The Access Control List (ACL) replaces the previous role-based structure with profile-based access management. On the ACL page, you can create profiles, define which functions and permissions each profile grants, and assign users to profiles.
Before you start: To view and use the Access Control List page, you must be assigned to the ACL profile. Users who are not assigned to this profile cannot see the Access Control List on the main page.
ACL definition and benefits
Profile-based access management
The previous role-based structure assigned users to predefined roles such as agent, supervisor, reporter, quality controller, or admin. Once assigned, each role granted access to the full scope of its functions and permissions. For example, a user with the reporting and supervisor roles had access to all reports and supervisor boards and could change agents' statuses. However, some use cases require a group of supervisors not to see certain boards, or to be limited in the actions they can take on agents. Role-based access control has its advantages and simplicity, but it lacks the flexibility to tailor permissions to specific needs and responsibilities.
ACL addresses this limitation with a profile-based access management system. You can create customized profiles that define exactly which functions and permissions each user can access. In the supervisor example above, you can create two profiles with different sets of permissions for these functions: one profile gives access to the boards and grants all actions on agents, while the other limits some of them. Each profile then serves as the basis for the users who need that specific set of permissions.
This granular control lets you align user access with specific roles and responsibilities, so users have the capabilities they need to perform their tasks effectively while sensitive data stays protected.
What you can do with ACL
With ACL, you can:
Create tailored profiles that reflect the specific needs and responsibilities of each user.
Grant granular permissions within each profile, so that users access only the functions they need to perform their tasks.
Revoke permissions as needed to maintain control over sensitive data and functions.
Benefits of granular control
With ACL, you can give users the access they need while safeguarding your organization's data. You set granular permissions for functions: instead of a one-size-fits-all approach, users are granted access only to the functions necessary for their role.
Granular control also simplifies the user experience. Users can focus on their specific tasks without navigating through features their profiles do not require, which increases efficiency and productivity. You can tailor profiles to the needs of each department or team, so that users have access to the tools and information relevant to their roles.
The migration
A migration process is managed so that the user experience is not affected, operations continue to run smoothly, and no unexpected situations arise during this critical and comprehensive change. All roles in existing tenants are transferred to corresponding profiles in the ACL structure. For example, if your organization has users with both the supervisor and reporting roles, the system creates two profiles that grant all function permissions of the supervisor and reporting roles, and the users are automatically enrolled in these profiles.
Users in the ACL profile create and manage profiles and assign users to them; the ACL profile has the function permissions required for these activities. Users with the user manager role are migrated to the ACL profile, which is created automatically.
Important: The ACL profile and the last user in this profile cannot be deleted, to avoid unintended errors.
Note: A user can be assigned to multiple profiles. If a function permission is granted in one profile, the user can use that function even if it is not granted in their other profiles. For this reason, check the status of the related function permissions and take a holistic approach when assigning users to profiles, so that the right functions are permitted. You can also remove a user from a profile and reassign them to other profiles.
Tenants created after the migration have only ACL profiles. Users in the ACL profile create new profiles and grant function permissions according to the needs of the operation. If a user has no profile, they are notified at login to contact their manager. ACL users can assign users to profiles from the user details screen or from the table on the ACL menu.
The aim of the migration is a seamless transition from the role-based structure to the profile-based one. Users in the operation continue their work without any interference or changes after the migration; permissions and interactions remain as they are. After the migration, ACL users can edit the permissions in a profile or create new profiles with different sets of permissions as they see fit for their organization. An ACL user can also have other profiles, so they can perform operational actions as well.
Using the Access Control List page
You can open the Access Control List (ACL) page from the area on the main page shown in the image below.
The image below shows the ACL profile that you must be assigned to in order to access and view the Access Control List permissions.
How the ACL profile differs from other profiles
The ACL profile is unlike other profiles:
It is the only profile in newly created tenants.
Users assigned to this profile can access the Access Control List page and make any kind of change.
This profile cannot be deleted.
Its roles cannot be edited.
The profile name cannot be changed.
Only adding and removing users is allowed in this profile.
Create a new profile
Click New.
Enter the name you have chosen for the profile.
Optionally, assign users to the profile at this stage.
Edit profile permissions
Hover over the profile and select Three dots > Edit Roles to switch from viewing mode to editing mode.
Configure which permissions to grant, as shown below, and click Save to save the changes.
Add users to a profile
Hover over the profile and select Three dots > Assigned Users.
The users currently in the profile are listed. You can search for a specific user with the search filter.
Optionally, click the icon shown in the image to sort the users in the profile in Alphabetical Ascending or Alphabetical Descending order.
To add a new user, click the Edit icon.
Select the users you want to add from the user list. You can also use the search field to filter and select users. The area on the right displays the users that have been added and removed.
Users highlighted in red are removed from the profile, and users highlighted in green are newly added to the profile. You can review the changes in this area.
Click Save to save the changes and exit.
The area shown in the image is updated with the number of users added to the profile, so you can see the total number of users in the profile.
Remove users from a profile
Hover over the profile and select Three dots > Assigned Users. The users currently in the profile are listed.
Search for the user you want to remove in the search bar and clear their selection.
Click Save to save the changes.
Delete a profile
Hover over the profile and select Three dots > Delete.
In the pop-up that appears, click OK to confirm.
Important: When you confirm, the profile is deleted and the users in the profile lose their permissions. Delete the profile only if you accept this.
Rename a profile
Hover over the profile and select Three dots > Rename.
Change the name in the profile name field.
What users see when permissions are not assigned
The sections below list the permissions for the Agent, Extension Screen, Supervisor, Quality Control, Reporting, and System Administrator roles. This section shows what the view looks like when these permissions are not assigned.
If the first permission in each role list, the Basic permission, is not assigned, the icon for that role does not appear on the main page. The Basic permissions are:
Basic Agent Role
Basic Extension Screen Role
Basic Supervisor Role
Basic Quality Control Role
Basic System Administrator Role
Basic Reporting Role
In that case, the view looks like this:
If the Basic Customer Agent Role is assigned to a profile but the other permissions under it are not, all features still appear on the agent screen, accompanied by the message "You do not have permission."
For example, when a profile is defined on the ACL page as follows:
The agent screen for users in this profile looks like this:
Pages, features, or settings without permission remain visible to users in the profile, but they cannot access or use them. When users hover over them, they see the warning "You are not authorized."
Agent authorization list
To grant a profile full permissions for the Agent role, define all the permissions listed in Table 1 and Table 2.
Table 1: The permissions in the Agent permission list on the ACL page.
Table 2: Additional permissions a user in the Agent role needs for full access. These permissions are in the Common permission list.
Important: Access to the Agent page requires the Basic Customer Agent Role, which is a mandatory permission. You can customize the other permissions based on your needs.
Table 1: Agent permission list
Table 1: Agent permission list
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 permissions for the Agent role
Table 2: Common permissions for the Agent role
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. Assign them directly to users. Action: View |
Scripter List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Hunt Group List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Attendant List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Quality Evaluation Layout List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Queue Groups List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Extension Screen authorization list
The permissions that need to be assigned to a user for the Extension Screen role are listed below. To grant a profile full permissions for this role, define all the permissions listed in Table 1, Table 2, and Table 3.
Table 1: The permissions in the Extension Screen permission list on the ACL page.
Table 2: Additional permissions a user in the Extension Screen role needs for full access. These permissions are in the Agent permission list.
Table 3: Additional permissions a user in the Extension Screen role needs for full access. These permissions are in the Common permission list.
Important: Access to the Extension Screen page requires the Basic Extension Screen Role, which is a mandatory permission. You can customize the other permissions based on your needs.
Table 1: Extension Screen permission list
Table 1: Extension Screen permission list
Extension Screen Authorization List | Authorization Description |
Basic Extension Screen Role | Action: View |
Table 2: Agent permissions for the Extension Screen role
Table 2: Agent permissions for the Extension Screen role
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 permissions for the Extension Screen role
Table 3: Common permissions for the Extension Screen role
Common Authorization List | Authorization Description |
Queue List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Team List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Campaign List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Scripter List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Hunt Group List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Attendant List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Quality Evaluation Layout List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Queue Groups List | These permissions are defined by default for each role. They are necessary for filtering. Assign them directly to users. Action: View |
Supervisor authorization list
To grant a profile full permissions for the Supervisor role, define all the permissions listed in Table 1 and Table 2.
Table 1: The permissions in the Supervisor permission list on the ACL page.
Table 2: Additional permissions a user in the Supervisor role needs for full access. These permissions are in the Common permission list.
Important: Access to the Supervisor page requires the Basic Supervisor Role, which is a mandatory permission. You can customize the other permissions based on your needs.
Table 1: Supervisor permission list
Table 1: Supervisor permission list
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 permissions for the Supervisor role
Table 2: Common permissions for the Supervisor role
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
To grant a profile full permissions for the Quality Control role, define all the permissions listed in Table 1 and Table 2.
Table 1: The permissions in the Quality Control permission list on the ACL page.
Table 2: Additional permissions a user in the Quality Control role needs for full access. These permissions are in the Common permission list.
Important: Access to the Quality Control page requires the Basic Quality Control Role, which is a mandatory permission. You can customize the other permissions based on your needs.
Table 1: Quality Control permission list
Table 1: Quality Control permission list
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 permissions for the Quality Control role
Table 2: Common permissions for the Quality Control role
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" |
Reporting authorization list
To grant a profile full permissions for the Reporting role, define all the permissions listed in Table 1 and Table 2.
Table 1: The permissions in the Reporting permission list on the ACL page.
Table 2: Additional permissions a user in the Reporting role needs for full access. These permissions are in the Common permission list.
Important: Access to the Reporting page requires the Basic Reporting Role, which is a mandatory permission. You can customize the other permissions based on your needs.
Table 1: Reporting permission list
Table 1: Reporting permission list
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 permissions for the Reporting role
Table 2: Common permissions for the Reporting role
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 tables above show the distribution of the permissions that need to be defined for the agent, quality control, extension screen, supervisor, reporting, and system administrator roles.
The ACL page also includes a list named Common. Its usage and distribution by role are shown in the Table 2 of each list above.
The table below shows the Common permission list and the roles each permission affects.
Common permission list and affected roles
Common permission list and affected roles
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
To grant a profile full permissions for the System Administrator role, define all the permissions listed in Table 1 and Table 2.
Table 1: The permissions in the System Administrator permission list on the ACL page.
Table 2: Additional permissions a user in the System Administrator role needs for full access. These permissions are in the Common permission list.
Important: Access to the System Administrator page requires the Basic System Administrator Role, which is a mandatory permission. You can customize the other permissions based on your needs.
Table 1: System Administrator permission list
Table 1: System Administrator permission list
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 DialplanMenu 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 " AutomaticCallback 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 permissions for the System Administrator role
Table 2: Common permissions for the System Administrator role
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 |