The customer portal makes available three access levels (roles):
- Administrator
- Supervisor
- Agent assigned to a phone or call center extension
User privileges are defined by ArenimTel’s engineers on a per subscriber and per online user basis, using a so-called “privilege matrix”, according to your company’s needs.
The portal appears different to each role (administrators can see and access significantly more features than end users).
Administrator
- The highest privilege level, this role is typically reserved for colleagues in charge of operating company systems (e.g. IT administrators).
- Can access and modify all data and enabled features, and can view and export all related data (e.g. call statistics, reports etc.).
Supervisor
- A role typically reserved for an employee in a call center or larger corporate environment who is responsible of overseeing the operations of the division.
- This user can access (read) all data but can only modify certain settings (e.g. those relating to their subordinates).
- The privileges of the Supervisor role can be expanded or limited as necessary.
End user assigned to a phone or call center extension
- This role has the lowest level of privilege, having access only to data and settings related to the given phone extension.
- Typically assigned to employees who can access the settings of their own extension and can only view their own call data; or alternatively, the online user of a call center agent that can only view their own calls and performance reports.
Good to know!
ArenimTel is a cloud-based, scalable, cost-effective software solution for Call Centers and Customer Services that can be flexibly parameterized, offers more than 100 features and can be tailored to your company’s unique needs. Click here for the full feature list.