ACL Definition and Benefits
Empowering Granular Control: Introducing the Access Control List (ACL) Feature
In our ongoing commitment to providing a more comprehensive and customizable call center software solution, we have developed the Access Control List (ACL) feature. This enhancement replaces our existing role structure, granting the organization unprecedented control over user permissions and access privileges.
Introducing Profile-Based Access Management
Our previous role-based structure assigned users to predefined roles, such as agent, supervisor, reporter, quality controller, or admin. Once assigned, these roles granted users access to the full scope of their respective functions and permissions. For instance, once given a reporting and supervisor role, a user would have access to all the reports, supervisor boards, change agents' statuses, etc. However, some use cases required a set of supervisors not to see certain boards or limit the actions they can take on agents. While role-based access control had its own advantages and simplicity, it lacked the flexibility to tailor permissions to specific needs and responsibilities.
The ACL feature addresses this limitation by introducing a profile-based access management system. This new approach allows organizations to create customized profiles that define the precise functions and permissions each user can access. Regarding the previous case of supervisor permissions, the organization may create two profiles that have different set of permissions for these functions. One profile may give access to these boards and grant all the actions that can be taken on the agents, whilst the other may limit some of these. Thus, each of the profiles would serve as a basis for the users that require their specific set of permissions.
This granular control empowers them to align user access with their specific roles and responsibilities, ensuring that they have the necessary capabilities to perform their tasks effectively while safeguarding sensitive data.
Transforming User Management
The ACL feature revolutionizes user management, providing organizations with the tools to:
Create tailored profiles that reflect the specific needs and responsibilities of each user.
Grant granular permissions within each profile, allowing users to access only the functions they need to perform their tasks.
Revoke permissions as needed to maintain control over sensitive data and functionalities.
User Guide
Unleashing the Power of Granular Control
With the ACL feature, organizations can confidently empower their users with the access they need to succeed while safeguarding the organization's data. With the ACL, organizations can set granular permissions for functions. This means that instead of a one-size-fits-all approach, users can be granted access only to the functions necessary for their role.
The granular control provided by ACL simplifies the user experience. Users can focus on their specific tasks without navigating through features that are not required for their profiles. This leads to increased efficiency and productivity. Profiles can be tailored to suit the unique needs of each department or team, ensuring that users have access to the tools and information relevant to their roles.
The Migration
A migration process will be managed to ensure that user experience is not affected, operations continue to function smoothly, and no unexpected situations arise for this critical and comprehensive improvement. All roles in the existing tenants will be transferred to corresponding profiles in the ACL structure. For instance, if the organization has users with both supervisor and reporting roles, then two profiles that grant all of the function permissions of the supervisor and reporting roles will be created by the system. Then the users will be automatically enrolled to these profiles respectively.
The creation and management of the profiles along with the assignment of users to them will be handled by the users in the ACL profile. The ACL profile has the function permissions to carry out such activities. The users with the user manager role will be migrated to the ACL profile that will be created automatically. The ACL profile and the last user within this profile cannot be deleted to avoid any circumstacial errors.
The users can be allocated to various profiles. If a function permission is granted in a profile then the user can utilize this function even if it is not granted in other profiles that they are in. Thus it is crucial for the ACL users to check the statuses of corresponding function permissions and have a holistic approach when assigning users to the profiles to ensure the right functions are permitted. It is also possible to delete a user from a profile and reassign them to other profiles.
The new tenants that will be created after the migration will only have ACL profiles. The users in the ACL profile will create new profiles and grant function permissions according to the operation’s needs. If a user has no profiles then they will be notified to contact their managers upon login. The ACL users can assign users to profiles via the user details screen or the ACL menu’s table.
The aim of the migration is to have a flawless transition from role-based structure to profile-based one. The users in the operation will keep on with their work without no interference or changes after the migration, the permissions and the interaction will be as is. After the migration, the ACL users may edit the permissions in a profile or create new profiles with different sets of permissions that they see fit for their organization. An ACL user may also have other profiles thus they can be able to make operational actions as well.
Access Control List Page Usage
The Access Control List (ACL) page can be accessed from the designated area indicated in the visual on the main page.
To access and view the 'Access Control List' permissions, you need to be assigned to the 'ACL' profile shown below. Users who are not assigned to this profile cannot view the Access Control List on the main page.
The 'ACL' profile is unlike other profiles.
It is the only profile present in newly created tenants.
Users assigned to this profile can access the Access Control List page and make any kind of changes.
This profile cannot be deleted.
Role editing changes cannot be made in this profile.
The profile name cannot be changed.
Only user additions and removals are allowed in this profile.
How to Create a New Profile
Press the 'New' button.
Please enter the name you have designated for the profile.
User assignment to the profile can also be done at this stage.
How to Edit Profile Permissions (Edit Roles)
You can edit profile permissions by hovering over the profile, selecting 'Three dots > Edit Roles,' and switching from the viewing mode to the editing mode.
After this stage, you can configure which permissions to grant as shown below. And then, save the changes by clicking the 'Save' button.
How to Assign Users to a Profile - How to Remove Users from a Profile
Adding Users to a Profile
Hover over the profile and select 'Three dots > Assigned Users.
You can directly view the users currently in the profile. On this page, you can search for a specific user using the 'search filter'.
By clicking on the icon shown in the visual, you can sort the users in the profile in 'Alphabetical Ascending' and 'Alphabetical Descending' order.
To add a new user, click on the 'Edit' icon.
And select the users you want to add from the user list area. You can also filter and select the desired users using the search feature.
The area on the right side displays the users that have been added and removed.
The users highlighted in red are the ones removed from the profile, while the ones highlighted in green are the newly added users to the profile. You can see the changes in this area.
Then, click the save button to save the changes and exit.
The visual area is updated with the number of users added to the profile. This area allows you to view the total number of users in the profile.
How to Remove a User from a Profile
Hover over the profile, then select 'Three dots > Assigned Users.'
You can directly view the users who are currently present in the profile.
If you want to remove a specific user from the profile, search for them in the search bar and deselect them. Then, click the Save button to save the changes.
Deleting a Profile
Hover over the profile, then select Three dots > Delete.
After making this selection, a pop-up will appear. If you confirm by selecting 'OK,' the profile will be deleted, and the users in the profile will lose their permissions. If you approve this action, you can proceed to delete the profile.
How to Change the Profile Name
Hover over the profile, then select Three dots > Rename.
You can change the name information from the profile name field.
If Permissions Are Not Defined, What Will the View Look Like?
You will now examine the permission lists for Agent, Extension Screen, Quality Control, Supervisor, Reporting, and System Administrator roles. Let's see how the view will appear if these permissions are not defined.
If the first permission, which is "Basic," under each role list, is not defined, icons for the respective roles will not appear on the homepage.
