

Please use caution and common sense when modifying a production environment!

**EDIT:  Also, if it wasn't obvious already, this is not exactly a documented and supported feature.  Advanced users only please.

You could also modify the AppAdminMenu.xml file to lower the minimum user role on certain menus:

Process:

     1.  Copy C:\Program Files\wfavvid\AppAdminMenu.xml to AppAdminMenu.xml.original

     2.  Edit AppAdminMenu.xml (see example edit below)

     3.  Save AppAdminMenu.xml

     4.  Restart Node Manager

     5.  Enjoy!

Sample Edit to allow Supervisors access to Application Parameters:

This is just a snippet of the entire file

     Applications

    

          Application Management

          /appadmin/App?request_type=list

    

    

          Script Management

          /appadmin/Script?request_type=pgd.root

    

    

          Prompt Management

          /appadmin/Prompt?request_type=pgd.root

    

    

          Grammar Management

          /appadmin/Grammar?request_type=pgd.root

    

    

          Document Management

          /appadmin/Document?request_type=pgd.root

    

    

    

          AAR Management

          /appadmin/AARFileMgmt

    

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

Re: Supervisor roles

Thanks Anthony.  Even though Aaron's answer worked, knowing how to tweek each menu is some really cool information to have as well.

Thanks again,

James

New Member

Re: Supervisor roles

Anthony,

Re-visiting this discussion.  When I go to the RmCm menu, and I get the links on the left side (Skiils, Resources, ,,,Assign Skills) How would I modify those links?  It seems that the first five (Skills, Resources, Resource groups, etc) the SUPERVISOR can get to however, to get to the "Assign Skills" link, it requires ADMINISTRATOR access.  That is my goal of what I wish to change.

Thanks,

James

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