# Privileges and Role Management for Contact Center A role can have one or more privileges assigned to it by either an account owner or someone with role management privilege. Role-based access control enables your account to have additional user roles. User roles can have a set of permissions that allows access only to the pages a user needs to view or edit. ## Contact Center - Analytics settings Role permissions on the [Settings tab, General subsection](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061941#h_01FWHA20K7CF310WJB29QXMNKC), control access to various analytics and reporting features, including real-time analytics, historical reports, and user activity tracking. | Privileges | Description | | ----------------------------------------- | ----------------------------------------------------------------------------- | | `RptMyAgents:Read` | Allow user to view the status of agents. | | `RptQueueAnalytics:Read` | Allow user to view real-time charts. | | `RptQueueAnalyticsOverview:Read` | Allow user to view overview data for all channels. | | `RptActiveChannelEngagements:Read` | Allow user to view active engagements for each channel. | | `RptWallboard:Read` | Allow user to view wallboards. | | `RptWallboard:Edit` | Allow user to add new wallboard views, duplicate existing ones and edit them. | | `RptWallboardShare:Edit` | Allow user to share the wallboard views they create. | | `RptAgentReport:Read` | Allow user to view agent's timesheets. | | `RptAgentReportOverview:Read` | Allow user to view overview data for all channels. | | `RptAgentReportExport:Edit` | Allow user to export agent time sheet data. | | `RptQueueChartReport:Read` | Allow user to view historical queue charts. | | `RptQueueChartReportOverView:Read` | Allow user to view overview data for all channels. | | `RptQueueChartReportExport:Edit` | Allow user to export queue chart data. | | `RptQueueDetailReport:Read` | Allow user to view historical queue details. | | `RptQueueDetailReportExport:Edit` | Allow user to export queue detail data. | | `RptQueueIntervalReport:Read` | Allow user to view the interval report. | | `RptQueueIntervalReportExport:Edit` | Allow user to export interval report data. | | `RptFlowChartReport:Read` | Allow user to view the flow chart report. | | `RptFlowChartReportExport:Edit` | Allow user to export flow chart data. | | `RptFlowDetailReport:Read` | Allow user to view the flow detail report. | | `RptFlowDetailReportExport:Edit` | Allow user to export flow detail data. | | `RptSurvey:Read` | Allow user to view the consumer engagement surveys report. | | `RptSurveyExport:Edit` | Allow user to export engagement survey results. | | `RptSubscriptions:Read` | Allow user to create or view subscriptions. | | `RptCustomReports:Read` | Allow user to view existing reports including default reports. | | `RptCustomReports:Edit` | Allow user to create and duplicate reports. | | `RptCustomReportsShare:Edit` | Allow user to share default and custom reports with your organization. | | `RptCustomReportsExport:Edit` | Allow user to export default and custom reports. | | `RptCustomReportsSchedule:Edit` | Allow user to schedule default and custom reports. | | `RptLogs:Read` | Allow user to view the logs. | | `RptLogsExport:Edit` | Allow user to export logs. | | `RptLogsErasePII:Edit` | Allow user to erase personal information in the engagement log. | | `RptDashboards:Read` | Allow user to view existing dashboards, including default dashboards. | | `RptDashboards:Edit` | Allow user to create and duplicate dashboards. | | `RptDashboardsShare:Edit` | Allow user to share custom dashboards. | | `RptContactCenter:Read` | Allow user to view the contact center usage report. | | `RptContactCenterExport:Edit` | Allow user to export contact center usage report data. | | `RptContactCenterOperationLog:Read` | Allow user to view the contact center operation log. | | `RptContactCenterOperationLogExport:Edit` | Allow user to export operation log data. | ## Contact Center - General settings Role permissions on the [Settings tab, Engagements subsection](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061941#h_01FWHA20K7CF310WJB29QXMNKC), control access to start