Within each role there are individual rights (Privileges) that determine the permissions or restrictions provided to that role – what that user role can do with each subset of a company’s data, for example, can access statistics, can record calls, can create other user logins. Administrators can specify the privileges that are associated with a user role.
Each role can be associated with multiple privileges. The role type (which is specified when a user role is created) restricts the privileges that may be included in the role and the values that those privileges can take.
Administrators must have the Roles: Modify privilege to assign privileges to user roles.
Assign privileges to an existing user role: #
- Click Staff > Roles on the menu bar. A list of the user roles that are already set up is displayed.
- Select the appropriate role in the list.
- To assign general privileges to the role, select the General tab under Privileges, then for each privilege, either select the appropriate access level from the drop-down list or tick the appropriate checkbox.
- To assign report privileges to the role:
- Select the Reports tab under Privileges.
- 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.
- To assign node-type privileges to the role, select the Flow Editor Nodes tab under Privileges, then for each privilege, tick the appropriate checkbox.
- Click Save Changes.
Customising Roles and Privileges #
Roles and privileges can be customised within Contact to enable or limit functionality on a per-user basis.
To learn more please view the following video:
Definitions #
Roles Page #
- Name: The name of the role.
- Description: A brief description of the role.
- Type: The type of user role. 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
- Base Agent
- Voice
- Chat
- Microsoft Dynamics CRM
- Salesforce CRM
- 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.
- The role type determines the kind of users that the role may be assigned to. The following default role types are available:
- Privileges: The permission categories assigned to this role, which determine the capabilities and resources available to people logging in to the web interface using accounts with this role. These include the general privileges that are available to this role, the level of access to the different types of report that can be generated, and access to different node types used in Flow Editor.
General Tab #
Add/Amend BCC Recipients
Whether or not this role can both add and amend email addresses for Blind Carbon Copy (BCC) email recipients in the email reply. This can be set for agents and supervisors.
Add/Amend CC Recipients
Whether or not this role can both add and amend email addresses for Carbon Copy (CC) email recipients. This can be set for agents and supervisors.
Add/Amend TO Recipients
Whether or not this role can both add and amend “To:” email addresses for email recipients. This can be set for agents and supervisors.
Address Book
The level of access to the list of address book contacts. One of:
- None – This role cannot access the address book records
- View only – This role can access the address book records but cannot change any settings
- Modify – This role can access the address book records and can change settings.
Agent Configuration
The level of access to the configuration for agents. One of:
- None – This role cannot access the agents configuration
- View only – This role can access the agents configuration but cannot change any settings
- Modify – This role can access the agents configuration and can change settings.
Agent Groups
The level of access to the list of agent groups. One of:
- None – This role cannot access the list of agent groups
- View only – This role can access the list of agent groups but cannot change any settings
- Modify – This role can access the list of agent groups and can change settings.
Agent Queue Selection
Whether or not this role can select which queues to handle items for. This can be set for agents and supervisors.
Agent Scripts
The level of access to the list of agent scripts. One of:
- None – This role cannot access the list of agent scripts
- View only – This role can access the list of agent scripts but cannot change any settings
- Modify – This role can access the list of agent scripts and can change settings.
Apply automatic logout to the live data screen
Whether or not this role can apply automatic logout to the live data screen, so that users are logged out automatically if they have been inactive for a configurable length of time (no items received, no status changes, etc).
Area Code Groups
The level of access to the list of area-code groups. One of:
- None – This role cannot access the list of area-code groups
- View only – This role can access the list of area-code groups but cannot change any settings
- Modify – This role can access the list of area-code groups and can change settings.
Assign Emails
Whether or not this role can allocate or reallocate emails to another agent.
Assign Roles
Whether or not this role can assign roles to users.
Assign Webchats
Whether or not this role can allocate or reallocate chats to another agent.
Audio Files
The level of access to the list of audio files. One of:
- None – This role cannot access the list of audio files
- View only – This role can access the list of audio files but cannot change any settings
- Modify – This role can access the list of audio files and can change settings.
Blacklist Callback Number
Whether or not this role can act as an agent who can add a callback number to the callback blacklist.
Break Reasons
The level of access to the list of break reasons. One of:
- None – This role cannot access the list of break reasons
- View only – This role can access the list of break reasons but cannot change any settings
- Modify – This role can access the list of break reasons and can change settings.
