Privileges summary

The pages and operations available in Contact depend on the privilege settings of the user role. This page summarizes the privileges that are required to perform specific operations.

Staff Management

Staff management operation	Menu selection	Privilege required
Reset passwords for user accounts	Staff > Users > Set Password	Users: Modify
Configure contact methods for user accounts	Staff > Users > Agent Contact	Per-Agent Contact Methods
Configure recording for user accounts	Staff > Users > Recording	Users: Modify
Configure queue-item capability for user accounts	Staff > Users > Capabilities	Users: Modify
Import user details for user accounts	Staff > Users > Import	Users: Modify
Configure (add/edit/delete/copy) user groups	Staff > Groups	Agent Groups: Modify
Configure contact methods for user groups	Staff > Groups > Agent Contact	Agent Groups: Modify
Configure (add/edit/delete/copy) roles and associate privileges with roles	Staff > Roles	Roles: Modify
Assign roles to user logins	Staff > Users	Users: Modify and Assign Roles
Assign assign privileges to user roles	Staff > Roles	Roles: Modify
Configure (add/edit/delete) user profiles	Staff > Profiles	Profiles: Modify
Assign profiles to user logins	Staff > Users	Users: Modify
Manage (add/edit/delete/copy) break reasons	Staff > Break Reasons	Break reasons: Modify
Manage (add/edit/delete/copy) holiday lists	Staff > Holiday Lists	Holiday lists: Modify
Manage (add/edit/delete/copy) time ranges or legacy time ranges	Staff > Time Ranges/Legacy Time Ranges	Time ranges: Modify
Manage (add/edit/delete/copy) external destinations	Staff > External Destinations	External destinations: Modify

Calls Management (Administrator)

Calls management operation	Menu selection	Privilege required
Configure (add/edit/delete/copy/import/export) call flows	Call Handling > Call Flows	Routing flows: Modify
Define call flows	Call Handling > Call Flows, then open Flow Editor	Routing Flows: Modify and access to Flow Editor
Change user-configurable parameters for call flows	Call Handling > Service Numbers	Either Service numbers: Modify or Routing Flows: Modify
Assign call flows to allocated service numbers and schedule call-flow switchover	Call Handling > Service Numbers	Service numbers: Can allocate
Manage (add/edit/delete) voicemail numbers	Call Handling > Voicemail Numbers	Voicemail numbers: Modify
Manage (add/edit/delete) outdial campaigns	Call Handling > Campaigns	Campaigns: Modify
View campaign progress	Call Handling > Campaign Progress	Progress of Active Campaigns
Manage (add/edit/delete/copy) call queues	Call Handling > Queues	Queues: Modify
Assign agent groups to a call queue	Call Handling > Queues > Groups	Queues: Modify
Configure agent outbound/transfer dialling	Call Handling > Queues > Outbound/Transfer	Queues: Modify
Define in-queue audio	Call Handling > Queues > Audio	Queues: Modify
Configure call recording for queues	Call Handling > Queues > Queue Recording	Queues: Modify
Configure call recording for agents	Call Handling > Queues > Agent Recording	Queues: Modify
Define when in-queue announcements are played	Call Handling > Queues > Announcements	Queues: Modify
Define call-queue KPIs	Call Handling > Queues > KPIs	Queues: Modify
Define advanced parameters for call queues	Call Handling > Queues > Advanced	Queues: Modify
Configure callbacks	Call Handling > Queues > Callbacks	Queues: Modify
Manage (add/edit/delete/copy) play books	Call Handling > Play Books	Play books: Modify
Manage (add/modify/delete/upload/download) audio files	Call Handling > Audio Files	Audio files: Modify
Manage (add/edit/delete/copy/import/export) area-code groups	Call Handling > Area Codes	Area-code groups: Modify
Manage (add/edit/delete/copy/import) number lists	Call Handling > Number Lists	Number lists: Modify
Manage (add/edit/delete) global variables	Call Handling > Global Variables	Routing Flows: Modify
Manage (add/edit/delete) surveys	Call Handling > Surveys	Surveys: Modify
Manage (add/edit/delete) call slots	Call Handling > Call Slots	Call Slots: Modify

