Permission Definitions

 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