To see explanations of each permission, please refer to the below.
Page Level Admin
Access Audit Page: Allows the user access to the Auditing Page
Access to Canned Responses: Allows the user to access the canned responses admin page
Add Remove List: Allows the user to add & remove Lists from Campaigns in the Campaign Management Page
Address Book Admin Access: Allows the user to access the Address Book Page
Allow Kick User: Allows the user to kick other users from the System -see the Quick Actions menu when hovering over any User in the Coaching page
Area Code Admin Access: Allows the user access to the Area Codes Page
Basic Report Export: Allows users to export basic reports
Basic Report Viewer Access: Allows users to view basic reports
Break Admin Access: Allows the user access to the Breaks page
Bulk User Import Access: Allows the user access to the Bulk User Import page, to import multiple users for creation at once
Call Recording Download: Allows downloading call recordings on both the Recording Playback and Record History pages
Callback Manager Access: Allows the user to access the Callback Manager Page
Calling Time Plan Access: Allows the user access to the Calling Time Plans Page
Campaign (CTU) Admin Access: Allows the user access to the CTU page
Campaign Manager Clear Fetched Data: Allows the user to clear fetched data from the Campaign Manager page
Campaign and List Management: Allows the user access to the Campaign Management page
Can Access Custom Data Fetching: Allows the user to view and edit custom data fetching
Can Access Speech Analytics: Allows the user to have access to the speech analytics button
Can Access Speech Transcriptions: Allows the user to have access to speech transcriptions in the Playback Page
Can Access System Info: Is allowed to access the System Info page
Can Add Notes: Allows the user to add notes to other users using the Quick Actions menu available in areas like CTU and Coaching
Can Create Emergency DNIS Routes: Allows the user to create an enable Inbound Number Mapping Routes with emergency status
Can Create System Control Element: Allows the agent to create a System Control IVR element
Can Delete Lead Data: Allows you to delete lead data
Can Edit Lead Data: Is allowed to edit the lead data for any table
Can Expire Imports: Allows the user to set the expire option when importing leads
Can Export Transcript and Attachments: Export a full transcript, including inline attachments and images, in .pdf or .txt format for your records or CRM upload, from Thread History
Can View Lead Data: Is allowed to view all lead data, across all tables
Can access Pre-chat Questions History: Allows access to Pre-Chat Questions column in Record History
Channel Hub Admin Access: Allows the user to access the Channel Hub page
Custom Report Builder Access: Allows the user access to build Custom Reports
Custom Report Viewer Access: Allows the user to access the CustomReports tab in the Report Viewer Page
Custom SQL Report Access: Allows access to custom SQL reports
DNC Bulk Removal: Allows users to bulk remove DNCs (Requires Import DNC Access)
DNC Deactivated Leads CSV Access: Allows the user to download deactivated leads as a CSV
DNIS Routing Plan Access: Allows user to access Plans
Dashboard Banner Configuration: Allows users to create and edit scrolling banner messages shown across dashboards. Changes here control what messages are displayed to all dashboard users
Do Not Call Admin Access: Allows the user to access the Do Not Call Admin Page
Enable Time Zones: Enable Time Zones
IVR Admin Access: Allows the user to access the IVR Editor Page
Import API History Access: Allows the user to access the Import API History Page
Import API Mappings Access: Allows the user to access the Import API Mappings Page
Import DNC Access: Allows the user to access the Import DNC Page
Import Mapping CallerId Access: Allows the user to include a Caller Id when importing leads
Import Rejects Record List Download Option: Allows the user to download an Imports Rejected Records List
Inbound Blacklist Access: Allows the user to access Inbound Blacklist
Inbound Numbers - Number Reservation Override: Allows the user to edit the phone number
Inbound Number Access: Allows the user access to modify Inbound number mapping (DNIS)
Lead Import Access: Allows the user to access the Import Leads Page
List Manager Admin Access: Allows the user to access List Manager
List Manager History Access: Allows the user to access List Manager History
List Manager History Rollback: Allows the user to rollback List Manager actions
Note Category Management: Can view & modify note categories
Permission Admin Access: Allows the user access to the Permissions Page
Plan Admin Access: Allows the user to access the Plans Page