Webchat Management (Administrator)

Webchat management operation	Menu selection	Privilege required
Manage (add/edit/delete/copy) webchat services	Webchat > Webchat Services	Webchat Configuration: Modify
Manage (add/edit/delete/copy/import/export) webchat flows	Webchat > Webchat Flows	Webchat Configuration: Modify
Define webchat flows	Webchat > Webchat Flows, then open Flow Editor	Routing Flows: Modify and access to Flow Editor
Change user-configurable parameters for webchat flows	Webchat > Webchat Services	Routing Flows: Modify
Manage (add/edit/delete/copy) webchat queues	Webchat > Webchat Queues	Webchat Configuration: Modify
Assign agent assets to a webchat queue	Webchat > Webchat Queues > Agent Assets	Webchat Configuration: Modify
Define webchat-queue KPIs	Webchat > Webchat Queues > KPIs	Webchat Configuration: Modify
Define advanced parameters for webchat queues	Webchat > Webchat Queues > Advanced	Webchat Configuration: Modify
Define when in-queue announcements are played	Webchat > Webchat Queues > Announcements	Webchat Configuration: Modify

Email Management (Administrator)

Email management operation	Menu selection	Privilege required
Manage (add/edit/delete/copy) email servers	Email > Email Servers	Email Server Configuration: Modify
Specify which email server is used to deliver outbound templated emails	Email > Email Servers	Email Server Attributes Configuration: Modify
Manage (add/edit/delete/copy/import/export) email flows	Email > Email Flows	Routing Flows: Modify
Define email flows	Email > Email Flows, then open Flow Editor	Routing Flows: Modify and access to Flow Editor
Change user-configurable parameters for email flows	Email > Email Servers	Routing Flows: Modify
Manage (add/edit/delete/copy) email queues	Email > Email Queues	Email Queue Configuration: Modify
Assign agent assets to an email queue	Email > Email Queues > Agent Assets	Email Queue Configuration: Modify
Define email-queue KPIs	Email > Email Queues > KPIs	Email Queue Configuration: Modify
Define advanced parameters for email queues, including email timers	Email > Email Queues > Advanced	Email Queue Configuration: Modify

SMS Management (Administrator)

SMS management operation	Menu selection	Privilege required
Manage (add/edit/delete) SMS server connections	SMS > SMS Server Configuration	SMS Server Configuration: Modify
Manage (add/delete) SMS origination addresses	SMS > SMS From Addresses	Can assign SMS origination addresses
Manage (add/edit/delete/copy) SMS queues	SMS > SMS Queues	SMS Queue Configuration: Modify

Safe-Pay Management (Administrator)

Safe-Pay Management Operation	Menu selection	Privilege required
Manage (add/edit/delete) merchant settings	Payments > Merchant Configuration	Safe-Pay Configuration: Modify
Manage (add/edit/delete) Payment Service Provider (PSP) settings	Payments > PSP Configuration	Safe-Pay Configuration: Modify
Manage (add/edit/delete/copy) payment queues	Payments > Payment Queues	Safe-Pay Configuration: Modify

Agent Assets Management (Administrator)

Agent assets management operation	Menu selection	Privilege required
Manage (add/edit/delete/copy) text blocks	Agent Assets > Text Blocks	Channel Assets: Modify
Manage (add/edit/delete/copy/download) attachments	Agent Assets > Attachments	Channel Assets: Modify
Manage (add/edit/delete) agent script sections	Agent Assets > Agent Script Sections	Agent Scripts: Modify
Manage (add/edit/delete) agent scripts	Agent Assets > Agent Scripts	Agent Scripts: Modify

Data Management (Administrator)