and upgrade various types of outbound engagements, along with engagement management and client customization. | Privileges | Description | | ----------------------------- | ------------------------------------------------------------------------------------- | | `OutboundVoiceCall` | Allow user to start a new outbound voice engagement to consumers. | | `OutboundVideoCall` | Allow user to start a new outbound video engagement to consumers. | | `OutboundSMS` | Allow user to start a new outbound messaging engagement to consumers. | | `OutboundEmail` | Allow user to start a new outbound email engagement to consumers. | | `QueueOptInOut` | Allow user to opt in or out of their assigned queues. | | `OtherUserQueueOpt` | Allow user to opt other users in or out of their assigned queues. | | `ChangeUserStatus` | Allow user to change the Ready/Not Ready status of other users. | | `ContactManagement` | Allow user to add or edit contacts information in the client. | | `VoicemailManagement` | Allow user to view and manage the voicemails. | | `VoicemailPlay` | Allow user to play voicemails. | | `VoicemailDownload` | Allow user to download voicemails. | | `VoicemailAssign` | Allow user to assign voicemail to others. | | `VoicemailDelete` | Allow user to delete voicemails. | | `OwnCallRecordingView` | Allow user to view and play their own voice, video and messaging Cobrowse recordings. | | `MessagingTranscript` | Allow user to access the list of messaging transcript. | | `MessagingTranscriptDelete` | Allow user to delete messaging transcript. | | `MessagingTranscriptDownload` | Allow user to download messaging transcript. | | `EmailTranscript` | Allow user to access the list of email transcript. | | `EmailTranscriptDelete` | Allow user to delete email transcript. | | `EmailTranscriptDownload` | Allow user to download email transcript. | | `ConsumerHistory` | Allow user to view consumer history under profile in the client. | | `EngagementNote` | Allow user to add or edit notes while in an engagement. | | `FileShare` | Allow user to send and receive files in messaging and email engagements. | | `EngagementUpgrade` | Allow user to upgrade engagements to voice or video calls. | | `ChatToVoiceUpgrade` | Allow user to upgrade engagements to voice from web chat. | | `FacebookToVoiceUpgrade` | Allow user to upgrade engagements to voice from Facebook Messenger. | | `SMSToVoiceUpgrade` | Allow user to upgrade engagements to voice from SMS. | | `WhatsAppToVoiceUpgrade` | Allow user to upgrade engagements to voice from WhatsApp. | | `InstagramToVoiceUpgrade` | Allow user to upgrade engagements to voice from Instagram. | | `TeamChatToVoiceUpgrade` | Allow user to upgrade engagements to voice from Zoom Chat. | | `ChatToVideoUpgrade` | Allow user to upgrade engagements to video from web chat. | | `FacebookToVideoUpgrade` | Allow user to upgrade engagements to video from Facebook Messenger. | | `SMSToVideoUpgrade` | Allow user to upgrade engagements to video from SMS. | | `VoiceToVideoUpgrade` | Allow user to upgrade engagements to video from Voice. | | `WhatsAppToVideoUpgrade` | Allow user to upgrade engagements to video from WhatsApp. | | `InstagramToVideoUpgrade` | Allow user to upgrade engagements to video from Instagram. | | `TeamChatToVideoUpgrade` | Allow user to upgrade engagements to video from Zoom Chat. | | `VideoOnHold` | Allow user to put video on hold. | | `EngagementTransfer` | Allow user to transfer engagements to queues, flows and agents. | | `CobrowseSession` | Allow user to start Cobrowse sessions during voice and web chat engagements. | | `WaitingRoomVideoDropIn` | Allow user to talk with consumers on video while they're in the waiting room. | | `WaitingRoomVideoChat` | Allow user to chat with consumers on engagements while they wait. | | `EngagementListen` | Allow user to listen in on engagements assigned to other agents. | | `EngagementWhisper` | Allow user to whisper into engagements assigned to other agents. | | `EngagementBarge` | Allow user to barge in on engagements assigned to other agents. | | `EngagementTakeover` | Allow user to take over engagements assigned to other agents. | | `ActiveEngagements` | Allow user to view and