Custom roles and permissions
In addition to the 6 default user roles (Admin, Manager, Manager Data, Manager Teams, Manager Admin, Agent), with custom roles & permissions, you can create custom roles with unique sets of permissions assigned. This gives flexibility in deciding which users (or groups of users) have access to specific sections of the Contact Center AI Platform (CCAI Platform) portal, features, and the agent adapter.
You can grant users access to any page contained in the CCAI Platform portal, including the dashboards and settings pages. Permissions for users can be edit, view-only, or restricted to data relevant to the team that they are assigned to.
Agents
An agent is a user that is assigned the agent role. Only an agent can answer a call or a chat. You can assign the agent role to a user when you add a user, or by editing an existing user.
For an agent to be able to answer a call or a chat, you must either: (1) Assign the agent directly to a queue, or (2) Assign the agent to a team that is assigned to a queue. For more information, see Add and configure teams and Queue and menu setup.
Feature specifics
What are permissions?
The ability to perform actions within the CCAI Platform portal (including viewing content, editing content, and changing configuration) is governed by permissions. Each individual permission has a name (such as Settings - Users & Teams - Edit User) and covers one action or a small subset of actions. A user must be granted permission in order to do the corresponding action; permissions are defined by the pages and features that provide the actions.
What are roles?
Rather than assigning individual permissions directly to each user, permissions are grouped into roles. You can define one or more roles in your Contact Center AI Platform environment, and then grant permissions to each role.
Each user must be given a role upon creation, and may optionally be assigned up to 9 more additional roles. It is a good practice to create several roles in within your CCAI Platform environment.
General points
There is a maximum of 100 custom roles per CCAI Platform instance.
There is a maximum of 10 roles per user.
When multiple roles are assigned to a user, the highest level of permissions will be granted.
When a user doesn't have view or edit access to a page, they will not see the associated section of the CCAI Platform portal.
Default roles
Default roles cannot be edited or renamed. If you want to adjust the permissions in a role, you can create a new role with the necessary permissions.
Types of permissions
View versus edit permissions
For many permissions, you can specify view or edit access.
View: Allows the user to view the page.
Edit: Always grants view access and allows the user to make changes on the page.
Assigned team only
Some permissions have an assigned teams only option associated with it. When selected, users assigned this role will only be able to access information relevant to the teams they have been assigned to. Refer to Add and configure teams for more information.
This setting is specific to an individual permissions. A user may be given access to assigned teams only for one page permission, but be given access to all for another.
Assigned queues only
Dashboard permissions have an assigned queues only option associated. When selected, users assigned this role will only be able to access information relevant to the selected queues that their team has been assigned to.
This setting is specific to individual permissions. A user may be given access to assigned queues only for one page, but be given access to all data for another.
Assignable roles
Limit which roles a user can assign to other users via the assignable roles feature. An example use case would be to only allow a Supervisor to assign the agent role and ensure no new users are assigned the admin role by the supervisor.
To assign the role:
In the CCAI Platform portal, go to Settings > Users & Teams > Edit User.
Click Assignable roles.
Select the roles you want the current role to be able to assign to other users.
License types
Within CCAI Platform there are various user license types for billing purposes which include agent, cobrowse agent, manager, and administrator. The following list provides the definitions for which user permissions constitute which type of license. Any custom role that is created will be assigned a license type.
The license type definitions will be the following:
Admin: A user with one or more admin permissions.
Manager: A user with one or more manager permissions, but no 'Admin' permissions.
Agent: A user with only agent permissions.
Cobrowse agent: A user with only agent permissions and co-browse permissions.
If a user is assigned multiple different roles that fall into different license type categories, then the highest impact license type is assigned to the user. The impact order is: Admin > Manager > Cobrowse agent > Agent.
In the following table is a breakdown of which permissions are associated with which license type.
CCAI Platform portal configuration
Create a new custom role
In the CCAI Platform portal, go to Settings > Users & teams.
Click Roles & permissions.
Click Add roles.
Enter the role name as it will be viewed in this settings page and reports. The character limit is 20.
Enter the label name as it will show on the Users & teams settings page. The character limit is 16.