Call Schedules
The level of access to the configuration of scheduled calls. One of:
- None – This role cannot access the scheduled calls configuration
- View only – This role can access the scheduled calls configuration but cannot change any settings
- Modify – This role can access the scheduled calls configuration and can change settings.
Call Slots
The level of access to the configuration of call slots. One of:
- None – This role cannot access the call slots configuration
- View only – This role can access the call slots configuration but cannot change any settings
- Modify – This role can access the call slots configuration and can change settings.
Campaigns
The level of access to the list of campaigns. One of:
- None – This role cannot access the list of campaigns
- View only – This role can access the list of campaigns but cannot change any settings
- Modify – This role can access the list of campaigns and can change settings.
Can assign SMS origination addresses
The level of access to the list of outbound SMS addresses. One of:
- None – This role cannot access the list of outbound SMS addresses
- View only – This role can access the list of outbound SMS addresses but cannot change any settings
- Modify – This role can access the list of outbound SMS addresses and can change settings.
Channel Assets
The level of access to the configuration of channel assets (email text blocks, file attachments, templates and agent scripts). One of:
- None – This role cannot access the channel assets configuration
- View only – This role can access the channel assets configuration but cannot change any settings
- Modify – This role can access the channel assets configuration and can change settings.
Classifications
The level of access to the list of classifications. One of:
- None – This role cannot access the list of classifications
- View only – This role can access the list of classifications but cannot change any settings
- Modify – This role can access the list of classifications and can change settings.
Contact widget in Microsoft Dynamics CRM
Whether or not this role can use the Contact application within the Microsoft Dynamics platform.
Contact widget in Salesforce CRM
Whether or not this role can use the Contact application within the Salesforce platform.
Contact widget in Zendesk CRM
Whether or not this role can use the Contact application within the Zendesk platform.
CRM
The level of access to the internal CRM. One of:
- None – This role cannot access the CRM configuration
- Modify – This role can access the CRM configuration and can change settings.
- Modify and delete – This role can access the CRM configuration and can change or delete settings.
CRM Configuration
The level of access to the configuration for the internal CRM. One of:
- None – This role cannot access the CRM configuration
- View only – This role can access the CRM configuration but cannot change any settings
- Modify – This role can access the CRM configuration and can change settings.
Dynamic Email Attachments
Whether or not this role can attach ad-hoc files from their own PC to emails. This applies to both response emails received from a queue and outbound emails that are sent ad-hoc.
Email Editor Options
The level of access to the configuration of email editor options. One of:
- None – This role cannot access the email editor configuration
- View only – This role can access the email editor configuration but cannot change any settings
- Modify – This role can access the email editor configuration and can change settings.
Email Headers
Whether or not this role can modify the headers of an email response.
Email Queue Configuration
The level of access to the configuration of email queues. One of:
- None – This role cannot access the email queues configuration
- View only – This role can access the email queues configuration but cannot change any settings
- Modify – This role can access the email queues configuration and can change settings.
Email Server Configuration
The level of access to the configuration of email servers. One of:
- None – This role cannot access the email servers configuration
- View only – This role can access the email servers configuration but cannot change any settings
- Modify – This role can access the email servers configuration and can change settings.
Emails must be reviewed
Whether or not this role must first have email responses approved by a supervisor before they are sent out.
EMIS Configuration
The level of access to the configuration of the system-level credentials that are used by the company to connect its users to EMIS. One of:
- None – This role cannot access the EMIS configuration details
- View only – This role can access the EMIS configuration details but cannot change any settings
- Modify – This role can access the EMIS configuration details and can change settings
EMIS Integration App
Whether or not this role can use the EMIS Integration App.
External Destinations
The level of access to the list of external destinations. One of:
- None – This role cannot access the list of external destinations
- View only – This role can access the list of external destinations but cannot change any settings
- Modify – This role can access the list of external destinations and can change settings.
File Upload
Whether or not this role can upload files for attachments.
Handle Emails
Whether or not this role can act as a Contact user who handles emails.
Handle Inbound Calls
Whether or not this role can act as a Contact agent who handles incoming calls to the system.
Handle Outbound Calls
Whether or not this role can act as a Contact agent who performs outbound dialling.
Handle Outbound Emails
Whether or not this role can act as a Contact agent who sends outbound emails.
Handle Outbound SMS
Whether or not this role can act as a Contact agent who sends outbound SMS messages.
Handle Webchats
Whether or not this role can act as a Contact agent who handles webchats.
Handle Work Items
Whether or not this role can act as a Contact agent who handles work items.
