There are four pre-defined user types in the ice Contact Center:
- User/Agent - Individuals handling contacts or interactions in the system; such as calls, emails, chats, or social media. They have access to iceBar. Also known as agents, advisors, representatives, specialist, or officers
- Team Leader - A user that oversees a group of individuals belonging to a team or several teams. This account type has access to all iceManager products but is restricted to only being able to manage individuals belonging to a team or several teams they are part of.
- Supervisor - A user that oversees users who share a common queue. This account type has access to all iceManager products and can make changes in iceAdministrator to users and workflow.
- Administrator - A user that oversees all users in their contact center. This account type has access to all ice products and can manage all user types in a contact center.