use Open engagements in the client. | | `ScheduledEngagements` | Allow user to view and use Scheduled engagements in the client. | | `CompletedEngagements` | Allow user to view and use Closed engagements in the client. | | `TeamTab` | Allow user to view and use the Teams tab in the client. | | `AddressBookTab` | Allow user to view and use the Address book tab in the client. | | `InboxTab` | Allow user to view and use the Inbox tab in the client. | | `AnalyticsTab` | Allow user to view and use the Analytics tab in the client. | ## Contact Center - Administration settings Role permissions on the [Administration tab](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061941#h_01GMEG7MDSBBXS4NSBME5617YX) control access to management functions, including user and team management, queue management, log management, and flow management. | Privileges | Description | | ---------------------------------------------------------------------- | ---------------------------------------------------------------------- | | `UserManagement:Read, UserManagement:Edit` | Allow user to view and manage users. | | `TeamManagement:Read, TeamManagement:Edit` | Allow user to view and manage teams. | | `RoleManagement:Read, RoleManagement:Edit` | Allow user to view and manage roles. | | `SkillManagement:Read, SkillManagement:Edit` | Allow user to view and manage skills. | | `InboxManagement:Read, InboxManagement:Edit` | Allow user to view and manage inboxes. | | `QueueManagement:Read, QueueManagement:Edit` | Allow user to view and manage queues. | | `NumberManagement:Read, NumberManagement:Edit` | Allow user to view and manage numbers. | | `RoutingProfileManagement:Read, RoutingProfileManagement:Edit` | Allow user to view and manage routing profiles. | | `DispositionManagement:Read, DispositionManagement:Edit` | Allow user to view and manage dispositions. | | `WaitingRoomManagement:Read, WaitingRoomManagement:Edit` | Allow user to view and manage waiting rooms. | | `FlowManagement:Read, FlowManagement:Edit` | Allow user to view and manage flows in flow editor. | | `PreferenceManagement:Read, PreferenceManagement:Edit` | Allow user to view and manage account preferences. | | `AddressBookManagement:Read, AddressBookManagement:Edit` | Allow user to view and manage address books. | | `AddressCustomFieldManagement:Read, AddressCustomFieldManagement:Edit` | Allow user to view and manage address book custom fields. | | `CampaignManagement:Read, CampaignManagement:Edit` | Allow user to view and manage web campaigns. | | `IntegrationManagement:Read, IntegrationManagement:Edit` | Allow user to view and manage integrations. | | `RoutingEngineManagement:Read, RoutingEngineManagement:Edit` | Allow user to view Routing Engine console. | | `LogManagement:Read` | Allow user to view and manage logs. | | `EngagementLogManagement:Read` | Allow user to view the engagement log. | | `EngagementLogExport:Edit` | Allow user to export engagement log data. | | `EngagementLogErasePII:Edit` | Allow user to erase personal information in the engagement log. | | `VoiceCallLogManagement:Read` | Allow user to view the voice calls log. | | `VoiceCallLogExport:Edit` | Allow user to export voice calls log data. | | `SMSLogManagement:Read` | Allow user to view the SMS log. | | `SMSLogExport:Edit` | Allow user to export SMS log data. | | `RecordingsLogManagement:Read` | Allow user to view the recordings log. | | `RecordingsLogExport:Edit` | Allow user to export recordings log data. | | `VariablesLogManagement:Read` | Allow user to view the variables log. | | `VariablesLogExport:Edit` | Allow user to export variables log data. | | `VariablesLogDelete:Edit` | Allow user to permanently delete engagement variables. | | `VoiceRecordingAccess:Read` | Allow user to view list of Cobrowse recordings. | | `RecordingPlay:Edit` | Allow user to play voice, video and messaging Cobrowse recordings. | | `VoiceRecordingDownload:Edit` | Allow user to download voice, video and messaging Cobrowse recordings. | | `VoiceRecordingDelete:Edit` | Allow user to delete voice, video and messaging Cobrowse recordings. | | `VoiceDataRetentionExemption:Edit` | Allow user to manage data retention exemption for recordings. |