Hide Agent Portal Performance Data
Whether or not personal performance statistics for this role are hidden in the Agent Portal web interface. These include agent and queue statistics and the My Activity Today page.
If this is ticked (enabled), the following statistics are hidden:
- All summary statistics, KPIs and status information in the user’s Agent Portal interface
- The Current Status Length for all agents, in the user’s Agent Portal interface
- The View Your Activity Today link on the Home page of the Agent Portal.
Historic Agent Statistics
Whether or not this role can view KPI statistics for agents.
Holiday Lists
The level of access to the holiday lists. One of:
- None – This role cannot access the holiday lists
- View only – This role can access the holiday lists but cannot change any settings
- Modify – This role can access the holiday lists and can change settings.
Number Lists
The level of access to the number lists. One of:
- None – This role cannot access the number lists
- View only – This role can access the number lists but cannot change any settings
- Modify – This role can access the number lists and can change settings.
Offline Reporting Channels
The level of access for selecting offline reporting channels. One of:
- None – This role cannot access the offline reporting channels
- View only – This role can view the offline reporting channels but cannot change any settings
- Modify – This role can access the offline reporting channels and can change settings.
Other Agents Inboxes
The level of access to the inboxes of other agents. One of:
- None – This role cannot view the inboxes of other agents
- View only – This role can view the inboxes of other agents but cannot make any changes.
Note: This setting applies, regardless of the privileges set on this user account for handling items (Handle Emails, Handle Inbound Calls, Handle Outbound Calls, Handle Webchats and Handle Work Items). This means that a supervisor can view all of the contents of other agents’ inboxes regardless of whether or not they themselves can handle items.
Other Agents Status: All
Whether or not this role can see the status of all other agents.
Other Agents Status: Same Group
Whether or not this role can see the status of other agents in their group(s).
Other Agents Status: Same Queue
Whether or not this role can see the status of other agents in their queue(s).
Override default automatic logout timeout
The length of time for which a user can be inactive before they are automatically logged out.
Override default automatic logout warning period
The length of time for which a warning is displayed before the user is automatically logged out.
Per-Agent Contact Methods
Whether or not this role can set contact methods on a per-agent basis.
Note: If this checkbox is not ticked, the contact method is set at the group level.
Permission to cancel recording
Whether or not this role can cancel call recordings.
Permission to pause recording
Whether or not this role can pause (and resume) call recordings.
Permission to stop recording
Whether or not this role can stop call recordings.
Play Books
The level of access to the list of play books. One of:
- None – This role cannot access the list of play books
- View only – This role can access the list of play books but cannot change any settings
- Modify – This role can access the list of play books and can change settings.
Profiles
The level of access to the list of profiles. One of:
- None – This role cannot access the list of profiles
- View only – This role can access the list of profiles but cannot change any settings
- Modify – This role can access the list of profiles and can change settings.
Progress of Active Campaigns
Whether or not this role can view details for active campaigns.
Queue Call Details
Whether or not this role can act as a Contact agent who can see the details of queued calls.
Queue Call Pickup
Whether or not this role can act as a Contact agent who can pick up queued calls.
Queues
The level of access to the list of queues. One of:
- None – This role cannot access the list of queues
- View only – This role can access the list of queues but cannot change any settings
- Modify – This role can access the list of queues and can change settings.
Recording Destinations
The level of access to the configuration for recording destinations. One of:
- None – This role cannot access the recording destinations
- View only – This role can access the configuration for recording destinations but cannot change any settings
- Modify – This role can access the configuration for recording destinations and can change settings.
Reports
The level of access to reports. One of:
- None – This role cannot access reports
- View only – This role can access reports but cannot change and save any settings or delete reports
- Modify – This role can access reports and can generate reports.
Reports Can Be Created
Whether or not this role can create reports.
Note: If this is ticked (enabled), but the Reports privilege is set to View only, this role can generate a report (by loading an existing one) but cannot save any modified parameters or delete the report.
Reschedule Failed Callback
Whether or not this role can act as a Contact agent who can reschedule unsuccessful callbacks.
Review Emails
Whether or not this role can review email responses.
A company supervisor who is assigned this privilege can see any emails that agents have submitted to them for review in their Awaiting Review list and review agents’ email responses before they are sent out to customers.
An agent who is assigned this privilege can see any emails that they have submitted for review in their Awaiting Review list and although they cannot change the response text for these emails, they can edit the notes for them.
