Permissions
The Permissions page is where you control what each user can see and do within MaxContact. Permissions are managed through roles (also called permission groups) — predefined sets of permissions that you assign to users. You can use the default roles that come with the system, clone and customise them, or build new ones from scratch.
To access it, go to Settings > Advanced > Permissions.
Note. After making changes to a permission group, make sure the user logs out and back in for the changes to take effect.
Page controls
| Control | Description |
|---|---|
| Create a group | Creates a new role/permission group. |
| Clone role | Creates a copy of the currently selected role with all its permission settings intact. Useful when creating a new role that is similar to an existing one. |
| Filter | Filters the permission groups list to show All, Active, or Inactive roles. |
| Save | Saves all changes made on the page. Always save before navigating away or your changes will be lost. |
Default roles
The following roles are available on the system by default. Each can be used as-is, cloned and customised, or assigned directly to users.
| Role | Description |
|---|---|
| Agent Role | Grants access to Contact Hub only, with no other areas of the product. All agent permissions are enabled by default except Stop/Start Recording. |
| API Access Role | Used to integrate with the MaxContact API. All API permissions are enabled, but portal access is disabled, so a user with this role can't log into the portal and can only be used via the API. |
| Manager Role | Grants access to dashboards, campaign and list management, user management (CTU), data management, and reports for day-to-day system management. Restricts access to system configuration areas such as plans, IVR, DNIS mapping, result code admin, and scripting. |
| Operational Role | Grants access to all areas of the product except area code admin, system info, and target settings. Used for managing and maintaining the setup and configuration of the MaxContact system. |
| QA Role | Grants access to the QA section, including recording playback, coaching, and monitoring, plus the record history page. Download recordings, coach, and barge permissions are disabled by default. |
| Sys Admin | The highest access level available, with all areas of the product enabled by default. Used by the MaxSupport team and the SysAdmin user. |
| Team Leader Role | Restricts users to viewing only the campaigns, teams, and users assigned to their own team. Grants access to dashboards and wallboards, recording playback, coaching and monitoring, Callback Manager, record history, and campaign management with changes restricted. Also allows removing users from the system, and carries the same web agent permissions as the Agent Role. |
Creating a new role
- Click Create a group at the top of the page. A new blank role will appear in the permission groups list.
- Enter a name for the role in the Role Name field in the right-hand panel.
- Add the users you want in this role by clicking the + symbol next to their name in the Users panel. If you haven't created your users yet, do that first via the CTU.
- Configure the role settings. See the Role settings section below for a full description of each option.
- Tick the permissions you want this role to have in the permissions list.
- Click Save before navigating away from the page.
Assigning users to roles
Click on a permission group in the left-hand panel to open it. The Users in Group panel shows all users currently assigned to that role.
- Click the + symbol next to a user to add them to the role
- Click the – symbol next to a user to remove them from the role
Clicking on a user in the panel displays a star next to every role they are currently assigned to, making it easy to see a user's full permissions at a glance.
Note. Assigning a user to multiple permission groups can cause conflicting permission issues. It is strongly recommended to assign each user to only one role. If a user needs access to features from different roles, clone the most appropriate role and combine the permissions into a single custom role instead.
Role settings
Clicking on a role loads its settings in the right-hand panel. The fields at the top of the panel control the role's general behaviour before you reach the individual permission checkboxes.
| Field | Description |
|---|---|
| Role name | The name of the role. Can be edited at any time. Shown in the permission groups list on the left. |
| Active | When ticked, the role is active, and its permissions apply to assigned users. Untick to deactivate the role without deleting it. |
| Description | A free-text description of the role and its intended use. Useful for distinguishing between similar roles as the number of custom roles grows. |
| Role type | Groups the role into a category for organisational purposes. Does not affect the permissions granted. |
| Password policy | Assigns a password policy to users in this role. Password policies are created and managed in Plans. |
| Filter data | When checked, users in this role can only view campaigns, lists, and recordings associated with the teams they belong to. Restricts visibility to their own scope of work. |
| Filter lists to permissions | When checked, users in this role can only see lists for the running campaigns they are part of when viewing dashboards. Narrows the dashboard view to their active campaigns only. |
Below these settings, all available permissions are listed as individual checkboxes. Tick or untick each one to grant or remove that permission for users in this role. For a full reference of what each permission does, see the Permission Definitions article.