The mentioned Basic Permissions are:
Basic Agent Role
Basic Extension Screen Role
Basic Supervisor Role
Basic Quality Control Role
Basic System Administrator Role
Basic Reporting Role
And the view will look like the following.
If the Basic Customer Agent Role is assigned to a profile as the basic permission, but the other permissions underneath are not defined, then all permissions will appear on the agent screen. However, they will be accompanied by a message stating, 'You do not have permission.'
When defining a profile on the ACL page as shown below:
The view on the agent screen defined in this profile will be as follows:
When no permission is granted, the view will appear as stated above. The page, feature, or setting without permission will be visible in the user area of the respective profile, but the user cannot access or utilize the page, feature, or setting. Instead, they will receive a warning message stating 'You are not authorized' when hovering over it.
Agent Authorization List
If you want to grant full permission to a profile for the Agent role, you must define all the permissions listed in TABLE 1 found on the ACL page for the Agent role.
TABLE 1: Displays the permissions found in the Agent authorization list on the ACL page.
TABLE 2: Displays the additional permissions that need to be defined for a user in the Agent role to grant full access. These permissions are found in the "Common" permission list.
Granting access to the Agent page requires assigning the "Basic Customer Agent Role," which is a mandatory permission. You can customize other permissions based on your specific needs.
TABLE 1
Agent Authorization List | Authorization Description |
Basic Customer Agent Role
| The permission required for agent to see the Agent icon on the main page should be assigned when granting agent rights to a user. When this permission is granted, the user will not only be able to see the Agent icon on the main page but will also have access to all areas visible on the screen, in addition to the following permissions. Action: View |
Call/Chat/Video/Email > Team Tab
| With this permission granted to the profile, users in this profile will have access to the 'Team Tab' on the Agent screen. Action: View |
Call/Chat/Video/Email > My Messages Tab and Send Messages | With these permissions granted to the profile, users in this profile will have access to the 'My Messages Tab' on the Agent screen and will also be able to use the 'Send Message' feature. Action: My Messages Tab - View, Send Message - Edit |
Call > Previous Calls Tab
| With this permission granted to the profile, users in this profile will have access to the 'Previous Calls Tab' on the Agent screen. Action: View |
Call > Performance Tab
| With this permission granted to the profile, users in this profile will have access to the 'Performance Tab' on the Agent screen. Action: View |
Call > Call Evaluations Tab | With this permission granted to the profile, users in this profile will have access to the 'Call Evaluations Tab' on the Agent screen. Action: View |
Call/Chat/Email > Evaluation Details Tab
| With this permission granted to the profile, users in this profile will have access to the 'Evaluation Details Tab' on the Agent screen. Action: View |
Call > IVR Applications Tab | With this permission granted to the profile, users in this profile will have access to the 'IVR Applications Tab' on the Agent screen. Action: View |
Call > My Appointments Tab
| With this permission granted to the profile, users in this profile will have access to the 'My Appointments Tab' on the Agent screen. Action: View |
Call > Contacts Tab in Transfer Menu
| With this permission granted to the profile, users in this profile will have access to the 'Directory Tab in the Transfer Menu' on the Agent screen. Action: View |
Call > Active Call Tag Feature
| With this permission granted to the profile, users in this profile will be able to use the 'Active Calls Tag Feature' on the Agent screen. Action: Edit |
Call > Previous Calls Tag Feature
| With this permission granted to the profile, users in this profile will be able to use the 'Previous Calls Tag Feature' on the Agent screen. Action: Edit |
Call > Object to Call Evaluation Option
| With this permission granted to the profile, users in this profile will be able to dispute call evaluations on the Agent screen. Action: Edit |
Chat/Email > Previous Chats Tab
| With this permission granted to the profile, users in this profile will have access to the 'Previous Chats Tab' on the Agent screen. Action: View |
Chat/Email > Chat Evaluations Tab
| With this permission granted to the profile, users in this profile will have access to the 'Chat Evaluations Tab' on the Agent screen. Action: View |
Chat/Email > Chat Performance Tab
| With this permission granted to the profile, users in this profile will have access to the 'Chat Performance Tab' on the Agent screen. Action: View |
Chat/Email > Chats in the Park Tab | With this permission granted to the profile, users in this profile will have access to the 'Parked Chats Tab' on the Agent screen. Action: View |
Chat > WhatsApp Template Message
| With this permission granted to the profile, users in this profile will have access to the 'Whatsapp Template Message popup' on the Agent screen. Action: View |
Chat > Active Chat Tag Feature
| With this permission granted to the profile, users in this profile will be able to use the 'Active Chat Tag Feature' on the Agent screen. Action: Edit |
Chat > Previous Chats Tag Feature
| With this permission granted to the profile, users in this profile will be able to use the 'Previous Chats Tag Feature' on the Agent screen. Action: Edit |
Chat/Email > Object to Chat Evaluation Option
| With this permission granted to the profile, users in this profile will be able to dispute chat evaluations on the Agent screen. Action: Edit |
TABLE 2
Common Authorization List | Authorization Description |
Chat > Active Chats > Transfer | With this permission granted to the profile, users in this profile will have the ability to 'transfer chats' on the Agent screen. Action: View |
Chat History
| With this permission granted to the profile, users in this profile in Supervisor, Quality Control, Agent roles will have the authority to view 'Chat History' on the Agent screen. Action: View |
Queue List
| With this permission granted to the profile, users in this profile will have the authority to view the 'Queue List' on the Agent screen. Action: View |
Team List
| With this permission granted to the profile, users in this profile will have the authority to view the 'Team List' on the Agent screen. Action: View |
Campaign List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Scripter List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Hunt Group List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Attendant List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Quality Evaluation Layout List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Queue Groups List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Extension Screen Authorization List
The permissions that need to be assigned to a user for the extension role are as follows:
To grant full permissions to a profile for the Extension Screen role, you must define all the permissions listed in TABLE 1, TABLE 2, and TABLE 3.
TABLE 1: Displays the permissions found in the Extension permission list on the ACL page.
TABLE 2: Displays the additional permissions that need to be defined for a user in the Extension role to grant full access. These permissions are found in the "Agent" permission list.
TABLE 3: Displays the additional permissions that need to be defined for a user in the Extension role to grant full access. These permissions are found in the "Common" permission list.
Granting access to the Extension Screen page requires assigning the "Basic Extension Screen Role" which is a mandatory permission. You can customize other permissions based on your specific needs.