Roles
The level of access to the list of roles. One of:
- None – This role cannot access the list of roles
- View only – This role can access the list of roles but cannot change any settings
- Modify – This role can access the list of roles and can change settings.
Routing Flows
The level of access to the list of routing flows. One of:
- None – This role cannot access the list of routing flows
- View only – This role can access the list of routing flows but cannot change any settings
- Modify – This role can access the list of routing flows and can change user-configurable parameters that have been defined by the creator of the routing flow.
Safe-Pay Configuration
The level of access to the configuration of Pay by Link settings. One of:
- None – This role cannot access the Pay by Link configuration
- View only – This role can access the Pay by Link configuration but cannot change any settings
- Modify – This role can access the Pay by Link configuration and can change settings.
Safe-Pay: Make Outgoing Payments
Whether or not this role can send or refund payments using the Pay by Link feature.
Safe-Pay: Receive Payments
Whether or not this role can receive payments using the Pay by Link feature.
Schedule Callback
Whether or not this role can act as a Contact agent who can create a new callback to a caller.
Service Numbers
The level of access to the list of service numbers. One of:
- None – This role cannot access the list of service numbers
- View only – This role can access the list of service numbers but cannot allocate them
- Modify – This role can access the list of service numbers and can change settings
- Can allocate – This role can access the list of service numbers and can allocate them.
Set Per-Channel Availability
Whether or not this role can choose to make themselves available only in a subset of the channels to which they are assigned, for example, email only.
Note: To allow an agent to set their channel availability, you also need to enable multi-channel privileges for the agent, for example, both the Handle Emails and the Handle Inbound Calls privileges need to be set for them.
SFTP Destinations
The level of access to the list of SFTP destinations. One of:
- None – This role cannot access the list of SFTP destinations
- View only – This role can access the list of SFTP destinations but cannot allocate them
- Modify – This role can access the list of SFTP destinations and can change settings.
SMS Queue Configuration
The level of access to the configuration of SMS queues. One of:
- None – This role cannot access the SMS queues configuration
- View only – This role can access the SMS queues configuration but cannot change any settings
- Modify – This role can access the SMS queues configuration and can change settings.
Supervisor Agent Control
Whether or not this role can set agents’ statuses.
Supervisor Call Control
Whether or not this role can monitor or interrupt agents’ calls, or overflow queued calls to another agent group.
Supervisor Email Control
Whether or not this role can monitor or interrupt emails that are in queues.
Supervisor Observe Privately
Whether or not this role can listen in on agents’ calls without the agents being notified.
Supervisor Portal
The level of access to the Supervisor Portal. One of:
- None – This role cannot access the Supervisor Portal (cannot see any information on agents or queues)
- Agents Identified – This role can access the Supervisor Portal, and can see what the agents who they supervise are doing and their names
- Agents Anonymous – This role can access the Supervisor Portal but can only see information that has been anonymised (they can see what agents are doing but they cannot see their names)
- Queues Only – This role can access the Supervisor Portal, but can only see queue information.
Surveys
The level of access to the list of surveys. One of:
- None – This role cannot access the list of surveys
- View only – This role can access the list of surveys but cannot change any settings
- Modify – This role can access the list of surveys and can change settings.
System Configuration
The level of access to the system configuration options. One of:
- None – This role cannot access the system configuration options
- View only – This role can access the system configuration options but cannot change any settings
- Modify – This role can access the system configuration options and can change settings.
System Email Server Configuration
The level of access to the configuration of system email servers. One of:
- None – This role cannot access the configuration of system email servers
- View only – This role can access the configuration of system email servers but cannot specify which email servers are used to deliver system emails
- Modify – This role can access the configuration of system email servers and can specify which email servers are used to deliver system emails.
Themes
The level of access to the list of themes. One of:
- None – This role cannot access the list of themes
- View only – This role can access the list of themes but cannot change any settings
- Modify – This role can access the list of themes and can change settings.
Time Ranges
The level of access to the list of time ranges. One of:
- None – This role cannot access the list of time ranges
- View only – This role can access the list of time ranges but cannot change any settings
- Modify – This role can access the list of time ranges and can change settings.
TPP (SystmOne) Integration App
Whether or not this role can use the TPP (SystmOne) Integration App.
User Logout Control
Whether or not this role can log out other users.
Users
The level of access to the list of users. One of:
- None – This role cannot access the list of users
- View only – This role can access the list of users but cannot change any settings
- Modify – This role can access the list of users and can change settings.
