Managing roles

In this section of the Knowledge Base, we will look at how to Manage User Roles and how to View User Roles.

Administrators can set up different roles that can be assigned to user-account logins. Each role can have different privileges associated with it that determine the permissions provided to that role with regard to the system’s capabilities and resources.

Administrators can create different versions of the existing (default) roles by adding new roles and bolting them on to existing roles. This is better than simply assigning extra privileges to an existing role, as any new roles created can be used elsewhere and be bolted on to several existing roles, as required. For more information, see Best practice when creating different versions of a role.

Administrators must have the Roles: Modify privilege to configure roles and associate privileges with roles.

Administrators must have the Users: Modify privilege and the Assign Roles privilege to assign roles to user logins. Each role can be assigned to multiple user logins.

Note: For more detailed information on roles and privileges, see Roles, privileges and profiles.

Click play to watch a video on managing user roles.

Note: The system is configured with default roles, which cannot be edited (read-only), but which can be copied and used as the basis for creating new roles.

Administrators must have the Users: Modify privilege and the Assign Roles privilege to assign roles to user logins. Each role can be assigned to multiple user logins.

Note: The ability to configure user accounts is a licensable feature of the system.

To manage a role:

Procedure #

1. Click Staff > Roles on the menu bar.
   A list of the roles that are already set up is displayed.
2. To add a role:
   • Click Add.
     The New Role page is displayed.
   • (Mandatory.) Enter the Name of the role (up to 100 characters). Any unicode characters are allowed, including whitespace and accented letters.
   • Enter a brief Description of the role (up to 250 characters). Any unicode characters are allowed, including whitespace and accented letters.
   • (Mandatory.) Select a role type from the Type dropdown list. The role type restricts the privileges that may be included in the role and the values that those privileges can take. For example, an Administrator role cannot be given the Handle Inbound Calls privilege, which is reserved for agents only.
     
     The role type determines the kind of users that the role may be assigned to. The following default role types are available:
     • Company Administrator
     • Supervisor
     • Wallboard
     • Base Agent
     • Agent Voice
     • Agent Email
     • Agent Chat
     • Agent SMS
     • Agent Microsoft Dynamics CRM
     • Agent Salesforce CRM
     • Agent Zendesk CRM
     • EMIS Integration
     • Safe-Pay
       
       Note: A role may only be assigned to a user if it has a role type matching the list of allowed role types for that user.
       
       Note: Once the role type is saved, it cannot be changed.
     • Select the General tab under Privileges and specify the general privileges that are available to this role.
       
       Some privileges are set with checkboxes to be ticked (to enable) or unticked (to disable), while others are set with dropdown lists from which one of the following access levels can be selected:
       • None – Not displayed
       • View only – Read-only
       • Modify – Can be created or changed.
     • Select the Reports tab under Privileges and specify the level of access to reports that is available to this role from the drop-down list:
       • None – Reports will not be displayed
       • View only – Reports are read-only
       • Modify – Reports can be created or changed.
         
         Tick the checkbox for each report type that can be viewed or modified then click Add.
         
         Note: The reports access level can also be set under the General tab.
     • (If present.) Select the Flow Editor Nodes tab under Privileges and specify the node types that can be used by this role in routing flows.
       
       Note: This role must also have the Routing Flows: Modify privilege (under the General tab) to be able to use these node types in Flow Editor.
     • Click Add.
3. To delete a role, select the appropriate role in the list and click Delete then confirm that you want to delete the role.
   
   Note: You can only delete a role that is listed under Editable in the Roles list and that is not currently in use. Default roles cannot be deleted.
4. To create an exact copy of a role:
   • Select the appropriate role in the list.
   • Click Copy.
   • Enter the name of the copy (up to 100 characters) then click OK.Note: A copied role will inherit the role type of the source role.
     
     The newly created copy can now be edited without affecting the original role.
5. To edit parameters for a role, select the appropriate role in the list, reconfigure the parameters as appropriate, then click Save Changes.
   
   Note: You can only edit a role that is listed under Editable in the Roles list. Default roles cannot be edited.

Viewing User Roles #

1. Click Staff > Roles on the menu bar. A list of the user roles that are already set up is displayed.
2. To view the settings for a specific user role, select the user role in the list.

Note: For more detailed information on roles and privileges, see Roles, privileges and profiles.

Related concepts
Roles, privileges and profiles
Best practice when creating different versions of a role