Permissions-based User Access

ExpertFlow application has a central authentication module which automatically synchronizes contact center supervisors from CCX into the User Management module. This allows any contact center supervisor (with CCX Supervisor capability) to log into the application with the same Finesse credentials, without having to necessarily create a new username/password in the application.

Single Sign On (SSO) with Finesse is now also supported. That is, the SSO-enabled users can also log on to the Supervisor Tools gadget automatically as soon they log on to the Finesse desktop.

However, administrators can still also create local accounts with a user-defined password and username if required. Restricted permissions on the level of entities allow administrators to assign selective privileges to certain users only (both local and CCX/CUCM users).

Note

  • Currently, the permissions can only be granted on selective lists/entities.

  • ExpertFlow tool authenticates a contact center supervisor credentials using Finesse server. If the CUCM is integrated with the corporate Active Directory, supervisors are also supposed to use the same CUCM/AD credentials to log on to Finesse. Therefore, if a supervisor can log on to Finesse using AD credentials, he’d also be able to log on to the Expertflow tool by putting the same credentials.