Choose a label color. Labels show on the Users & teams page for quick views of role assignments.
Click X to save your color setting.
Example view of labels and colors:
Assign permissions to the role by checking the box next to the permission.
Refer to Assignable roles, View/Edit permissions, Assigned teams only, and Assigned queues only for permission type details.
Click Save**.
Your new role will show at the bottom of the Roles & permissions page, but can be dragged higher if desired.
Edit a custom role
From the CCAI Platform portal, go to Settings > Users & Teams.
Click Roles & permissions at the top of the page.
Click the pencil icon next to the role that you want to edit.
After completing your edits, click Save.
Any users with the edited role assigned will need to refresh their web browser or sign out and back in to see the updates.
Delete a custom role
From the CCAI Platform portal, go to Settings > Users & Teams.
Click Roles & permissions at the top right of the page.
Click the X icon next to your role.
Confirm the deletion of the custom role.
Rearrange role order
The order of the list of roles on the Roles & Permissions settings page dictates the order of the roles in the Edit User dropdown.
Roles dropdown on the Add/Edit User UI:
To change the order of the roles:
In the CCAI Platform portal, go to Settings > Users & teams.
Click Roles & permissions.
Reorder the list by clicking and dragging it to the desired location.
The new order is saved automatically.
Configure the agent experience
As an administrator, you can configure much of the agent's experience when they're using the agent adapter.
Configure agent status settings
On the Operation management page of the CCAI Platform portal, in the Agent status section, you can configure agent status settings, such as:
The agent's status on login.
The agent's ability to stop receiving new calls and chats.
The agent's ability to transfer calls or chats.
The agent's ability to receive calls on their mobile phone.
To configure settings in the Agent status section, follow these steps:
In the CCAI Platform portal, go to Settings > Operation Management.
Find the Agent status section.
Configure the settings the way you want them, and then click Save agent status.
Configure call details
On the call display of the CCAI Platform portal, in the Call details section, you can configure call details such as:
Call recordings.
The agent's ability to leave calls after adding a third party.
Call countdown and expiration.
Call history.
The hold time counter.
To configure settings in the Call details section, follow these steps:
In the CCAI Platform portal, go to Settings > Call.
Go to the Call details section.
Adjust the configuration based on your requirements.
Click Save call details.
Configure the caller experience
As an administrator, you can configure much of the end-user's experience when they call in to your call center.
Configure caller announcements
On the call display of the CCAI Platform portal, in the Caller announcements section, you can configure how incoming calls are handled, including:
Caller announcement intervals.
Deflection behavior.
Wait time behavior.
To configure settings in the Call announcement section, follow these steps:
In the CCAI Platform portal, go to Settings > Call.
Go to the Caller announcements section.
Configure the settings the way you want them, and then click save caller announcements.
Add and configure teams
Teams are a flexible way to organize any number of users. Example uses for teams include:
Groups of users who are skilled for a particular function.
A team leader and their team members.
Users in a certain Location.
User grouped by the shift timing.
Details
A team organizes groups of users. You can use teams to assign users to call or chat queues, to control (in conjunction with custom roles & permissions) the types of data that users can access, and for reporting. You can designate a team manager who can control data access for team members.
Used to organize a list of users.
Users can be assigned to multiple teams.
Team managers will have access to monitoring information of the agents on their team and any sub-teams.
Agents in the sub-team of a top-level team will be assigned to any queues that the top-level team is assigned to.
For example, if the top-level team is Support, and the sub-team is L1, and Support is assigned to a queue, L1 will also be assigned and will be offered calls from that queue
When using teams to assign agents to a queue, a team manager with an agent role can be assigned to a queue.
CCAI Platform portal configuration
Add a new team
In the CCAI Platform portal, go to Settings > Users & teams.
Click Add a team.
Enter a team name. The team name cannot contain colons ":".
Click Add.
View existing users and teams
The user list for any selected team will only display the list of users directly assigned to that team or sub-team. To avoid confusion and not show an agent/user assigned to a sub-team multiple times in any higher-level teams, users only show in the team they are directly assigned to.