TABLE 1
Extension Screen Authorization List | Authorization Description |
Basic Extension Screen Role | Action: View |
TABLE 2
Agent Authorization List | Authorization Description |
Call > Previous Calls Tab
| With this permission granted to the profile, users in this profile will have access to the 'Previous Calls Tab' on the Agent screen. Action: View |
Call > Previous Calls Tag Feature
| With this permission granted to the profile, users in this profile will be able to use the 'Previous Calls Tag Feature' on the Agent screen. Action: Edit |
Call > Contacts Tab in Transfer Menu
| With this permission granted to the profile, users in this profile will have access to the 'Directory Tab in the Transfer Menu' on the Agent screen. Action: View |
TABLE 3
Common Authorization List | Authorization Description |
Queue List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Team List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Campaign List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Scripter List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Hunt Group List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Attendant List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Quality Evaluation Layout List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Queue Groups List
| These permissions are defined by default for each role. They are necessary for filtering. We should assign these directly to users. Action: View |
Supervisor Authorization List
For the Supervisor role, if you want to grant full permissions to a profile, you must define all the permissions listed in TABLE 1 and TABLE 2.
TABLE 1: Displays the permissions found in the Supervisor permission list on the ACL page.
TABLE 2: Displays the additional permissions that need to be defined for a user in the Supervisor role to grant full access. These permissions are found in the "Common" permission list.
Granting access to the Supervisor page requires assigning the "Basic Supervisor Role," which is a mandatory permission. You can customize other permissions based on your specific needs.
TABLE 1
Supervisor Authorization List | Authorization Description |
Basic Supervisor Role
| The permission required for supervisors to see the Supervisor icon on the main page should be assigned when granting supervisor rights to a user. When this permission is granted, the user will not only be able to see the Supervisor icon on the main page but will also have access to all areas visible on the screen, in addition to the following permissions. Action: View |
Supervisor > Send Message
| With this permission granted to the profile, users in this profile will be able to use the 'Message Send' feature on the status table and agent page in the Supervisor screen. Action: Edit |
Supervisor > Change Status
| With this permission granted to the profile, users in this profile will be able to use the 'Change Status' feature on the status table and agent page in the Supervisor screen. Action: Edit |
Supervisor > Agent Performance
| With this permission granted to the profile, users in this profile will be able to view the 'Agent Performance' screen on the status table and agent page in the Supervisor screen. Action: View |
Supervisor > Agent Settings
| With this permission granted to the profile, users in this profile will be able to view the 'Agent Settings' screen on the status table and agent page in the Supervisor screen. Action: Edit |
Supervisor > Send Mass Message
| With this permission granted to the profile, users in this profile will be able to use the 'Send Mass Message' feature on the status table and agent page in the Supervisor screen. Action: Edit |
Dashboard > Agents
| With this permission granted to the profile, users in this profile will have access to the 'Agent Page' on the Supervisor screen. Action: View |
Call > Active Calls Page
| With this permission granted to the profile, users in this profile will have access to the 'Active Calls Page' on the Supervisor screen. Action: View |
Call > Active Calls > Hang Up
| With this permission granted to the profile, users in this profile will have the authority to close calls from the 'Active Calls Page' on the Supervisor screen. Action: View |
Chat > Active Chats Page | With this permission granted to the profile, users in this profile will have access to the 'Active Chats Page' on the Supervisor screen. Action: View |
Chat > Active Chats > View Chat | With this permission granted to the profile, users in this profile will have the authority to view chats on the 'Active Chats Page' in the Supervisor screen. Action: View |
Chat > Active Chats > End Conversation | With this permission granted to the profile, users in this profile will have the authority to close chats from the 'Active Chats Page' on the Supervisor screen. Action: View |
Chat > Active Chats > Add Tag | With this permission granted to the profile, users in this profile will have the authority to tag chats from the 'Active Chats Page' on the Supervisor screen. Action: View |
Video Call > Active Video Calls Page | With this permission granted to the profile, users in this profile will have access to the 'Active Video Calls Page' on the Supervisor screen. Action: View |
Video Call > Active Video Calls > Hang Up | With this permission granted to the profile, users in this profile will have the authority to "terminate" active video calls from the 'Active Video Calls Page' on the Supervisor screen. Action: View |
Video Call > Video Call Records Page | With this permission granted to the profile, users in this profile will have access to the 'Video Call Records Page' on the Supervisor screen. Action: View |
Video Call > Call Recording
| With this permission granted to the profile, users in this profile will have access to the 'Video Call Records' on the Supervisor screen. Action: View |
Video Call > Call Recording > Download | With this permission granted to the profile, users in this profile will be able to download 'Video Call Records' on the Supervisor screen. Action: View |
Dashboard > Campaign Page
| With this permission granted to the profile, users in this profile will have access to the 'Campaign Page' on the Supervisor screen. Action: View |
TABLE 2
Common Authorization List | Authorization Description |
Chat > Active Chats > Transfer | With this permission granted to the profile, users in this profile will have the authority to transfer chats in the 'Active Chats Page' on the Supervisor screen. Action: View |
Call > Call Records Page
| With this permission granted to the profile, users in this profile will have access to the 'Call Records Page' on the Supervisor and Quality Control screens. Action: View |
Call > Play Recording
| With this permission granted to the profile, users in this profile will have the authority to "Listen to Call Records" on the Supervisor and Quality Control screens. Action: View |
Call > Download the Recording/Copy Link
| With this permission granted to the profile, users in this profile will have the authority to "Download/Copy Link of Call Records" on the Supervisor and Quality Control screens. Action: View |
Call > Call Records > Tag
| With this permission granted to the profile, users in this profile will have the authority to 'Tag Call Records' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Records > Evaluate
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Call Records' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Records > Evaluate Results
| With this permission granted to the profile, users in this profile will have the authority to 'View Evaluation Results' on the Supervisor and Quality Control screens. Action: View |
Call > Call Records > Cancel Evaluation
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Evaluations' on the Supervisor and Quality Control screens. Action: Edit |
Call > Evaluation Results > Unobjectionable Button
| With this permission granted to the profile, users in this profile will have the authority to 'Modify the Unappealable Button' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Records > Export
| With this permission granted to the profile, users in this profile will have the authority to 'Export' on the Supervisor and Quality Control screens. Action: View |
Call > Abandoned Calls from Queues Page
| With this permission granted to the profile, users in this profile will have access to the 'Missed Calls Page' on the Supervisor and Quality Control screens. Action: View |
Call > Transferred Calls Page
| With this permission granted to the profile, users in this profile will have access to the 'Transferred Calls Page' on the Supervisor and Quality Control screens. Action: View |
Call > Voicemail&Callback Requests Calls Page
| With this permission granted to the profile, users in this profile will have access to the 'Voicemail & Callback Request Calls Page' on the Supervisor and Quality Control screens. Action: View |
Call > Voicemail&Callback Requests Calls > Play Voicemail
| With this permission granted to the profile, users in this profile will have the authority to 'Play Voicemail' on the Supervisor and Quality Control screens. Action: View |
Call > Voicemail&Callback Requests Calls > Download Voicemail
| With this permission granted to the profile, users in this profile will have the authority to 'Download Voicemail' on the Supervisor and Quality Control screens. Action: View |
Call > Satisfaction Survey Page
| With this permission granted to the profile, users in this profile will have access to the 'Satisfaction Survey Page' on the Supervisor and Quality Control screens. Action: View |
Call > Satisfaction Survey > Export
| With this permission granted to the profile, users in this profile will have access to the 'Export' feature on the Supervisor and Quality Control screens. Action: View |
Call > Call Quality Evaluation Objection Page
| With this permission granted to the profile, users in this profile will have access to the 'Call Quality Evaluation Objection Page' on the Supervisor and Quality Control screens. Action: View |
Call > Call Quality Evaluation Objection > Evaluate Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Objection' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Quality Evaluation Objection > Cancel Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Objection' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Records Page
| With this permission granted to the profile, users in this profile will have access to the 'Chat Records Page' on the Supervisor and Quality Control screens. Action: View |
Chat > Chat Records > Tags
