Operator roles

Technician - Regular

This type of account is determined for technician, who solves technical problems individually. He has default access to technical part – Customer Monitor - to all customers and computers. Administrative functions are available according to his permissions. He can see all requests in CDESK, but only his own fulfillments by default. He has the permission to complete all requests, Access to the proposals and fulfillments is according to assigned permissions.

Technician - General

This type of account is determined for technician, who handles requests of his assigned customers, computers and can read their technical information. Operator has access to the technical part – Customer Monitor, but only to customers and computers assigned to him. Administrative functions are available according to his permissions. He can only see requests entered by him, those where he is a solver or those that are notified to him, and other solvers' requests according to permissions. Defaultly he only has access to his own fulfillments. Access to the proposals and fulfillments is according to assigned permissions.

Helpdesk - Supervisor

Type of account determined for manager who monitores and controls the fulfilling of customer’s requests and created proposals. This operator doesn’t have an access to technical part – Customer Monitor. By default, he can see all requests, but can’t edit some values in requests created by Helpdesk specialist role. All fulfillments are accessible only for reading. Access to the proposals and fulfillments is according to assigned permissions.

Helpdesk - Specialist

Type of account determined for operator who solves the requests of all customers, prepares the initial proposal offers. This operator also doesn’t have access to technical part – Customer Monitor. He can see all requests by default, but without some sensitive manager’s information (e.g. prices in proposals). Only his own fulfillments are accessible by default. Access to the proposals and fulfillments is according to assigned permissions.

Helpdesk - General

Determined for operator who is solves the requests of his assigned customers. Operator doesn’t have access to technical part – Customer Monitor. In CDESK, he can see all requests entered by him, solved requests or the ones which are notified to him. Only his own fulfillments are accessible by default. Access to the proposals, fulfillments and requests of other operators is according to assigned permissions.

Internal and External operators (employees)

From perspective of management of various company types or departments there are usually required other requirements for internal staff and external workers performing the specific tasks which are generating the income. This means that also these external workers have to precisely meet the regulations and objectives of company. Tasks assigned to them have usually lower priority so there is a need to distinguish their valuation compared to internal staff.

During the creation of new operator in Admin zone -> Users -> Operators and Groups, maintainer can choose the type as it’s displayed on following picture.

Setting operator`s role

Image: Setting operator`s role

Request statistics in initial overview can be adjusted by internal or external operators.

Displaying of Initial overview with statistics for certain types of operators

Image: Displaying of Initial overview with statistics for certain types of operators

External operators can be distinguished from internal at first sight from the list of operators.

List of operators with division to External and Internal

Image: List of operators with division to External and Internal

http://www.customermonitor.sk/node/455