Example:
Top-level team A (450 users) - all 450 agents are assigned to sub-teams, none are directly assigned to team A - user list will show: 0 users
Team A-1 (200 users) - user list will show: 200 users
Team A-2 (150 users) - user list will show: 150 users
Team A-3 (100 users) - user list will show: 0 users
Team A-3.1 (90 users) - user list will show: 90 users
Team A-3.2 (10 users) - user list will show: 10 users
Edit a team name or team members
Click the pencil icon for the team that you wish to edit.
OR
Edit the team members in the window on the right.
Edit team structure
In the CCAI Platform portal, go to Settings > Users & teams.
Click on the pencil icon next to Teams.
Use the key on the left for instructions on how to edit, reorder, and reorganize.
Click Done when your changes are complete.
Add team managers and team members
A team manager that is assigned the manager role can see monitoring data in the dashboards and agent pages. A team manager that is assigned the agent role can be assigned to a queue.
More information about user roles can be found in the default roles documentation.
From users & teams, click on the team name (in the example below, the chosen team is highlighted).
Click Add team managers in the Manager section, then select users from the available list.
Tip: Add users as team managers before adding as a team member. Once the user is added as a team member, they will need to be removed to be added as a team manager.
Click Add agents to select agents from the list of available users who have been assigned agent permissions.
Remove a team member or manager by clicking the X adjacent to the user's name.
Add team members from a user list
From users & teams, click on one of the user lists, for example all users, agents, managers, or admins.
Select the checkbox next to the users you would like to add to the team.
Click Add to a team.
Select the team(s) by marking the checkbox next to the team name.
Click Add.
Default user roles and permissions for agents, managers & administrators
Within CCAI Platform there are 6 pre-defined roles that have assigned permission sets. These roles define the configuration, monitoring, and reporting available to the user. A user can be assigned one or a combination of multiple roles.
Beyond these 6 roles, any combination of permission sets can be configured for custom roles. For more information see Custom roles & permissions.
Role details
Agent and admin roles each have fixed permissions sets, whereas manager roles have fixed permission sets but the content varies based on who the user manages. Users with manager roles must be assigned as team managers in Settings > Users & Team to be able to see configuration and monitoring data about agents.
Agent
The agent role is the only role that can access the CCAI Platform agent adapter.
CCAI Platform portal access
Agent adapter in the CCAI Platform portal and receives call and chat sessions based on queue assignment.
Agent adapter in your CRM.
No Access
Settings
Monitoring
External storage
Reports
Actions available
Taking inbound calls.
Placing outbound calls.
Listening to voicemails.
Answering escalation calls.
Manager
Manager roles are for users assigned as the team manager to one or more teams and access is partially based on the user's assigned teams. Please see Add and configure teams.
CCAI Platform portal access
Settings
Queue configuration
No access
Settings configuration
Settings - Call and chat, based on team and queue assignment.
Data
Monitoring
Call and chat dashboards: team-specific data only.
Agents: team-specific data only.
Calls and chats (connected, queued, completed): Team-specific data only.
Queue: team-specific data only.
External storage: access to call records, chat transcripts, or both, when they are stored in external storage.
Reporting
Report builder: team-specific data only
No Access
Agent adapter in the CCAI Platform portal or CRM
Settings - all besides call and chat
Actions available
Monitoring call and chat queues, only for queues in which their team members are assigned.
Downloading reports with data concerning agent performance, queue performance, call and chat volume - but only for their teams.
Creating and editing chat shortcuts.
Manager: Team
Manager roles are for users assigned as the team manager to one or more teams and access is partially based on the user's assigned teams. Please see Add and configure teams.
Users can now edit this role. Any user who is assigned that role will inherit the role permissions. Click the pencil icon to modify the roles.
CCAI Platform portal access
Settings
Queue configuration
Assign agents/teams to queues for assigned teams only.
Queue priority.
Settings configuration
- No access.
Monitoring
Agents: team-specific data only.
Calls and chats (connected, queued, completed): team-specific data only.
External Storage: Access to call recordings and/or chat transcripts when they are stored in external storage.
Queue: team-specific data only.
Dashboard access (data for all teams)
Calls: team-specific data only.
Chats: team-specific data only.