| With this permission granted to the profile, users in this profile will have the authority to 'Tag Chat Records' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Records > Evaluate
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Chat Records' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Records > Evaluate Results
| With this permission granted to the profile, users in this profile will have the ability to view 'Evaluation Results' on the Supervisor and Quality Control screens. Action: View |
Chat > Chat Records > Cancel Evaluation
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Evaluations' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Evaluation Results > Unobjectionable Button
| With this permission granted to the profile, users in this profile will have the authority to 'Modify the Non-Contestable Button' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Quality Evaluation Objection Page
| With this permission granted to the profile, users in this profile will have access to the 'Chat Quality Evaluation Objection Page' on the Supervisor and Quality Control screens. Action: View |
Chat > Chat Quality Evaluation Objection > Evaluate Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Objections' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Quality Evaluation Objection > Cancel Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Objections' on the Supervisor and Quality Control screens. Action: Edit |
Chat History
| With this permission granted to the profile, users in this profile will have the authority to 'View Chat History' on the Supervisor, Quality Control, and Agent screens. Action: View |
Queue List
| With this permission granted to the profile, users in this profile will have the authority to 'View Queue List' on the Supervisor screen. Action: View |
Team List
| With this permission granted to the profile, users in this profile will have the authority to 'View Team List' on the Supervisor screen. Action: View |
Queue Groups List | With this permission granted to the profile, users in this profile will have the authority to 'View Queue Group List' on the Supervisor screen. Action: View |
Campaign List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Scripter List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Hunt Group List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Attendant List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Quality Evaluation Layout List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Quality Control Authorization List
For the Quality Control role, if you want to grant full permissions to a profile, you must define all the permissions listed in TABLE 1 and TABLE 2.
TABLE 1: Displays the permissions found in the Quality Control permission list on the ACL page.
TABLE 2: Displays the additional permissions that need to be defined for a user in the Quality Control role to grant full access. These permissions are found in the "Common" permission list.
Granting access to the Quality Control page requires assigning the "Basic Quality Control Role," which is a mandatory permission. You can customize other permissions based on your specific needs.
TABLE 1
Quality Control Authorization List | Authorization Description |
Basic Quality Control Role | To ensure that Quality Control users can see the Quality Control icon on the main page, the necessary authorization, when assigning Quality Control rights to a user, should be granted. When this authorization is given, the user will not only be able to see the Quality Control icon on the main page but will also have access to all areas displayed on the screen, excluding the following permissions. Action: View |
TABLE 2
Common Authorization List | Authorization Description |
Call > Call Records Page
| With this permission granted to the profile, users in this profile will have access to the 'Call Records Page' on the Supervisor and Quality Control screens. Action: View |
Call > Play Recording
| With this permission granted to the profile, users in this profile will have the authority to "Listen to Call Records" on the Supervisor and Quality Control screens. Action: View |
Call > Download the Recording/Copy Link
| With this permission granted to the profile, users in this profile will have the authority to "Download/Copy Link of Call Records" on the Supervisor and Quality Control screens. Action: View |
Call > Call Records > Tag
| With this permission granted to the profile, users in this profile will have the authority to 'Tag Call Records' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Records > Evaluate
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Call Records' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Records > Evaluate Results
| With this permission granted to the profile, users in this profile will have the authority to 'View Evaluation Results' on the Supervisor and Quality Control screens. Action: View |
Call > Call Records > Cancel Evaluation
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Evaluations' on the Supervisor and Quality Control screens. Action: Edit |
Call > Evaluation Results > Unobjectionable Button
| With this permission granted to the profile, users in this profile will have the authority to 'Modify the Unappealable Button' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Records > Export
| With this permission granted to the profile, users in this profile will have the authority to 'Export' on the Supervisor and Quality Control screens. Action: View |
Call > Abandoned Calls from Queues Page
| With this permission granted to the profile, users in this profile will have access to the 'Missed Calls Page' on the Supervisor and Quality Control screens. Action: View |
Call > Transferred Calls Page
| With this permission granted to the profile, users in this profile will have access to the 'Transferred Calls Page' on the Supervisor and Quality Control screens. Action: View |
Call > Voicemail&Callback Requests Calls Page
| With this permission granted to the profile, users in this profile will have access to the 'Voicemail & Callback Request Calls Page' on the Supervisor and Quality Control screens. Action: View |
Call > Voicemail&Callback Requests Calls > Play Voicemail
| With this permission granted to the profile, users in this profile will have the authority to 'Play Voicemail' on the Supervisor and Quality Control screens. Action: View |
Call > Voicemail&Callback Requests Calls > Download Voicemail
| With this permission granted to the profile, users in this profile will have the authority to 'Download Voicemail' on the Supervisor and Quality Control screens. Action: View |
Call > Satisfaction Survey Page
| With this permission granted to the profile, users in this profile will have access to the 'Satisfaction Survey Page' on the Supervisor and Quality Control screens. Action: View |
Call > Satisfaction Survey > Export
| With this permission granted to the profile, users in this profile will have access to the 'Export' feature on the Supervisor and Quality Control screens. Action: View |
Call > Call Quality Evaluation Objection Page
| With this permission granted to the profile, users in this profile will have access to the 'Call Quality Evaluation Objection Page' on the Supervisor and Quality Control screens. Action: View |
Call > Call Quality Evaluation Objection > Evaluate Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Objection' on the Supervisor and Quality Control screens. Action: Edit |
Call > Call Quality Evaluation Objection > Cancel Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Objection' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Records Page
| With this permission granted to the profile, users in this profile will have access to the 'Chat Records Page' on the Supervisor and Quality Control screens. Action: View |
Chat > Chat Records > Tags
| With this permission granted to the profile, users in this profile will have the authority to 'Tag Chat Records' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Records > Evaluate
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Chat Records' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Records > Evaluate Results
| With this permission granted to the profile, users in this profile will have the ability to view 'Evaluation Results' on the Supervisor and Quality Control screens. Action: View |
Chat > Chat Records > Cancel Evaluation
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Evaluations' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Evaluation Results > Unobjectionable Button
| With this permission granted to the profile, users in this profile will have the authority to 'Modify the Non-Contestable Button' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Quality Evaluation Objection Page
| With this permission granted to the profile, users in this profile will have access to the 'Chat Quality Evaluation Objection Page' on the Supervisor and Quality Control screens. Action: View |
Chat > Chat Quality Evaluation Objection > Evaluate Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Evaluate Objections' on the Supervisor and Quality Control screens. Action: Edit |
Chat > Chat Quality Evaluation Objection > Cancel Objection
| With this permission granted to the profile, users in this profile will have the authority to 'Cancel Objections' on the Supervisor and Quality Control screens. Action: Edit |
Chat History
| With this permission granted to the profile, users in this profile will have the authority to 'View Chat History' on the Supervisor, Quality Control, and Agent screens. Action: View |
Queue List
| With this permission granted to the profile, users in this profile will have the authority to 'View Queue List' on the Supervisor screen. Action: View |
Team List
| With this permission granted to the profile, users in this profile will have the authority to 'View Team List' on the Supervisor screen. Action: View |
Queue Groups List | With this permission granted to the profile, users in this profile will have the authority to 'View Queue Group List' on the Supervisor screen. Action: View |
Campaign List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Scripter List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Hunt Group List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Attendant List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Quality Evaluation Layout List
| Default permissions are assigned to each role for filtering purposes. These should be directly assigned to users. Action: View" |
Report Authorization List
For the Reporting role, if you want to grant full permissions to a profile, you must define all the permissions listed in TABLE 1 and TABLE 2.