Portal Access: Allows the user access to the Manager Portal
Queue Admin Access: Allows the user access to the Queue Admin Page
Record Eligibility Access: Allows the user to access the Record Eligibility Page
Record History Access: Allows access to the Record History Page to view call details and transcripts
Record History CRC Dialog Access: Allows the user to access the CRC Changer dialogue, in the Record History Result Code column, which lets you change the historical Result Code
Record History Results CSV Access: Allows the user to download Record History results as a CSV
Report Scheduler Access: Allows the user to access the Report Scheduler Page
Report Viewer Access: Allows the user to access the Report Viewer Page
Result Code Admin Access: Allows the user to access the Result Code Page
Settings - AI Agent Handover: Allows the user to configure the connection settings for AI Agent context handover to a third-party service
Settings - Contact Data Tables: Allows the user to create and manage contact data tables and fields used for scripts, custom data retrieval and list management
Settings - Customer Satisfaction Surveys: Allows the user to configure customer satisfaction surveys for webchat interactions
Settings - Dropdown Lists: Allows the user to create and manage dropdown lists used for data validation within scripts
Settings - Outbound SIP Response Codes: Allows the user to create and edit SIP response codes that define how these are handled
Settings - Outbound Skills & Groups: Allows the user to create and edit user skills and skill groups used to control how outbound calls are routed to agents
Settings - Platform Tags: Allows the user to create and manage tags and tag categories to control visibility of information across the platform
Settings - Single Sign On: Allows the user to configure and manage single sign-on access for the platform
Settings Admin Access: Allows the user to access the Settings Page
Start Stop Pause Campaign: Allows the user to Stop, Start & Pause Campaigns in the Campaign Management Page
System Activity Access: Allows the user to access the System Activity Page
Target Settings Access: Allows the user to access the Targets Page
View & Manage Marketplace: Grants the user access to the Marketplace to view and configure integrations. Users without this permission cannot access or manage integrations
Wallboard Manager Access: Allows access to the Wallboards Manager Page
Tag Group
Assign Tags: Can assign tags to items such as Lists and Campaigns. Requires "View Assigned Tags" permission
Block Cross Tag Assignment: Blocks user assignment on the queue without the same tag
Filter data to Tag Groups: Data is filtered according to permissible tags
View All Tags: Can see all tags, regardless of assignment or creator. Tags will be visible on relevant pages, such as Lists and Campaigns. Requires "View Assigned Tags" permission
View Assigned Tags: Can see tags you're assigned to or have created. Tags will be visible on relevant pages, such as Lists and Campaigns
QA
Can Recording Playback: Allows listening to audio on the Record History page
Can Barge: Allows the user to Barge other users
Can Coach: Allows the user to Coach other users
Can Delete Attachment: Allows the user to delete an attachment
Can Delete Recording: Allows the user to delete call recording
Can Message Agents: Allows the user to message agents
Can Monitor: Allows the user to monitor other users
Coach Manager: Allows the user access to the Coach Manager page
Coaching Access: Allows the user to access the Coaching page
Evaluations Access: Allows the user to access the Evaluations page
QA Access: Allows the user to access the QA page
Recording Playback Access: Allows access to the Recording Playback page to search and listen to recordings
Dashboard
Dashboards - Access Management: Full access to dashboards. View, create, edit, delete and publish dashboards. Manage role access, link sharing (on or off) and campaign visibility
Dashboards - Link Access: Allow dashboards to be viewed by anyone with a published link, even without dashboard access
Dashboards - View Access: View dashboards published to your role. Add dashboards to favourites and organise them into folders
Agent
Agent Assisted Payments - Can Take Payments: Allows agents to process payments from customers over the phone
Agent Initiated Email Interactions: Allows the user to Create New Email Interaction Threads
Agent Initiated SMS Interactions: Allows the user to Create New SMS Interaction Threads
Agent Initiated WhatsApp Interactions: Allows the user to Create New WhatsApp Interaction Threads
Agent access Pre-chat Questions: Allows agent to see Pre-Chat Questions
Can Access Spokn AI In Contact Hub: This permission will allow users to be able to view Spokn AI insights in Contact Hub for contact-related interactions
