Functions in Platform Administration
While most administrative functions now appear in Agent Setup, you must still use Platform Administration if you need to perform the following actions:
- Access Groups
- Manage DNs
- Manage Virtual Queues
- Customize Pulse dashboards
- Voicemail management
Your contact center comes preconfigured with roles and access groups that determine the access structure, so that you don't have to assign specific privileges to each user. You can control access by assigning access groups to users and agent groups in Agent Setup.
Functions in Agent Setup and Designer
Functions formerly performed in Platform Administration that are now performed in Agent Setup include:
- Agent/user creation, including administrator accounts and agent accounts for supervisors
- Agent groups and virtual agent groups
- Agent desktop customization, including web content, global favorites, and caller ID.
Functions formerly performed in Platform Administration that are now performed in Designer include business attributes and attribute values, which are now options offered within routing structures, such as: