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, 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, 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 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. |