Can Access Web Agent Ticket History: Allows agent to Access Detailed Ticket History on Web Agent Page
Can Branch Sessions: Allows the user to Create a new thread/branch from a Session
Can Branch Tickets: Allows the user to Create a new thread/branch from a Ticket
Can Call Third Party: Allows the user to convert an Interaction to a third-party call
Can Call Transfer: Allows the user to Transfer a Call
Can Change Lead: Allows the user to change the Call's Lead
Can Cold Transfer: Allows the user to Cold Transfer a Call
Can Cold Transfer To ACD Queues: Allows the user to Cold Transfer a Call to ACD Groups
Can Cold Transfer To Agents: Allows the user to Cold Transfer a Call to other agents
Can Cold Transfer To IVRs: Allows the user to Cold Transfer a Call to an IVR
Can Convert to Call: Allows the user to convert an Interaction to a Call
Can Delete Callback: Allows the user to delete callbacks
Can Edit Contact Details: Allows the user to view contact information in Contact Hub and edit
Can Export Transcript and Inline Attachments: Export a full transcript, including inline attachments and images, for your records or CRM upload
Can Hang Up: Allows the user to be able to hang up on a Call
Can Manual Call: Allows the user to make a Manual Call
Can Override Time Zones: Allows the user to Override Time Zones
Can Put Calls On Hold: Allows the user to put calls on hold
Can Re-assign Tickets: Allows the user to re-assign a ticket to another user
Can Read Contact Details: Allows the user to view contact information in Contact Hub
Can Redial: Allows the user to Redial Calls
Can See Record History: Allows the user to see the Record History for the Lead while on a Call
Can See Attachments: Allows the user to send attachments on digital interactions
Can Send Digits: Allows the user to send Digits
Can Set Call Results: Allows the user to set Call Results
Can Set Notes: Allows the user to set Call Notes
Can Skip Preview: Allows the user to skip Preview Calls
Can Split Recording: Allows the user to split recordings
Can Take PCI Secure Payments: Allows the user to take PCI secure payments
Can Transfer Chat To User: Allows the agent to transfer a chat interaction to another user
Can Transfer Email To User: Allows the agent to transfer an email interaction to another user
Can Transfer SMS To User: Allows the agent to transfer an sms intgeraction to another user
Can Transfer Tickets: Allows the user to transfer a ticket to other queues
Can View Attachments: Allows the user to view received attachments
Can View Script Without Call: Allows the user to view a Script without a call (Script Only feature)
Can Warm Transfer: Allows the user to Warm Transfer a Call
Can Warm Transfer To ACD Queues: Allows the user to Warm Transfer a Call to ACD Groups
Can Warm Transfer To Agents: Allows the user to Warm Transfer to an Agent
Can Warm Transfer To Calls: Allows the user to Warm Transfer a Call
Can access Canned Responses: Allows the agent access to the canned responses on an interaction
Can create Canned Responses: Allows the agent to create canned responses
Show Contact Details: Allows the user to view phone numbers and email addresses in Contact Hub and the Script Header. If not enabled, phone numbers and email addresses will be obscured with asterisks (*) except for the first two characters
Web Agent Access: Allows the user to access the Web Agent (Contact Hub)
Web Agent Edit Email Address: Allows the user to edit the email address
Telephony
Can Change Lead using APIs: Allows the user to change the Call's Lead through scripting
Can Conference: Allows the user to Conference Call
Can Dispose Call: Allows the agent ability to dispose a call
Can Get Active Calls: Allows the agent receive active calls
Can Get Queues: Allows queue access
Can Hang-Up Call: Allows the agent to hang up on a call
Can Hold Call: Allows the agent to put a call on hold
Can Start Recording: Allows the user to start recording a call
Can Stop Recording: Allows the user to stop recording a call
Web API
API Token Access: Allows the user to create a Token via the Web API
Access Generic Data Services: Allows the user to access the Generic Data Service
Can Add Lead Phone To Lead: Allows the user to add a phone number to the Lead Phone category
Can Create Callbacks: Allows the user to create Callbacks
Can Create Calling Time Plans: Allows the ability to create a Calling Time Plan
Can Create Campaigns: Allows the user to create a Campaign in the CTU section
Can Create Result Codes: Allows the user to create a Result Code
Can Create Users: Allows the user to create a Users in CTU
Can Delete Callbacks: Allows the use to delete their Callbacks
Can Delete Campaigns: Allows the user to delete Campaigns in CTU
Can Delete Users: Allows the user to delete User details in CTU
