Manage permission profiles

Note

CCaaS UI was previously called TouchPoint.

Default permission profiles

View the Permission Profiles list

Add a permission profile

Edit a permission profile

Delete a permission profile

Permissions are assigned to users through permission profiles that are designed so that a number of users can be assigned a set of permissions simultaneously and uniformly.

Note

  • Only users with the default Administrator permission profile can manage permission profiles.
  • By default, the Supervisor profile has supervisory privileges over the whole contact center. To limit a supervisor's privileges to particular groups, create a group supervisor. See Add a permission profile.

Permission profiles control access to the following objects, so it is best to configure these objects before creating the permission profiles:

  • Groups
  • Queues
  • Teams

Default permission profiles

The predefined permission profiles are:

  • Administrator and Agent
  • Can set up and configure anything in the tenant contact center, including new permission profiles.
  • Can use CCaaS UI.
  • Cannot view CCaaS reports or play back recordings.
  • Administrator and Supervisor
  • Can set up and configure anything in the tenant contact center, including new permission profiles.
  • Can view CCaaS Historical Reports and Dashboard reports for the whole tenant.
  • Administrator
  • Can set up and configure anything in the tenant contact center, including new permission profiles.
  • Cannot view CCaaS reports or play back recordings.
  • Cannot use CCaaS UI.
  • Agent
  • Can use CCaaS UI.
  • Cannot view CCaaS reports or play back recordings.
  • Cannot set up and configure anything in the tenant contact center.
  • Supervisor (tenant-wide supervisor)
  • Can view CCaaS Historical Reports and Dashboard reports for the whole tenant.
  • Can play back recordings for the whole tenant.
  • Cannot set up and configure anything in the tenant contact center.
  • Team Supervisor
  • Can supervise the teams to which they are assigned. Can also view reports and play back recordings only for the teams to which they are assigned.
  • Can use CCaaS UI.
  • Cannot set up and configure anything in the tenant contact center.

Note

Users not assigned a permission profile have the permissions of agents.

View the Permission Profiles list

  1. On the navigation pane, click Organization.
  2. Click the Permission Profiles tab. The Permission Profiles list appears. For navigation information, see Card view and How to search.

Add a permission profile

  1. On the Permission Profiles page, click Add. The New permission profile page appears.
  2. Click the Properties tab and enter the following information:
  • Name (required) — the name of the profile.
  • Description — a description of the profile.
  • Allow create/delete — whether to allow an administrator with restricted permissions to create new objects or delete existing objects. If not selected, the administrator can only modify the properties of existing objects.
  • Members — click Add items and select the agents to assign the permission profile to. See Filter for agents.
  1. Click the Permissions tab and assign the permission to the objects, as required.
  2. Click the Groups tab and assign the Report, Administer, Playback, and/or Supervise permissions to the groups, as required.
  3. Click the Queues tab and assign the Report and Administer permissions to the queues, as required.
  4. Click the Teams tab and assign the Report, Administer, Playback, and/or Supervise permissions to the teams, as required.
  5. Click Save changes.

Edit a permission profile

  1. On the Permission Profiles page, click the card of the item to edit. The [Permission profile name] page appears.
  2. Edit the information. For details, see Add a permission profile.
  3. Click OK.

Delete a permission profile

  1. On the Permission Profiles page, select the item/s to delete.
  2. Click Delete and then confirm the deletion.