No Access
- Call/chat adapter in the CCAI Platform portal or CRM
Actions available
Monitoring call and chat queues, only for queues in which their team members are assigned
Downloading reports with data concerning agent performance, queue performance, call and chat volume - but only for their team/s
Creating and editing chat shortcuts
Shuffling team and agent assignments between queues based on volume
Assigning Agents and teams to queues
Configuring priority levels of existing queues (when Priority Routing is enabled)
Adding new users and assigning to teams or deactivating users
Assigning existing users to teams
Manager: Data
Manager roles are for users assigned as the team manager to one or more teams and access is partially based on the user's assigned teams. Please see Add and configure teams.
Users can now edit this role. Any user who is assigned that role will inherit the role permissions. Simply click the pencil icon to modify the roles.
CCAI Platform portal access
Settings
Queue configuration
Assign agents/teams to queues - assigned teams only
Queue priorities
Settings Configuration
- No access
Monitoring
Agents - team-specific data only.
Calls/Chats (connected, queued, completed): team-specific data only.
External Storage: Access to call recordings and/or chat transcripts when they are stored in external storage.
Queue: team-specific data only.
Dashboard access (data for all teams)
Calls - team-specific data only.
Chats - team-specific data only.
Reporting
- - Report Builder: Full access to all user data
No Access
- Agent adapter in the CCAI Platform portal or CRM
Actions available
Monitoring call and chat queues, only for queues in which their team members are assigned
Downloading reports with data concerning agent performance, queue performance, call and chat volume - but only for their team/s
Shuffling team and agent assignments between queues based on volume
Configuring queues, redirects, and per-queue routing options (doesn't include enabling the features at the environment level)
Assigning Agents and teams to queues
Manager: Admin
Manager access is partially based on the user's assigned teams. Please see Add and configure teams.
Users can now edit this role. Any user who is assigned that role will inherit the role permissions. Click the pencil icon to modify the roles.
CCAI Platform portal access
Settings
Queue Configuration
Assign any agents/teams to queues
Queue priorities
Settings Configuration
Agent & team: Full access
Target Metrics (within Settings > Operation Management)
Data
Monitoring
Dashboard access (data for all teams)
Calls
Chats
Agents: Full access
Calls and chats (connected, queued, completed): Full access
External Storage: Access to call recordings and/or chat transcripts when they are stored in external storage.
Queue: Full access
Reporting
- Report Builder: Full access to all user data
No access
Agent adapter in the CCAI Platform portal and CRM
Call and chat settings
Developer settings
Actions available
Monitoring all call and chat queues
Downloading reports with data concerning agent performance, queue performance, call and chat volume for all queues and Agents
Shuffling team and agent assignments between queues based on volume
Adding new users and assigning to teams and deactivating users
Assigning existing users to teams
Creating or editing queue structures for any language or channel
Admin
Full access to environment settings, queue configuration, monitoring, and reporting.
CCAI Platform portal access
Settings
Queue configuration
- Add and edit queues with full access
Settings configuration
All settings access including Developer Settings
Agent & team: Full access
Data
Monitoring
Call and chat dashboard: Full access
Agents: Full access
Calls and chats (connected, queued, completed): Full access
External storage: access to call recordings, chat transcripts, or both, when they are stored in external storage.
Queue: Full access
Reporting
- Report builder: Full access to all user data
No access
- Agent adapter in the CCAI Platform portal and CRM
Actions available
Responsible for viewing or managing users on multiple teams, even when not assigned as the team manager
Are responsible for monitoring call and chat queues for all queues
Are responsible for downloading reports with data concerning agent performance, queue performance, call and chat volume for all users
Configuring queues, redirects, and per-queue routing options
Responsible for assigning agents to queues
Shuffling team and agent assignments between queues based on volume
Adding new users and assigning to teams or deactivating users
Assigning existing users to teams
Creating or editing queue structures for any language or channel
Modifying environment wide settings to disable/enable channels, update how Agents are notified of new sessions, hours of operation, messages played to consumers or routing features like enabling Auto Answer or Priority routing
Setting up technical integrations
Don't see a role you want? Create your on custom role: Custom roles & permissions.