Can Get Callbacks: Allows the user to receive Callbacks
Can Get Callbacks For Other Users: Allows the user to receive Callbacks from other Users
Can Get Calling Time Plans: Allows access to the Calling Time Plans section
Can Get Calypso Servers: Allows access to the Calypso Servers
Can Get Campaigns: Allows access to the Campaigns section in CTU
Can Get Lead: Allows the user to receive a Lead
Can Get LeadPhone: Allows the user to receive Lead Phone Numbers
Can Get Result Codes: Allows the user to get Result Codes
Can Get Users: Allows access to the user section in CTU
Can Manual Dial: Allows the user to be able to Manual Dial a number
Can Update Callbacks: Allows the user to update their Callbacks
Can Update Calling Time Plans: Allows the ability to edit a Calling Time Plan
Can Update Campaigns: Allows the user to edit the existing details of a Campaign in CTU
Can Update Lead: Allows the user to update a Lead
Can Update Result Codes: Allows the user to edit a Result Code
Can Update Users: Allows the user to edit user details in CTU
Can create a Generic Data Services: Allows the user to create a Generic Data Service
Can delete a Generic Data Service: Allows the user to delete a Generic Data Service
Can update a Generic Data Service: Allows the user to update a Generic Data Service
Lead API Services Custom Data Table Access: Allows the user Lead API Services, Custom Data Tables Access
Lead API Services History Access: Allows the user to access Lead API Services, History Access
Lead API Services Lead Access: Allows the user Lead API Services, Lead Access
Lead API Services Lead Phone Access: Allows the user Lead API Services, Lead Phone Access
Lead Management API Access: Allows access to Lead Management API
Lead Management
Lead Management Access: Allows the user to access the Lead Management Page
Lead Management Add Temp Lead Access: Allows the user to access the add temp lead task
Lead Management Override Compliance Access: Allows the user to override compliance regulations
Lead Management Reset Access: Allows the user to access the reset lead task
Lead Management Reset Attempts Access: Allows the user to reset final leads within the reset lead task
Lead Management Reset Carrier Statuses Access: Allows the user to reset carrier statuses & bad numbers
Lead Management Reset Final Access: Allows the user to reset final leads within the reset lead task
CTU
Access Alert Settings: Allows the user to update Alert Settings
Can Enable Dynamic Nailup: Can Enable Dynamic Nailup in the CTU page
Can Rename Custom User Data Fields: Can Rename Custom User Data Fields in the CTU page
Drop Rate Settings: Allows the user to update Drop Rate settings
List Admin Access: Allows the user access to the List Admin page
MFA Admin: Allows the user to reset MFA enrolment details on the CTU page
Not Ready Wait Time: Enable Not Ready Wait Time in CTU
Team Admin Access: Allows the user to add/edit Teams in CTU
User Admin Access: Allows the user to add/edit users in CTU
Email Templating
Delete Templates: Allows the user to delete email templates
Modify Templates: Allows the user to modify email templates
Upload Images: Allows the user to upload images for use in email templates
View Templates: Allows the user to view email templates
Scripting
Access to secrets manager: Allows the user to access the secrets management tool
Access to tools on scripting viewer: Allows the user to access tool within the scripting viewer
Allows access to Script Manager: Allows the user access to the Script Manager page and to create and edit Scripts
Omni Channel
Access Chat: Allows the agent to modify the Chat settings
Access Email: Allows the agent to modify the Email settings
Access Facebook: Allows the agent to modify the Facebook settings
Access SMS: Allows the agent to modify the SMS settings
Access WhatsApp: Allows the agent to modify the WhatsApp settings
Allow Duplicate Email Check: Allows dedupe rules for email on import
Can Create Channel: Allows the user to create a Channel
Can Create a Queue: Allows the user to create a Queue
Can Reply to Thread Access: Allows the user to access and use the reply button in Ticket History
Can Save a Channel: Allows the user to save any changes made to a Channel
Can Save a Queue: Allows the user to Save a Queue
Can access Pre-chat questions: Allows access to Pre-Chat Questions Builder
Can Send other Users Ready: Allows the user access to send a user ready on a queue
Channel Admin Access: Allows the user access to the Channel Admin page
Content Filtering Access: Allows the user access to the Content Filtering page
Live Queue Access: Allows the user access to the Live Queues page
Ticket History Access: Allows the user access to the Ticket History page
Ticket History Edit Message Access: Allows the user edit Ticket History Edit Message