Data management operation	Menu selection	Privilege required
Manage (add/edit/delete/copy) classifications	Data > Classifications	Classifications: Modify
Manage (add/edit/delete/copy/customise) wallboards	Data > Wallboards	Wallboards: Modify
Manage (load/create/save/delete/export) reports	Data > Reports	Reports: Modify
Generate reports	Data > Reports	Reports Can Be CreatedNote: 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.
Schedule report generation	Data > Reports Configuration	Reports: Modify
Manage (load/create/export) contact reports	Data > Contact Reports	Reports: Modify
View live (call/email/webchat) queues	Data > Live Data	Supervisor Portal:Queues Only
View live agents	Data > Live Data	Supervisor Portal:Agents Identified or Supervisor Portal:Agents Anonymous
Change the status of an agent	Data > Live Data	Supervisor Agent Control and Agent Queue Selection
Change the channel availability of an agent	Data > Live Data	Supervisor Agent Control
Change the call queue availability of an agent	Data > Live Data	Supervisor Agent Control and Agent Queue Selection

Customer-related tasks (Administrator)

Customer operation	Menu selection	Privilege required
View customer contact records	Customers > CRM	CRM: Modify or CRM: Modify and delete
Create or modify customer contact details	Customers > CRM	CRM: Modify
Delete call recordings and chat messages that have been attached to a customer’s contact record.	Customers > CRM	CRM: Modify and delete
Import customer contact details	Customers > CRM > Import	CRM: Modify and delete
Configure CRM fields	Customers > CRM Configuration	CRM Configuration: Modify

System Management (Administrator)

System management operation	Menu selection	Privilege required
Configure an SFTP destination	System > SFTP Destinations	SFTP Destinations: Modify
Manage offline reporting destinations	System > Reporting Destinations	Offline Reporting Destinations: Modify
Manage offline reporting	System > Offline Reporting	Offline Reporting Channels: ModifyNote: This privilege allows a company to use offline reporting and to specify which events are sent to which offline reporting destination. To allow a company to use offline reporting but not manage any settings, only the Offline Reporting Channels: View only privilege is required.
Manage system themes and display/hide online help	System > Themes	Themes: Modify
Manage media files	System > Media Files	Themes: Modify
Configure agents’ unavailabilityConfigure what agents can view on their web portal	System > Agent Configuration	Agent Configuration: Modify
Configure email editor options	System > Email Editor Options	Email Editor Options: Modify
Configure system assets	System > Assets Configuration	System Configuration: Modify
Configure system channels	System > Channel Configuration	System Configuration: Modify
Configure organisation settings for EMIS	System > Organisation Configuration	EMIS Configuration: Modify

