Agents Security Tab

The Security tab lets you adjust the settings associated with the user's Role and Permissions inherited from the team's default settings.

Role

Roles form a hierarchy and determine a user's scope and visibility of other users throughout the Contact Center Admin Portal. Users at peer level or above are hidden in the following pages:

• Configuration
• Monitoring
• Recordings
• Reports

For example, a user with the Agent role who is given access to the Monitoring page will only see themselves in this page. Team Leaders will see all agents within their team but no other Team Leaders or anyone with a higher role. Office Managers will see all Agents and Team Leaders within their location but no other Office Managers or anyone with a higher role. Call Center Managers see everyone except other Call Center Managers.

To assign a role

1. From the Role list, choose the applicable role for this user.
   • Agent
   • Team Leader
   • Office Manager
   • Call Center Manager
   • Administrator
   • External User
2. Click to select the This user is a supervisor checkbox if the user should be flagged for Classifications (i.e., receive emails from agents classifying their interactions with customers), or will be the supervisor responsible for the Work Force Management add-on.

Permissions

Permissions allow you to manage the individual Contact Center system components and Admin Portal pages that your team will have access to, and they are assigned by default based on roles.

To assign permissions to a user

1. Click to select the checkboxes corresponding to the Permissions you want to grant a user.

2. Click Update to save changes.

The following sections show, for each role, tables with the permissions selected by default, in addition to permissions available but not selected by default, and the permissions hidden to the role.

Role: Agent

Table 1: Agent permissions selected by default

Roles: Team Leader and Office Manager

Table 3: Team Leader and Office Manager permissions selected by default

Roles: Contact Center Manager and Administrator

Role: External User

Table 7: External User permissions selected by default. These are the ONLY permissions available to an External User.