TABLE 1: Displays the permissions found in the Reporting permission list on the ACL page.
TABLE 2: Displays the additional permissions that need to be defined for a user in the Reporting role to grant full access. These permissions are found in the "Common" permission list.
Granting access to the Reporting page requires assigning the "Basic Reporting Role," which is a mandatory permission. You can customize other permissions based on your specific needs.
TABLE 1
Reporting Authorization List | Authorization Description |
Basic Reporting Role
| To enable reporting users to see the Reporting icon on the homepage, the necessary permission should be assigned when granting reporting rights to a user. When this permission is granted, the user will not only be able to see the Reporting icon on the homepage but also have access to all areas displayed on the screen, excluding the following permissions. Action: View |
Queue Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Queue Reports' on the Reporting screen. Action: View |
Hunt Group Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Hunt Group Reports' on the Reporting screen. Action: View |
Agent Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Agent Reports' on the Reporting screen. Action: View |
Call Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Call Reports' on the Reporting screen. Action: View |
Chat Reports | When this permission is granted to a profile, users in that profile will have access to view 'Chat Reports' on the Reporting screen. Action: View |
Video Call Reports | When this permission is granted to a profile, users in that profile will have access to view 'Video Call Reports' on the Reporting screen. Action: View |
Campaign Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Campaign Reports' on the Reporting screen. Action: View |
Interactive Voice Response Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Interactive Voice Response System Reports' on the Reporting screen. Action: View |
Evaluation Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Evaluation Reports' on the Reporting screen. Action: View |
Satisfaction Survey Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Satisfaction Survey Reports' on the Reporting screen. Action: View |
Integration Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Integration Reports' on the Reporting screen. Action: View |
Platform Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Platform Reports' on the Reporting screen. Action: View |
Technical Reports
| When this permission is granted to a profile, users in that profile will have access to view 'Technical Reports' on the Reporting screen. Action: View |
View All Reports
| In downloadable reports, all users have the ability to download or delete reports that others have downloaded. For this scenario, within the scope of ACL, each user can only see the reports they have downloaded. In other words, each user in the reporting screen can only view the reports they have downloaded. If this permission is assigned to a profile, users in that profile will be able to view all downloaded reports in downloadable reports. Action: View |
Automatic System Reports | This is an automatically generated system report activated through CRM. If activated through CRM, the access is determined by assigning it to a profile. Action: View |
TABLE 2
Common Authorization List | Authorization Description |
Queue List
| When this permission is granted to a profile, users in that profile will have access to view the 'Queue List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Team List
| When this permission is granted to a profile, users in that profile will have access to view the 'Team List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Campaign List
| When this permission is granted to a profile, users in that profile will have access to view the 'Campaign List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Scripter List
| When this permission is granted to a profile, users in that profile will have access to view the 'Scripter List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Hunt Group List
| When this permission is granted to a profile, users in that profile will have access to view the 'Hunt Group List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Attendant List
| When this permission is granted to a profile, users in that profile will have access to view the 'Attendant Menu List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Quality Evaluation Layout List
| When this permission is granted to a profile, users in that profile will have access to view the 'Quality Assessment Scheme List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Queue Groups List
| When this permission is granted to a profile, users in that profile will have access to view the 'Queue Group List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Common Authorization List
The distribution of the authorization list that needs to be defined for agent, quality control, extension screen, supervisor, reporting, and system administrator is indicated with tables.
On the ACL page, we encounter a list named "Common," and the usage and distribution of this list according to roles are available in the table named "TABLO 2" in the lists above.
The appearance of the Common Permission List and its impact according to roles is as follows.
Authorization List | Affected Roles |
Call > Call Records Page
| Supervisor, Quality Control |
Call > Play Recording
| Supervisor, Quality Control |
Call > Download the Recording/Copy Link
| Supervisor, Quality Control |
Call > Call Records > Tag
| Supervisor, Quality Control |
Call > Call Records > Evaluate
| Supervisor, Quality Control |
Call > Call Records > Evaluate Results
| Supervisor, Quality Control |
Call > Call Records > Cancel Evaluation
| Supervisor, Quality Control |
Call > Evaluation Results > Unobjectionable Button
| Supervisor, Quality Control |
Call > Call Records > Export
| Supervisor, Quality Control |
Call > Abandoned Calls from Queues Page
| Supervisor, Quality Control |
Call > Transferred Calls Page
| Supervisor, Quality Control |
Call > Voicemail&Callback Requests Calls Page
| Supervisor, Quality Control |
Call > Voicemail&Callback Requests Calls > Play Voicemail
| Supervisor, Quality Control |
Call > Voicemail&Callback Requests Calls > Download Voicemail
| Supervisor, Quality Control |
Call > Satisfaction Survey Page
| Supervisor, Quality Control |
Call > Satisfaction Survey > Export
| Supervisor, Quality Control |
Call > Call Quality Evaluation Objection Page
| Supervisor, Quality Control |
Call > Call Quality Evaluation Objection > Evaluate Objection
| Supervisor, Quality Control |
Call > Call Quality Evaluation Objection > Cancel Objection
| Supervisor, Quality Control |
Chat > Chat Records Page
| Supervisor, Quality Control |
Chat > Active Chats > Transfer | Supervisor, Agent |
Chat > Chat Records > Tags
| Supervisor, Quality Control |
Chat > Chat Records > Evaluate
| Supervisor, Quality Control |
Chat > Chat Records > Evaluate Results
| Supervisor, Quality Control |
Chat > Chat Records > Cancel Evaluation
| Supervisor, Quality Control |
Chat > Evaluation Results > Unobjectionable Button
| Supervisor, Quality Control |
Chat > Chat Quality Evaluation Objection Page
| Supervisor, Quality Control |
Chat > Chat Quality Evaluation Objection > Evaluate Objection
| Supervisor, Quality Control |
Chat > Chat Quality Evaluation Objection > Cancel Objection
| Supervisor, Quality Control |
Chat History
| Supervisor, Quality Control, Agent |
Queue List
| It should be assigned to all profiles. It is necessary for filtering. |
Team List
| It should be assigned to all profiles. It is necessary for filtering. |
Campaign List
| It should be assigned to all profiles. It is necessary for filtering. |
Scripter List
| It should be assigned to all profiles. It is necessary for filtering. |
Hunt Group List
| It should be assigned to all profiles. It is necessary for filtering. |
Attendant List
| It should be assigned to all profiles. It is necessary for filtering. |
Quality Evaluation Layout List
| It should be assigned to all profiles. It is necessary for filtering. |
Queue Groups List | It should be assigned to all profiles. It is necessary for filtering. |
System Administrator Authorization List
For the System Administrator role, if you want to grant full permissions to a profile, you must define all the permissions listed in TABLE 1 and TABLE 2.
