Engagement Channel Supervisor (Job Role)

Individual responsible for monitoring metrics and overall resource balancing across the Engagement channels.

Role Hierarchy

The Engagement Channel Supervisor job role directly and indirectly inherits these roles.

• Engagement Channel Supervisor

  • Service Generative AI User

Duties

This table lists the duties assigned directly and indirectly to the Engagement Channel Supervisor job role.

Duty Role	Description
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.

Privileges

This table lists privileges granted to duties of the Engagement Channel Supervisor job role.

Granted Role	Granted Role Description	Privilege	Privilege Description
Engagement Channel Supervisor	Individual responsible for monitoring metrics and overall resource balancing across the Engagement channels.	View Engagement Channel Dashboard	Allows the user to view engagement channel dashboard.
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access API for generating HRHD email response	Allows access to email response generation API and the required UI artifacts
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access API for generating ISR email response	Allows access to email response generation API and the required UI artifacts
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access API for generating SR email response	Allows access to email response generation API and the required UI artifacts
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access Case Summarization APIs	Allows access to the APIs to use Case summarization feature
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access HR Help Desk Request Summarization APIs	Allows access to the APIs to use HR Help Desk Request summarization feature
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access HRHD Automation Agent APIs	Allows access to APIs related to HRHD automation agent
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access ISR Automation Agent APIs	Allows access to APIs related to ISR automation agent
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access Internal Help Desk Request Summarization APIs	Allows access to the APIs to use Internal Help Desk Request summarization feature
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access SR Automation Agent APIs	Allows access to APIs related to SR automation agent
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Access SR Summarization APIs	Allows access to the APIs to fetch SR summarizations
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Chat Knowledge Article Summary Extraction Service	Allows for a generative AI-created answer extraction of Knowledge Management articles that can be included in chat messages along with a link to the source document.
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Chat Transcript Summary Service for Transfers and Conferences	Allows for the creation of a generative AI chat transcript summary that will be passed to agents when receiving chat transfer or conference offers.
Service Generative AI User	Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model.	Generative AI Wrap Up Summary Service	Allows for the creation of a generative AI summary that will be inserted into wrap up notes at the end of an interaction.