Voicemail Numbers
The level of access to the list of voicemail numbers. One of:
- None – This role cannot access the list of voicemail numbers
- View only – This role can access the list of voicemail numbers but cannot configure settings
- Modify – This role can access the list of voicemail numbers and can change settings.
Wallboards
Whether or not this role can view wallboards that display key performance statistics and the level of access. One of:
- None – This role cannot access the wallboards
- View only – This role can access the wallboards but cannot change any settings
- Modify – This role can access the wallboards and can change settings.
Webchat Configuration
The level of access to the configuration of webchat settings. One of:
- None – This role cannot access the webchat configuration
- View only – This role can access the webchat configuration but cannot change any settings
- Modify – This role can access the webchat configuration and can change settings.
Reports Tab #
Reports
The level of access to reports. One of:
- None – This role cannot access reports
- View only – This role can access reports but cannot change any settings
- Modify – This role can access reports and can generate reports.
Call Data Reports
The call data reports that can be accessed. Reports can be viewed or generated for the following:
- Agents
- Call classifications
- Call flows
- Call transfers
- Callers
- Calls
- External destinations
- IVR
- Queues
- Scheduled calls
- Service numbers
- Unreturned missed calls
- Voicemail
Status Data Reports
The status data reports that can be accessed. Reports can be viewed or generated for the following:
- Break reasons
- Working hours
Diagnostic Reports
The diagnostic reports that can be accessed. Reports can be viewed or generated for the following:
- Activity audits
- Call events
- Status changes
CRM Reports
The CRM reports that can be accessed. Reports can be viewed or generated for the following:
- CRM contacts
Email Data Reports
The email data reports that can be accessed. Reports can be viewed or generated for the following:
- Email agents
- Email flows
- Email queues
- Email classifications
- Inbound email
- Outbound-email agents
- Outbound-email recipients
- Outbound-email templates
Webchat Data Reports
The webchat data reports that can be accessed. Reports can be viewed or generated for the following:
- Webchat agents
- Webchat flows
- Webchat queues
Work-Item Data Reports
The work-item data reports that can be accessed. Reports can be viewed or generated for the following:
- Work-item agents
- Work-item queues
Outbound-SMS Data Reports
The outbound-SMS data reports that can be accessed. Reports can be viewed or generated for the following:
- Outbound-SMS agents
- Outbound-SMS recipients
- Outbound-SMS templates
Flow Editor Nodes Tab #
The following node types are accessible in Flow Editor:
| Privilege | Accessible node types |
| Agent Display | Display In Agent Portal |
| Agent Status | Set Agent Status |
| Audio Nodes | Play Announcement |
| Basic Nodes | Answer Call Change Variable Type Check Option Compare Float Compare Integer Compare String End Call Inbound Call Set Variable String Builder |
| Branch On Area Code | Branch On Area Code |
| Branch On Number List | Branch On Number List |
| Branch On Time Range | Branch On Time Range |
| Callback Slot | Callback Slot |
| Chat Nodes | Branch On Chat Chat Arrived Queue Chat Send Chat Message Wait For Chat Message End Chat |
| Check Call Type | Check Call Type |
| Check Time | Check Time |
| Command Line | Command Line |
| Company Configuration | Branch On Company Variable Set Company Variable |
| Core Contact Nodes | Connected To Agent Join Queue Queue Status |
| Email Nodes | Branch On Email Email Arrived Queue Email |
| External Destination Nodes | Create External Number Route To External Destination Route To External Number |
| Fax Nodes | Fax Detection |
| HTTP Nodes | Simple JSON REST Query Prepare REST Request |
| IVR Nodes | DTMF Menu DTMF String |
| Outbound Call Nodes | Dial Contact |
| Outdial Nodes | Connect Outdial Outdial Outdial Failed Outdial Request |
| Percentage Routing | Percentage Routing |
| Recording | Record Call |
| Service Number To External Number | Create External Number |
| Speech IVR Nodes | Answer Call End Call Speech DTMF Menu |
| Speech Recognition | Speech Recognition Menu |
| Speech Synthesis | Speech Synth Sentence |
| Survey Nodes | Survey |
| Templated Response | Templated Response |
| VIP Query | VIP REST Query |
| Voice Mailbox | Voice Mailbox |
| Work Items | Work Item Arrived Branch On Work Item Queue Work Item Reject Work Item |