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 |