TABLE 1: Displays the permissions found in the System Administrator permission list on the ACL page.
TABLE 2: Displays the additional permissions that need to be defined for a user in the System Administrator role to grant full access. These permissions are found in the "Common" permission list.
Granting access to the System Administrator page requires assigning the "Basic System Administrator Role," which is a mandatory permission. You can customize other permissions based on your specific needs.
TABLE 1
System Administrator Authorization List | Authorization Description |
Basic System Administrator Role
| To enable System Administrator users to see the System Administrator icon on the homepage, the necessary permission should be assigned when granting a user System Administrator rights. Action: View |
Call Menu
| When this permission is granted in the profile, users in the profile will have access to the "Call Menu" in the System Administrator screen. Action: View |
Call > Incoming Calls Menu
| When this permission is granted in the profile, users in the profile will have access to the "Incoming Calls Menu" in the System Administrator screen. Action: View |
Call > Incoming Calls > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the incoming calls menu in the System Administrator screen. Action: Edit |
Call > Incoming Calls > Delete
| When this permission is granted in the profile, users in the profile will have access to the "deletion" authority for existing definitions in the "Incoming Calls Menu" on the System Administrator screen. Action: Edit |
Call > Attendants Menu
| When this permission is granted in the profile, users in the profile will have access to the "Attendants Menu" in the System Administrator screen. Action: View |
Call > Attendants > Add/Edit/Copy
| When this permission is granted in the profile, users in the profile will have the authority to "add, copy IVR, and edit new definitions" in the Attendants Menu on the System Administrator screen. Action: Edit |
Call > Attendants > Delete
| When this permission is granted in the profile, users in the profile will have access to the "deletion" authority for existing definitions in the "Attendants Menu" on the System Administrator screen. Action: Edit |
Call > Campaign Menu
| When this permission is granted in the profile, users in the profile will have access to the "Campaign Menu" in the System Administrator screen. Action: View |
Call > Campaign > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add, edit, and add custom fields" in the Campaign Menu on the System Administrator screen. Action: Edit |
Call > Campaign > Delete
| When this permission is granted in the profile, users in the profile will have access to the "deletion" authority for existing definitions in the Campaign Menu on the System Administrator screen. Action: Edit |
Call > Campaign > Recycle List
| When this permission is granted in the profile, users in the profile will have access to the "List Recycle " authority in the Campaign Menu on the System Administrator screen. Action: Edit |
Call > Campaign > Upload File
| When this permission is granted in the profile, users in the profile will have access to the "File Upload" authority in the Campaign Menu on the System Administrator screen. Action: Edit |
Call > Campaign > Campaign Stop/Start
| When this permission is granted in the profile, users in the profile will have access to the "Stop/Start Campaign" authority in the Campaign Menu on the System Administrator screen. Action: Edit |
Call > Campaign > Data Management/Data Management By Contact Unique Id
| When this permission is granted in the profile, users in the profile will have access to the "Data Management/ Contact Data Management with Unique Id" authority in the Campaign Menu on the System Administrator screen. Action: Edit |
Call > Announcements Menu
| When this permission is granted in the profile, users in the profile will have access to the "Announcements Menu" in the System Administrator screen. Action: View |
Call > Announcements > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Announcements Menu on the System Administrator screen. Action: Edit |
Call > Announcements > Delete
| When this permission is granted in the profile, users in the profile will have access to the "deletion" authority for existing definitions in the Announcements Menu on the System Administrator screen. Action: Edit |
Call > Announcements > Listen/Download
| When this permission is granted in the profile, users in the profile will have access to the "Listen/Download" authority in the Announcements Menu on the System Administrator screen. Action: View |
Call > Scripter Menu
| When this permission is granted in the profile, users in the profile will have access to the "Scripter Menu" in the System Administrator screen. Action: View |
Call > Scripter List > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Scripter Menu on the System Administrator screen. Action: Edit |
Call > Scripter List > Delete
| When this permission is granted in the profile, users in the profile will have access to the "deletion" authority for existing definitions in the Scripter Menu on the System Administrator screen. Action: Edit |
Call > Dialplans Menu
| When this permission is granted in the profile, users in the profile will have access to the "Dialplans Menu" on the System Administrator screen. Action: View |
Call > Dialplan > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Dialplan Menu on the System Administrator screen. Action: Edit |
Call > Dialplan > Delete
| When this permission is granted in the profile, users in the profile will have access to the "deletion" authority for existing definitions in the Dialplan Menu on the System Administrator screen. Action: Edit |
Call > Wrapup Codes Menu
| When this permission is granted in the profile, users in the profile will have access to the "Wrapup Codes Menu" in the System Administrator screen. Action: View |
Call > Wrapup Codes > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Wrapup Codes Menu on the System Administrator screen. Action: Edit |
Call > Wrapup Codes > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Wrapup Codes Menu on the System Administrator screen. Action: Edit |
Call > Grammar Menu
| When this permission is granted in the profile, users in the profile will have access to the "Grammar Menu" in the System Administrator screen. Action: View |
Call > Grammar > Add/Edit/Download
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Grammar Menu on the System Administrator screen. Action: Edit |
Call > Grammar > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Grammar Menu on the System Administrator screen. Action: Edit |
Call > Conference Menu | When this permission is granted in the profile, users in the profile will have access to the "Conference Menu" in the System Administrator screen. Action: View |
Call > Conference > Add/Edit | When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Conference Menu on the System Administrator screen. Action: Edit |
Call > Conference > Delete | When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Conference Menu on the System Administrator screen. Action: Edit |
Call > Automatic Callback Menu
| When this permission is granted in the profile, users in the profile will have access to the " Automatic Callback Menu" in the System Administrator screen. Action: View |
Call > Automatic Callback > Save
| When this permission is granted in the profile, users in the profile will have the authority to "Save" in the Automatic Callback Menu on the System Administrator screen. Action: Edit |
Call > DTMF Form Menu
| When this permission is granted in the profile, users in the profile will have access to the "DTMF Form Menu" in the System Administrator screen. Action: View |
Call > DTMF Form > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the DTMF Form Menu on the System Administrator screen. Action: Edit |
Call > DTMF Form > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the DTMF Menu on the System Administrator screen. Action: Edit |
Chat Menu
| When this permission is granted in the profile, users in the profile will have access to the "Chat Menu" on the System Administrator screen. Action: View |
Chat > View Incoming Chat Menu | When this permission is granted in the profile, users in the profile will have access to the "Incoming Chat Menu" on the System Administrator screen. Action: View |
