Two System Administrators are included with all Enterprise Edition Contact Center Management starter packages. A Premium Supervisor has complete access to all Contact Center, Call Accounting, IVR Routing, and Intelligent Queue software for the purpose of configuration and network and system administration. You can optionally purchase an unlimited number of System Administrators.

Advanced Supervisors are unlimited and included with every Starter Pack. When the Contact Center Basic Starter Pack is owned Advanced Supervisors can run Contact Center Management reports, generate forecasted data, search raw data using SMDR and ACD Inspectors, view devices in real time, and run Contact Center Client in Auditor mode. Advanced Supervisors are required to configure and administer Workforce Scheduling, Schedule Adherence, and Employee Portal.

When the Contact Center Standard Starter Pack is owned Advanced Supervisors have access to Basic Contact Center Starter Pack capabilities as well as being able to run Traffic Analysis and Call Accounting reports and use Flexible Reporting. When the Contact Center Advanced Starter Pack is owned Advanced Supervisors have access to Basic and Standard Contact Center Starter Pack capabilities as well as being able to run Resiliency reports and interactively control voice agents and queues, both on a primary and a secondary controller. When the Contact Center Premium Starter Pack is owned Advanced Supervisors have access to Basic, Standard, and Advanced Contact Center Starter Pack capabilities as well as being able to run Multimedia reports and interactively control Multimedia Contact Center agents and queues.

As long as a feature is in the Starter Pack that is owned, supervisors can access it, even if Agents are licensed at a lower level. The exception to this is if Supervisors are also working Agents.

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