Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)


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.

Note

  • If you need to add more permissions to a role in addition to the default ones, you can click to select the required checkboxes as explained in the procedure below.
  • Any permissions not given access to by default will appear unselected.
  • Some permissions will be hidden if not available at all for a role. For example, permissions that require a role of Team Leader or above, and will disappear for lower 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

PermissionDescription
Access Call Center AgentAllows access to log into CCA
Change own passwordAllows an Agent to change their own password in CCA
Access Administration Site
Allows access to log into Contact Center Admin Portal
Access admin training materialExposes the Call Center Administrator tab on the Training page in Contact Center Admin Portal
Access IT training materialExposes the Technical Documents tab on the Training page in Contact Center Admin Portal


Table 2: Agent permissions NOT selected by default
PermissionDescription
Access Call Center MonitorAllows access to the Monitoring page in Contact Center Admin Portal
Access recordingsExposes the Recordings tile under Analysis in Contact Center Admin Portal
Access reportsExposes the Reports tile under Analysis in Contact Center Admin Portal
Modify Individual Skills on My ProfileAllows any role to modify their own individual skills in the My Profile menu
View Metrics Dashboard
Allows any role to view the Metrics dashboard.
Important: Agents may view any or all queues, but will only be able to view an aggregate of ALL teams.

Important

The following permissions are hidden from Agents:

Change password for other agentsChange security policiesChange general settingsChange working hoursUpdate phonebook
Update contact listChange queue options and settingsChange skillsetsChange offices, teams, and agentsChange activities
Change IVR options and settingsChange bulletinsChange post-call surveysChange hosted DIDsUpdate prompt files
Change classification optionsTerminate calls in queueChange authorized extensionsChange blocklistSchedule telagents
Schedule dialoutsChange chat templatesChange chat screen-popChange email serviceChange SWAT service
Access drop zoneAccess to evaluationsAccess IVR StudioConfigure transfer infoConfigure georouting
Configure preferred agent georoutingConfigure Dynamic NotificationAccess API services

Roles: Team Leader and Office Manager




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

PermissionDescription
Access Call Center AgentAllows access to log into CCA
Change own passwordAllows an Agent to change their own password in CCA
Access Call Center MonitorAllows access to the Monitoring page in Contact Center Admin Portal
Change password for other agents
Allows a Contact Center Admin Portal user to change passwords for other Agents
Access Administration Site
Allows access to log into Contact Center Admin Portal
Access recordingsExposes the Recordings tile under Analysis in Contact Center Admin Portal
Access reportsExposes the Reports tile under Analysis in Contact Center Admin Portal
Access admin training materialExposes the Call Center Administrator tab on the Training page in Contact Center Admin Portal
Access IT training materialExposes the Technical Documents tab on the Training page in Contact Center Admin Portal
Update phonebook
Exposes the Phonebook tile under Configure > General in Contact Center Admin Portal
Update contact list
Exposes the Contacts tile under Configure > General in Contact Center Admin Portal
Change skillsets
Exposes the Skillsets tile under Configure > General in Contact Center Admin Portal
Change offices, teams, and agents
Exposes the Agents tile under Configure > General in Contact Center Admin Portal
Change activities
Exposes the Activities tile under Configure > General in Contact Center Admin Portal
Change bulletins
Exposes the Bulletins tile under Configure > General in Contact Center Admin Portal
Change post-call surveys*
Exposes the Post Call Survey tile under Configure > Inbound Voice in Contact Center Admin Portal
Change hosted DIDs*
Exposes the Hosted DIDs tile under Configure > General in Contact Center Admin Portal
Update prompt files*
Exposes the Prompt Files tile under under Configure > General in Contact Center Admin Portal
Change classification options
Exposes the Classifications tile under Configure > General in Contact Center Admin Portal
Change authorized extensions*
Exposes the Auth. Extensions tile under Configure > General in Contact Center Admin Portal
Schedule telagents*
Exposes the Scheduled Telagents tile under Configure > General in Contact Center Admin Portal
Schedule dialouts*
Exposes the Scheduled Dialouts tile under Configure > General in Contact Center Admin Portal
Access to evaluations*
Exposes the Evaluator tile under Tools in Contact Center Admin Portal
Modify Individual Skills on My ProfileAllows any role to modify their own individual skills in the My Profile menu
Configure transfer info 
Allows Team Leaders and above access to the Manage Transfer Info boxes
Configure preferred agent routing
Allows Team Leaders and above to make changes to Preferred Agent Routing rules and configuration settings
View Metrics Dashboard
Allows any role to view the Metrics dashboard.