Agent/Supervisor

Item handling operation	Privilege required
Add and amend email addresses for Blind Carbon Copy (BCC) email recipients in the email reply	Add/Amend BCC Recipients enabled
Add and amend email addresses for Carbon Copy (CC) email recipients	Add/Amend CC Recipients enabled
Add and amend “To:” email addresses for email recipients	Add/Amend TO Recipients enabled
Select which queues to handle items for	Agent Queue Selection enabled
Apply automatic logout, so that users are logged out automatically if they have been inactive for a configurable length of time	Apply automatic logout to the live data screen enabled
Allocate or reallocate chats to another agent	Assign Chats enabled
Allocate or reallocate emails to another agent	Assign Emails enabled
Add a callback number to the callback blacklist	Blacklist Callback Number enabled
Use the Contact application within the Microsoft Dynamics platform	Contact widget in Microsoft Dynamics CRM enabled
Use the Contact application within the Salesforce platform	Contact widget in Salesforce CRM enabled
Use the Contact application within the Zendesk platform	Contact widget in Zendesk CRM enabled
Attach ad-hoc files to emails	Dynamic Email Attachments enabledNote: This applies to both response emails received from a queue and outbound emails that are sent ad-hoc.
Modify headers of an email response	Email Headers enabled
Email responses must be approved by supervisor before they are sent out	Emails must be reviewed enabled
Use the EMIS Integration App	EMIS Integration App enabled
Upload files for attachments	File Upload enabled
Handle webchats	Handle Webchats enabled
Handle emails	Handle Emails enabled
Handle incoming calls	Handle Inbound Calls enabled
Perform outbound dialling	Handle Outbound Calls enabled
Send outbound emails	Handle Outbound Emails enabled
Send outbound SMS messages	Handle Outbound SMS enabled
Take payments from customers	Safe-Pay: Receive Payments enabled
Make outgoing payments to customers	Safe-Pay: Make Outgoing Payments enabled
Act as a supervisor who can view KPI statistics for agents	Historic Agent Statistics enabled
View inboxes of other agents but cannot make any changes	Other Agents Inboxes: View OnlyNote: This setting applies, regardless of the privileges set on this user account for handling items (Handle Chats, Handle Emails, Handle Inbound Calls, Handle Outbound Calls 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.
See the status of all other agents	Other Agents Status: All enabled
See the status of other agents in the same group(s)	Other Agents Status: Same Group enabled
See the status of other agents who are assigned to the same queue(s)	Other Agents Status: Same Queue enabled
The length of time for which a user can be inactive before they are automatically logged out	Override default automatic logout timeout value set
The length of time for which a warning is displayed before the user is automatically logged out	Override default automatic logout warning period value set
Set contact methods on a per-agent basis	Per-Agent Contact Methods enabledNote: If this checkbox is not ticked, the contact method is set at the group level.
View details for active campaigns	Progress of Active Campaigns enabled
Act as an agent who can see the details of queued calls	Queue Call Details enabled
Act as an agent who can pick up queued calls	Queue Call Pickup enabled
Act as an agent who can reschedule unsuccessful callbacks	Reschedule Failed Callback enabled
Can review email responses	Review Emails enabled: 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.
Act as an agent who can create a new callback to a caller	Schedule Callback enabled
Act as an agent who can make themselves available only in a subset of the channels to which they are assigned, for example, email only.	Set Per-Channel Availability enabled
Act as a supervisor who can set agents’ statuses	Supervisor Agent Control enabled and Agent Queue Selection enabled
Act as a supervisor who can change the channel availability of an agent	Supervisor Agent Control enabled
Act as a supervisor who can change/reset the queue availability of an agent or all agents	Supervisor Agent Control enabled and Agent Queue Selection enabled
Act as a supervisor who can listen in on or interrupt agents’ calls, or overflow queued calls to another agent group	Supervisor Call Control enabled
Act as a supervisor who can monitor or interrupt emails that are in queues, or transfer emails to a different email queue	Supervisor Email Control enabled
Act as a supervisor who can listen in on agents’ calls without the agents being notified	Supervisor Observe Privately enabled
Can access the Microsoft Teams presence information.Presence is part of a user’s profile in Microsoft Teams. Presence indicates a user’s current availability and status to other users. By default, anyone in the organization using Teams can see (in nearly real time) if other users are available online.	Teams presence enabled
Can log out other users	User Logout Control enabled
Act as a supervisor who can view the service level/KPIs of channel queues	Supervisor Portal: Queues Only enabled
Act as a supervisor who can view wallboards	Wallboards: View only
Act as a supervisor who can view reports	Reports: View only
Act as a supervisor who can view alerts	To view agent alerts: either Supervisor Portal: Agents Identified or Supervisor Portal: Agents AnonymousTo view queue alerts: Supervisor Portal: Queues Only
Act as a supervisor who can record agents’ calls	Either Supervisor Portal: Agents Identified or Supervisor Portal: Agents Anonymous

Third-party CRM integration (Agent)

CRM Usage	Privilege required
Act as an agent who can use the Contact application within the MS Dynamics platform	Contact widget in MS Dynamics CRM
Act as an agent who can use the Contact application within the Salesforce platform	Contact widget in Salesforce CRM
Act as an agent who can use the Contact application within the Zendesk platform	Contact widget in Zendesk CRM