Chat > Incoming Chat > Add/Edit | When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Incoming Chat Menu on the System Administrator screen. Action: Edit |
Chat > Incoming Chat > Delete | When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Incoming Chat Menu on the System Administrator screen. Action: Edit |
Chat > Chat Widgets Menu | When this permission is granted in the profile, users in the profile will have access to the "Chat Widgets Menu" on the System Administrator screen. Action: View |
Chat > Chat Widget > Add/Edit | When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Chat Widget Menu on the System Administrator screen. Action: Edit |
Chat > Chat Widget > Delete | When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Chat Widget Menu on the System Administrator screen. Action: Edit |
Chat > Chat Widget > Script Page/Run Demo | When this permission is granted in the profile, users in the profile will have access to the "Script Page" in the Chat Widget Menu on the System Administrator screen. Action: View |
Chat > ICR Menu | When this permission is granted in the profile, users in the profile will have access to the "ICR Menu" on the System Administrator screen. Action: View |
Chat > ICR > Add/Edit/Copy/Temporary Variables | When this permission is granted in the profile, users in the profile will have the authority to perform the following actions in the ICR Menu on the System Administrator screen: Add and edit new definitions, Edit ICR, Copy ICR, Define temporary custom variables. Action: Edit |
Chat > ICR > Delete | When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the ICR Menu on the System Administrator screen. Action: Edit |
Chat > Chatbot Menu | When this permission is granted in the profile, users in the profile will have access to the "Chatbot Menu" on the System Administrator screen. Action: View |
Chat > Chatbot > Add/Edit | When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Chatbot Menu on the System Administrator screen. Action: Edit |
Chat > Chatbot > Delete | When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Chatbot Menu on the System Administrator screen. Action: Edit |
Click2Connect Menu
| When this permission is granted in the profile, users in the profile will have access to the "Click2Connect Menu" on the System Administrator screen. Action: View |
Click2Connect > Click2Connect Video Menu | When this permission is granted in the profile, users in the profile will have access to the "Click2Connect Video Menu" on the System Administrator screen. Action: View |
Click2Connect > Click2Connect Video > Add/Edit | When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Click2Connect Video Menu on the System Administrator screen. Action: Edit |
Click2Connect > Click2Connect Video > Delete | When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Click2Connect Video Menu on the System Administrator screen. Action: Edit |
Click2Connect > Click2Connect Video > Script Page/Run Demo | When this permission is granted in the profile, users in the profile will have access to view the "Script" on the System Administrator screen. Action: View |
Click2Connect > Click2Connect Call Menu
| When this permission is granted in the profile, users in the profile will have access to the "Click2Connect Call Menu" on the System Administrator screen. Action: View |
Click2Connect > Click2Connect Call > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Click2Connect Call Menu on the System Administrator screen. Action: Edit |
Click2Connect > Click2Connect Call > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Click2Connect Call Menu on the System Administrator screen. Action: Edit |
Click2Connect > Click2Connect Call > Script Page/Run Demo
| When this permission is granted in the profile, users in the profile will have access to view the "Script" on the System Administrator screen. Action: View |
Tags Menu
| When this permission is granted in the profile, users in the profile will have access to the "Tags Menu" on the System Administrator screen. Action: View |
Users Menu
| When this permission is granted in the profile, users in the profile will have access to the "Users Menu" on the System Administrator screen. Action: View |
Users > Users Menu
| When this permission is granted in the profile, users in the profile will have access to the "Users Menu" on the System Administrator screen. Action: View |
Users > Users > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Users Menu on the System Administrator screen. Action: Edit |
Users > Users > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Users Menu on the System Administrator screen. Action: Edit |
Users > Team Menu
| When this permission is granted in the profile, users in the profile will have access to the "Team Menu" on the System Administrator screen. Action: View |
Users > Team Menu > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Team Menu on the System Administrator screen. Action: Edit |
Users > Team Menu > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" existing definitions in the Team Menu on the System Administrator screen. Action: Edit |
Users > Banned Users Menu
| When this permission is granted in the profile, users in the profile will have access to the "Blocked Users Menu" on the System Administrator screen. Action: View |
Users > Banned Users > Remove Ban
| When this permission is granted in the profile, users in the profile will have the authority to "Remove Block" in the Blocked Users Menu on the System Administrator screen. Action: Edit |
Statuses Menu
| When this permission is granted in the profile, users in the profile will have the authority to "view" the Statuses Menu on the System Administrator screen. Action: View |
Statuses > Default Statuses > Edit/Reset
| When this permission is granted in the profile, users in the profile will have the authority to "edit and reset default statuses" in the Statuses Menu on the System Administrator screen. Action: Edit |
Statuses > Custom Statuses > Add/Edit
| When this permission is granted in the profile, users in the profile will have the authority to "add and edit new definitions" in the Statuses Menu for custom statuses on the System Administrator screen. Action: Edit |
Statuses > Custom Statuses > Delete
| When this permission is granted in the profile, users in the profile will have the authority to "delete" an existing definition of a custom status in the Statuses Menu on the System Administrator screen. Action: Edit |
Statuses > Pending Alerts > Edit
| When this permission is granted to the profile, users in the profile will have access to the 'Edit Pending Alerts' permission in the status menu on the system administrator screen. Action: Editing |
Contacts Menu
| When this permission is granted to the profile, users in the profile will have access to the 'View Guide Menu' permission on the system administrator screen. Action: Viewing |
Contacts > Add/Edit
| When this permission is granted to the profile, users in the profile will have access to the 'Add and Edit New Definitions' permission in the guide menu on the system administrator screen. Action: Editing |
Contacts > Delete
| When this permission is granted to the profile, users in the profile will have access to the 'Delete' permission for existing definitions in the guide menu on the system administrator screen. Action: Editing |
Contacts > Import
| When this permission is granted to the profile, users in the profile will have access to the 'Import' permission in the guide menu on the system administrator screen. Action: Viewing |
Queues Menu
| When this permission is granted to the profile, users in the profile will have access to the 'View Queues Menu' permission on the main screen of the system administrator. Action: Viewing |
Queues > Queues Menu
| When this permission is granted to the profile, users in the profile will have access to the 'View Queues Menu' permission on the system administrator screen. Action: Viewing |
Queues > Queues > Add/Edit
| When this permission is granted to the profile, users in the profile will have access to the 'Add and Edit New Definitions' permission in the queues menu on the system administrator screen. Action: Editing |
Queues > Queues > Delete
| When this permission is granted to the profile, users in the profile will have access to the 'Delete' permission for existing definitions in the queues menu on the system administrator screen. Action: Editing |
Queues > Queue Groups Menu