Important: Team Leaders will be able to view ALL TEAMS in addition to the team they are the designated leader of.
*Custom add-on
Table 4: Team Leader and Office Manager permissions Not selected by default
PermissionDescription
Change general settings
Exposes the General tile under Configure in Contact Center Admin Portal
Change working hours
Exposes the Working Hours tile under Configure > General in Contact Center Admin Portal
Change queue options and settings
Exposes the Queues tile under Configure > General in Contact Center Admin Portal
Change IVR options and settings
Exposes the IVRs tile under Configure > General in Contact Center Admin Portal
Terminate calls in queue*
Allows the user to terminate voice calls waiting in queue
Change blocklist*
Exposes the Blocklist tile under Configure > General in Contact Center Admin Portal
Change chat templates*
Exposes the Canned Messages tile under Configure > Inbound Chat in Contact Center Admin Portal
Change chat screen-pop*
Exposes the Chat screen-pop page on the Configuration Tool in Contact Center Admin Portal
Change email service*
Exposes the Inbound Email tile under Configure in Contact Center Admin Portal
Change SWAT service*
Exposes the SWAT tile under Configure > Outreach in Contact Center Admin Portal
Access drop zone*
Allows access to the knowledge base or other custom upload functions
Configure georouting
Allows Team Leaders and above to manage Georouting rules
Configure Dynamic NotificationGives a user full access to Dynamic Notifications
Access API ServicesGives a user access to the Contact Center APIs. Specifically, it gives a user the ability to request a token that can be used with other API endpoints.

*Custom add-on

Important

The following permissions are hidden from Team Leaders and Office Managers:

