Click on Click the Security tab to configure settings related to Default Role and Default Permissions.
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A team can be given one of the following four default roles: Agent, Team Leader, Office Manager, or Call Center Manager. These roles form a hierarchy and determine a user's scope and visibility of other users throughout pages of the Admin Portal. Users of peer level or above are hidden in configuration pages, Monitoring, Recordings, and Reports Users with the same privileges are displayed on the Monitoring page.
For example, a user with the Agent role who is given access to the Monitoring screen will only see him – or herself being monitored. Team Leaders will see all Agents within their team but no other Team Leaders or above. Office Mangers will see all users within their location except for Call Center Managers who can see everyone in all locations except for other Call Center Mangers.
Use Choose the drop down to choose the default role for the team from the Default Role list.
The default role chosen here will will be applied to new agents when they are created. Roles can later be adjusted for each agent on an individual basis.
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The default permissions specified for the team will be applied to new agents when they are created. Permissions can later be adjusted for each agent on an individual basis. See the Permissions List below for a list of all permissions and the specific access that is being granted with each permission.
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