Configuring RMC Users in the Genesys Configuration Layer

With the appropriate configuration, any Advisors user in release 8.5.101 and later can use the Resource Management Console (RMC). You configure a user’s access to RMC in the Configuration Layer.

Warning

For a known issue with multi-user use of RMC when you use Supervisor Desktop Service (SDS) release 7.6.300.09 and the RMC that shipped with Advisors Genesys Adapter release 8.5.101.08, see the Performance Management Advisors Genesys Adapter Release Note.

When configuring RMC users, consider the following:

• In RMC, users see only agents and agent groups to which they have been granted at least Read permission in the Genesys Configuration Layer.
• You can control what each user can do in RMC. For example, certain users might be able to change agents' skills in RMC, while other users cannot. See Advisors.RMC.ManageAgentSkills.canView and Advisors.RMC.ManageAgentStatus.canView for specific information.

Genesys recommends the following configuration when you assign RMC access permissions to a user:

1. Create an access group; for example, RMC Users Access Group.
2. Assign the permissions to the access group.
3. Add the users as members to the access group.

The following procedure assumes you are using an access group of users who will have access to RMC on the Contact Center Advisor and/or Workforce Advisor dashboard.

See the following Help documents for detailed information about using the Genesys configuration interface available in your enterprise:

• Configuration Manager Help (8.1)
• Genesys Administrator Help
• Genesys Administrator Extension Help

Procedure: Assigning User Permissions for RMC Access

Purpose: To configure User and Access Group objects in your enterprise to allow access to the RMC.

Prerequisites

• You have created an access group to contain users who will have access to RMC. (You will add users to this access group as part of the following procedure.)
• You are logged in to the interface you use to configure Genesys applications (for example, Genesys Administrator or Genesys Administrator Extension).

Steps

1. In the Genesys configuration interface, create a new person in your SDS-monitored tenant for each user who needs access to RMC. This can be the Environment tenant, or another tenant. For each person, do the following:
   1. If you use SDS release 7.6.300.09 or earlier in your environment, ensure that the Agent check box is selected (that is, identify this user as an agent). Selecting the Agent check box is no longer required starting with SDS release 7.6.300.11.
   2. In the Annex, create a new section named [security].
   3. Add the following properties to the section:
      • Supervisor = 1
      • SupervisorAdhoc = 2
      • SupervisorExtended = 10
      • SupervisorMonitoring = 1
   4. Save the person.
2. Navigate to the access group that you created to collect the RMC users and make the following updates:
   1. Add the default user to the list in the Permissions and give that user Full Control as the type of access (if this does not already exist).
   2. Save the access group.
3. Change the permissions of the following objects, as described below, to grant additional permissions to the access group:
   • Read on the Environment tenant object. No propagation of this permission to contained objects is required.
   • Read and Execute on the application named default in the Environment tenant. Read on any user-created folder that contains the application.
   • Read and Execute on the application object for the SDS application, in the Environment tenant. Read on any user-created folder that contains the application.
   • In a multi-tenant deployment, Read on the tenant object that contains the RMC user. No propagation of this permission to contained objects is required.
   • In the tenant that contains the RMC user, Read on agent groups that the user will work with in RMC. Read on any user-created folder that contains the agent groups.
   • In the tenant that contains the RMC user, Read and Change on users (persons) that the user will work with in RMC, although starting with CCAdv/WA release 8.5.101.15, it is sufficient to apply the Read permission only (the Change permission is not required). Read on any user-created folder that contains the users (persons).
   • Read on skills that the RMC user will manage for users (persons). Read on any user-created folder that contains the skills.

4. Restart the SDS server. If there are hundreds of agents, the SDS server can take some time to completely start.

   If you use SDS release 7.6.300.09 or earlier, wait until you see the following messages in the SDS server logs before proceeding:

        22 09 15:18:34:472 [    Stat Initializer] INFO      GSD.Stat Service  Stat on request is set to true
        22 09 15:18:43:691 [           StatQueue] INFO          GSD.Stat DIM  Stat initialization complete (Super queue)
        22 09 15:18:43:691 [           StatQueue] INFO          GSD.Stat DIM  Stat initialization complete (Priority queue)
        22 09 15:25:54:582 [           StatQueue] INFO          GSD.Stat DIM  Stat initialization complete
        22 09 15:37:53:551 [         http-8080-1] OFF                    SDS  
                                     +++++++++++++++++++++++++++++++++++++++++++++++
                                     Supervisor Desktop Service:       7.6.300.09

   If you use SDS release 7.6.300.11 or higher, it is not necessary to wait for the Stat initialization complete message in the logs. Instead, watch for the following message in the SDS server logs, which indicates that SDS is ready (that is, all the configuration objects are loaded):

   01 04 17:30:36:828 [      Init Ail Logic] OFF   SD.Directory Manager  Supervisor Desktop Initialized:
                                                   +++++++++++++++++++++++++++++++++++++++++++++++
                                                   Supervisor Desktop Initialized.

5. Restart the Geronimo application server in which RMC is running.
Warning
When you add users, change users, or remove users in the Configuration Layer, the SDS server should pick up these changes and they should be reflected in the RMC without further action. If such changes are not visible in the RMC, restart the SDS server after you are done working with the users, and then restart the Advisors Geronimo server on the node that is running the RMC. This will ensure that SDS and Advisors modules use your changes.
6. See Next Steps for information about assigning Advisors permissions to the new user.

Next Steps

In addition to the permissions that you assign to the user in the Configuration Layer, the user needs additional permissions assigned as options in the Annex of a role. Review the following Advisors permissions for additional information:

• Advisors.RMC.canView
• Advisors.RMC.ManageAgentSkills.canView
• Advisors.RMC.ManageAgentStatus.canView