Change security policies and Access IVR Studio

Roles: Contact Center Manager and Administrator

Table 5: Contact Center Manager and Administrator permissions selected by default
PermissionDescription
Access Call Center AgentAllows access to log into CCA
Change own passwordAllows an Agent to change their own password in CCA
Access Call Center MonitorAllows access to the Monitoring page in Contact Center Admin Portal
Change password for other agents
Allows a Contact Center Admin Portal user to change passwords for other Agents
Access Administration Site
Allows access to log into Contact Center Admin Portal
Change Security Policies
Provides access to a page that allows a user to set the default password strength for an account and account lockout parameters
Access recordingsExposes the Recordings tile under Analysis in Contact Center Admin Portal
Access reportsExposes the Reports tile under Analysis in Contact Center Admin Portal
Access admin training materialExposes the Call Center Administrator tab on the Training page in Contact Center Admin Portal
Access IT training materialExposes the Technical Documents tab on the Training page in Contact Center Admin Portal
Change general settingsExposes the General tile under Configure in Contact Center Admin Portal
Change working hoursExposes the Working Hours tile under Configure > General in Contact Center Admin Portal
Update phonebook
Exposes the Phonebook tile under Configure > General in Contact Center Admin Portal
Update contact list
Exposes the Contacts tile under Configure > General in Contact Center Admin Portal
Change queue options and settingsExposes the Queues tile under Configure > General in Contact Center Admin Portal
Change skillsets
Exposes the Skillsets tile under Configure > General in Contact Center Admin Portal
Change offices, teams, and agents
Exposes the Agents tile under Configure > General in Contact Center Admin Portal
Change activities
Exposes the Activities tile under Configure > General in Contact Center Admin Portal
Change IVR options and settingsExposes the IVRs tile under Configure > General in Contact Center Admin Portal
Change bulletins
Exposes the Bulletins tile under Configure > General in Contact Center Admin Portal
Change post-call surveys*
Exposes the Post Call Survey tile under Configure > Inbound Voice in Contact Center Admin Portal
Change hosted DIDs*
Exposes the Hosted DIDs tile under Configure > General in Contact Center Admin Portal
Update prompt files*
Exposes the Prompt Files tile under under Configure > General in Contact Center Admin Portal
Change classification options
Exposes the Classifications tile under Configure > General in Contact Center Admin Portal
Terminate calls in queue*Allows the user to terminate voice calls waiting in queue
Change authorized extensions*
Exposes the Auth. Extensions tile under Configure > General in Contact Center Admin Portal
Change blocklist*Exposes the Blocklist tile under Configure > General in Contact Center Admin Portal
Schedule telagents*
Exposes the Scheduled Telagents tile under Configure > General in Contact Center Admin Portal
Schedule dialouts*
Exposes the Scheduled Dialouts tile under Configure > General in Contact Center Admin Portal
Change chat templates*Exposes the Canned Messages tile under Configure > Inbound Chat in Contact Center Admin Portal
Change chat screen-pop*Exposes the Chat screen-pop page on the Configuration Tool in Contact Center Admin Portal
Change email service*Exposes the Inbound Email tile under Configure in Contact Center Admin Portal
Change SWAT service*Exposes the SWAT tile under Configure > Outreach in Contact Center Admin Portal
Access drop zone*Allows access to the knowledge base or other custom upload functions
Access to evaluations*
Exposes the Evaluator tile under Tools in Contact Center Admin Portal
Modify Individual Skills on My ProfileAllows any role to modify their own individual skills in the My Profile menu
Configure transfer info 
Allows Team Leaders and above access to Manage Transfer Info Fields
Configure georoutingAllows Team Leaders and above to manage Georouting rules
Configure preferred agent routing
Allows Team Leaders and above to make changes to Preferred Agent Routing rules and configuration settings
View Metrics Dashboard
Allows any role to view the Metrics dashboard.

Important: Team Leaders will be able to view ALL TEAMS in addition to the team they are the designated leader of.
Configure Dynamic NotificationGives a user full access to Dynamic Notifications
Access API ServicesGives a user access to use Contact Center APIs. Specifically, it gives a user the ability to request a token that can be used with other API endpoints.

*Custom add-on

Table 6: Contact Center Manager and Administrator permissions Not selected by default

PermissionDescription
Access IVR Studio

Gives a user access to the IVR Studio

Important: SysAdmin is the role that provides Local Admin with user permissions to the IVR Studio

Role: External User

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

PermissionDescription
Access Administration Site
Allows access to log into Contact Center Admin Portal
Access recordingsExposes the Recordings tile under Analysis in Contact Center Admin Portal


Important

The following permissions are hidden from External Users:

Access Call Center AgentChange own passwordAccess Call Center MonitorChange password for other agentsChange security policies
Access reportsAccess admin training materialAccess IT training materialChange general settingsChange working hours
Update phonebookUpdate contact listChange queue options and settingsChange skillsetsChange offices, teams, and agents
Change activitiesChange IVR options and settingsChange bulletinsChange post-call surveysChange hosted DIDs
Update prompt filesChange classification optionsTerminate calls in queueChange authorized extensionsChange blocklist
Schedule telagentsSchedule dialoutsChange chat templatesChange chat screen-popChange email service
Change SWAT serviceAccess drop zoneAccess to evaluationsModify individual skills on My ProfileConfigure transfer info
Configure georoutingConfigure preferred agent routingView Metric DashboardConfigure Dynamic NotificationAccess API services
Access IVR Studio








Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)