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Note: Always click Update in the top right corner to save your changes. This will apply each team setting to allow the agents within the team (excluding security settings).
| Anchor | ||||
|---|---|---|---|---|
|
Access Call Centre Center Agent – access to sign into CCA | Change own password – allows agent to change own password with CCA |
Access Call Centre Center Monitor – access to Monitoring screen in Admin Portal | Change password for other agents – allows Admin Portal user to change password for other agents |
Access Administration Site – access to sign into Admin Portal | |
Access recordings – exposes the Recordings search screens in Admin Portal | Access reports – exposes the Reports screens in admin portal |
Access admin training material – exposes Call Centre Center Administrator tab on Training screen (Admin Portal) | Access IT training material – exposes Technical Documents tab on Training screen (admin portal) |
Change general settings – exposes General screen within Admin Portal (configuration tool) | Change working hours – exposes Working Hours screen within Admin Portal (configuration tool) |
Update phonebook – exposes Phonebook screen within Admin Portal (configuration tool) | Update contact list – exposes Contact List screen within Admin Portal (configuration tool) |
Change queue options and settings – exposes Queues screen within Admin Portal (configuration tool) | Change skillsets – exposes Skillsets screen within Admin Portal (configuration tool) |
Change offices, teams, and agents – exposes Agents screen within Admin Portal (configuration tool) | Change activities – exposes Activities screen within Admin Portal (configuration tool) |
Change IVR options and settings – exposes IVR screen within Admin Portal (configuration tool) | Change bulletins – exposes Bulletins screen within Admin Portal (configuration tool) |
Change post call surveys -* exposes Post Call Survey screen within Admin Portal (configuration tool) | Change hosted DIDs -* exposes Hosted DIDs screen within Admin Portal (configuration tool) |
Update prompt files -* exposes Prompt Files screen within Admin Portal (configuration tool) | Change additional caller IDs -* exposes Special Caller IDs screen within Admin Portal (configuration tool) |
Change classification options – exposes Classifications screen within Admin Portal (configuration tool) | Terminate calls in queue* |
Change authorized extensions -* exposes Auth. Extensions screen within Admin Portal (configuration tool) | Change blacklist -* exposes Black list screen within Admin Portal (configuration tool) |
Schedule telagents -* exposes Scheduled Telagents screen within Admin Portal (configuration tool) | Schedule dialouts -* exposes Scheduled Dialouts screen within Admin Portal (configuration tool) |
Change chat templates -* exposes Chat Canned Messages screen within Admin Portal (configuration tool) | Change chat screen-pop -* exposes Chat screen-pop screen within admin portal (configuration tool) |
Change email service -* exposes inbound Emails screen within Admin Portal (configuration tool) | Change SWAT service -* exposes SWAT Service screen within Admin Portal (configuration tool) |
Access drop zone -* access to knowledge base or other custom upload functions | Access to evaluations -* exposes Evaluations screen within admin portal. |
| Modify Individual Skills on "My Profile - Allows any role to modify their own individual skills in the "my Profile" menu | Configure Georouting - Allows Team Leaders and above to manage Georouting rules |
| Configure Transfer Info - Allows Team Leaders and above to Manage Transfer Info Fields | View Metrics Dashboard - Allows any role to view the metrics dashboard. Note: Agents may view any or all queues, but will only be able to view an aggregate of "all" teams. Team leaders will be able to view "all teams" and the team they are the designated leader of. |
| Configure Preferred Agent Routing - Allows Team Leaders and above to make changes to Preferred Agent Routing rules and config settings |
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