| When this permission is granted to the profile, users in the profile will have access to the 'View Queue Group Menu' permission on the system administrator screen. Action: Viewing |
Queues > Queue Groups > Add/Edit
| When this permission is granted to the profile, users in the profile will have access to the 'Add and Edit New Definitions' permission in the queue group menu on the system administrator screen. Action: Editing |
Queues > Queue Groups > Delete
| When this permission is granted to the profile, users in the profile will have access to the 'Delete' permission for existing definitions in the queue group menu on the system administrator screen. Action: Editing |
Quality Control Menu
| When this permission is granted to the profile, users within the profile will have access to view the "Quality Control Menu" on the system administrator's main screen. Action: View |
Quality Control > Quality Evaluation Form/Layout Menu
| When this permission is granted to the profile, users within the profile will have access to view the "Quality Evaluation Form/Layout Menu" on the system administrator's screen. Action: View |
Quality Control > Quality Evaluation Form > Add/Edit
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the quality evaluation form menu. Action: Edit |
Quality Control > Quality Evaluation Form > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the quality evaluation form menu. Action: Edit |
Quality Control > Quality Evaluation Layout > Add/Edit
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the quality evaluation layout menu. Action: Edit |
Quality Control > Quality Evaluation Layout > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the quality evaluation layout menu. Action: Edit |
Quality Control > Quality Evaluation Layout > Active/Passive
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to the "activate/deactivate evaluation" authority in the quality evaluation layout menu. Action: View |
Locations Menu
| When this permission is granted to the profile, users within the profile will have access to view the "Location Menu" on the system administrator's screen. Action: View |
Locations > Add/Edit
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the location menu. Action: Edit |
Locations > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the location menu. Action: Edit |
SMS Menu
| When this permission is granted to the profile, users within the profile will have access to view the "SMS Menu" on the system administrator's screen. Action: View |
SMS > Add/Edit
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the SMS menu. Action: Edit |
SMS > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the SMS menu. Action: Edit |
Email > Email Menu | When this permission is granted to the profile, users within the profile will have access to view the "Email Menu" on the system administrator's screen. Action: View |
Email > Email Menu > Add/Edit | When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the Email menu. Action: Edit |
Email > Email Menu > Delete | When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the Email menu. Action: Edit |
IP Phone Menu
| When this permission is granted to the profile, users within the profile will have access to view the "IP Phone Menu" on the system administrator's main screen. Action: View |
IP Phone > IP Phone Menu
| When this permission is granted to the profile, users within the profile will have access to view the "IP Phone Menu" on the system administrator's screen. Action: View |
IP Phone > IP Phone > Add/Edit/Settings
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions, and settings" in the IP Phone menu. Action: Edit |
IP Phone > IP Phone > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the IP Phone menu. Action: Edit |
IP Phone > Hunt Groups Menu
| When this permission is granted to the profile, users within the profile will have access to view the "Hunt Groups Menu" on the system administrator's screen. Action: View |
IP Phone > Hunt Groups > Add/Edit
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the hunt groups menu. Action: Edit |
IP Phone > Hunt Groups > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the hunt groups menu. Action: Edit |
Webhook Menu
| When this permission is granted to the profile, users within the profile will have access to view the "Webhook Menu" on the system administrator's screen. Action: View |
Webhook > Web URLs Menu
| When this permission is granted to the profile, users within the profile will have access to view the "Web URLs Menu" on the system administrator's screen. Action: View |
Webhook > Web URLs > Add/Edit
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the Web URLs menu. Action: Edit |
Webhook > Web URLs > Delete
| When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the web URLs menu. Action: Edit |
Webhook > App Tokens Menu | When this permission is granted to the profile, users within the profile will have access to view the "App Tokens Menu" on the system administrator's screen. Action: View |
Webhook > App Tokens > Add/Edit | When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the app tokens menu. Action: Edit |
Webhook > App Tokens > Delete | When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the app tokens menu. Action: Edit |
Security Menu | When this permission is granted to the profile, users within the profile will have access to view the "Security Menu" on the system administrator's screen. Action: View |
Security > Password Policy Menu | When this permission is granted to the profile, users within the profile will have access to view the "Password Policy Menu" on the system administrator's screen. Action: View |
Security > Password Policy > Save | When this permission is granted to the profile, users within the profile will have access on the system administrator's screen to save the password policy settings. Action: Edit |
Security > Black List Menu | When this permission is granted to the profile, users within the profile will have access to view the "Blacklist Menu" on the system administrator's screen. Action: View |
Security > Black List > Add/Edit | When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "add and edit new definitions" in the blacklist menu. Action: Edit |
Security > Black List > Delete | When this permission is granted to the profile, users within the profile will have access, on the system administrator's screen, to "delete" the existing definition in the blacklist menu. Action: Edit |
Security > Admin Activities Menu | When this permission is granted to the profile, users within the profile will have access to view the "Administrator Actions Menu" on the system administrator's screen. Action: View |
Apps Menu | When this permission is granted to the profile, users within the profile will have access to view the "Applications Menu" on the system administrator's screen. Action: View |
TABLE 2
Common Authorization List | Authorization Description |
Queue List
| When this permission is granted to a profile, users in that profile will have access to view the 'Queue List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Team List
| When this permission is granted to a profile, users in that profile will have access to view the 'Team List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Campaign List
| When this permission is granted to a profile, users in that profile will have access to view the 'Campaign List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Scripter List
| When this permission is granted to a profile, users in that profile will have access to view the 'Scripter List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Hunt Group List
| When this permission is granted to a profile, users in that profile will have access to view the 'Hunt Group List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Attendant List
| When this permission is granted to a profile, users in that profile will have access to view the 'Attendant Menu List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Quality Evaluation Layout List
| When this permission is granted to a profile, users in that profile will have access to view the 'Quality Assessment Scheme List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |
Queue Groups List
| When this permission is granted to a profile, users in that profile will have access to view the 'Queue Group List' using the filtering feature on the Reporting screen. For a user with reporting permissions, it is necessary to define 'List' permissions. Action: View |