Roles, privileges and profiles

In this section of the Knowledge Base we will focus on Roles, Privileges and Profiles.
User management is done through the Horizon Portal (API). Users are provisioned to Contact with access based on their chosen subscriptions. When creating or editing a user via the API, they are assigned specific role types.

Roles #

The type of user represented by a particular user account is defined by the Roles that are assigned to that account, where each role defines a particular set of capabilities. Each user login can be assigned one or more roles, which can be defined flexibly, but cover at least administrator, supervisor and agent roles. For example, an agent could cover multiple channels and also be a supervisor. Default roles are provided, which cannot be edited (read-only), but which can be copied and used as the basis for creating a new role.

Within each role there are individual rights (Privileges) that determine the permissions or restrictions provided to that role – what that user role can do, for example, can access statistics, can record calls, can handle webchats. In general, the privilege levels are: None, View only and Modify. There are also settings that simply enable or disable certain privileges, such as “Handle Emails”, “Handle Outbound Calls” and “File Upload”.

Administrators can create different versions of existing 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.

Note: Only administrators can create and assign roles to user logins. Each role can be assigned to multiple user logins.

Note: Only administrators can configure roles and associate privileges with roles.

When an administrator creates a new role (either from scratch or by copying one of the default roles), they must assign a Role Type to it. 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

The role type restricts the privileges that may be included in the role and the values that those privileges can take. 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: With the exception of the Administrator role type, which is provided free-of-charge with Contact, all of the listed role types are licensable. The Wallboard role type is provided with ten licences that are free-of-charge. If more licences are required, they are chargeable.

An individual organisation can select multiple subscriptions (licences) in Horizon and take on one or more of the role types. This means that, depending on the licences held, a company administrator could configure an agent to have specific administrator privileges, as well as the base agent functionality. So, for example, an agent could be allowed to generate reports, if required (and licensed).

Note: Once the role type is saved, it cannot be changed. A copied role will inherit the role type of the source role.

The following table summarises the different role types:

Role Type	Login Portal	What can they do?
Company Administrator	Administrator Portal	Set up Contact for a company, but not view any live data or statistics. Specifically, they can manage: – Staff – User roles, agent groups, break reasons, holiday lists, time ranges and external destinations – Calls – Call flows, call queues, call slots, campaigns, play books, audio files, area codes, number lists, global variables and surveys. They can also manage service numbers (but cannot change the list of service numbers that are assigned to companies). – Chat – Chat services, chat flows and chat queues – Email – Email servers, email flows and email queues – SMS – SMS origination addresses – Agent Assets – Text blocks, attachments and agent scripts – Wallboards (view and edit) – Reports – Customer – CRM and CRM configuration – System – SFTP destinations, themes, media files, agent configuration, email editor options, assets configuration, channel configuration and organisation configuration.
Supervisor	Supverisor Portal	View all monitoring data that is used to manage Contact. Specifically: – Live data for agents, queues and groups – Wallboards – Reports – Customer data. – Manage channel-handling – change agents in queues, assign emails to agents, etc.
Wallboard	Agent Portal	View wallboards that monitor data statistics for Contact.
Base Agent	Agent Portal	Access to the CRM database, which stores contact records containing customer details and contact histories.
Agent Voice	Agent Portal	Handle calls only for call queues shown.
Agent Chat	Agent Portal	Handle webchats only for chat queues shown.
Agent Email	Agent Portal	Handle emails only for email queues shown.
Agent SMS	Agent Portal	Send out SMS messages.
Agent Microsoft Dynamics CRM	Embedded dialler	Use the Contact application within the Microsoft Dynamics platform.
Agent Salesforce CRM	Embedded dialler	Use the Contact application within the Salesforce platform.
Agent Zendesk CRM	Embedded dialler	Use the Contact application within the Zendesk platform.
EMIS Integration	Third-party Windows application	Use the Care Connect EMIS Integration application.
Safe-Pay	Agent Portal	Use the Safe-Pay feature.

On the Horizon Portal, the following roles, based on the role types listed above, may be viewable, depending on licence subscriptions:

The remaining role types (Chat, Microsoft Dynamics CRM, Salesforce CRM, and Zendesk CRM) are licensable role types that can be bolted onto an Agent or a Supervisor role type.

Profiles #

At the company level, each user login can also be associated with Profiles that determine which subsets of a company’s data a user can see (queues, call flows, wallboards, etc.).

Note: Profiles may cover all of the company’s data, or a subset, and may overlap.

Each subset lists the items available in that subset. A company administrator can select which specific items within each subset the user can see.

Profiles might be used for example to group together all the staff, queues, service numbers, etc. that are used by one particular department or call centre for the purposes of restricting administration to that group only.

Note: Profiles apply to company-level user accounts only. Where inconsistencies arise when referenced objects are not in a user’s profile (for example, where a call flow that is part of a user’s profile references an audio file that is not), warnings that profile inconsistencies are present along with the information to easily identify and address them are displayed to the user.

Note: Only company administrators with the Users: Modify privilege can assign profiles to user logins. Each profile can be assigned to multiple user logins. Only administrators with the Profiles:Modify privilege can configure profiles.