What an administrator may see and change comes from two sources: the permissions on the administrator account itself and the administrator profiles assigned to it for individual skills. For a main administrator, neither matters — they may do everything.
Two sources of permissions
- You set permissions on the tab of the same name in the administrator’s dialog. They apply to everything that does not belong to a single skill: agents, flows, services, wallboards, reports and the global elements.
- Administrator profiles govern what an administrator may do with a particular skill: view or change its distribution rules in Automatic conversation distribution, see its conversations and run reports on them. On the Skills tab of the administrator, you assign a profile to each skill they are responsible for.
A profile can be used any number of times. Create a few profiles — for example “Team lead” and “Read only” — and assign them. If you change a profile, the change applies immediately to all administrators and skills to which it is assigned.
The three levels
Each permission has three levels. In the tables on the Permissions and ACD permissions tabs, you set them with two switches:
| Switch | Level | Effect |
|---|---|---|
| none | none | The area is hidden, and so are the fields in dialogs. |
| See | See | The area is visible; dialogs open read-only. The context menu only offers Show. |
| Change | Change | Create, edit and delete. Change also sets See. |
For new administrators and new profiles, everything is off.
Permissions on the administrator
Global elements
| Permission | Enables |
|---|---|
| Holiday configuration | Holidays |
| Activity configuration | Activities |
| Language configuration | Languages |
| Skill configuration | Skills: create, rename, delete. With Change, saving in Automatic conversation distribution is also always possible. |
| Skill qualification configuration | Qualifications › Skills |
| Language qualification configuration | Qualifications › Languages |
| VIP class filters | VIP class filters; also shows the VIP classes entry |
| VIP class configuration | whether you may change VIP classes |
| Boilerplate configuration | Boilerplates |
| Spell checker dictionary configuration | Dictionaries |
| Media configuration | Media with Media cases and Media data |
| Mailbox configuration | Mailboxes |
| External database configuration | External databases |
| ACD configuration, Campaign configuration | Routing group. ACD configuration also serves as the minimum level for the skills assigned to the administrator with a profile. |
The Global elements group appears as soon as one of the permissions for holidays, activities, languages, skills, qualifications, VIP classes, boilerplates or media is set to at least See. It only shows Dictionaries, Mailboxes, External databases and Routing group if it is already visible this way. It always shows the Skills entry.
Agents and groups
| Permission | Enables |
|---|---|
| Agent configuration | Agents: create, edit, delete, copy configuration and layout, export and import layouts, Sync with PBX, Logoff |
| Agent password | Reset password and Set SIP password in the Agents list |
| Agent profile configuration | Group definitions › Agent profiles and the profiles in the dialog of an agent |
| Skill group configuration | Group definitions › Skill groups |
| Language group configuration | Group definitions › Language groups |
Administration
| Permission | Enables |
|---|---|
| Administrator configuration | creating, changing and deleting accounts in Administrators |
| Administrator profile configuration | Administrator Profiles |
Flows, reports and wallboards
| Permission | Enables |
|---|---|
| Routing configuration | Flows: view with See; create, edit and delete with Change |
| Report design | Reporting module with Report design and Reports, as well as Dashboard. With Change, editing designs and Add copy, Make generally available, Create report from design. |
| Run reports | Reporting module › Reports |
| Wallboard display layer configuration | Wallboards › Display elements; with Change also Duplicate, Import, Export |
| Wallboard configuration | Wallboards › Wallboards |
For the Reporting module, the server also needs a license, see Licenses.
Operation and server configuration
| Permission | Enables |
|---|---|
| Service configuration | Status of services; with Change also pausing, resuming and switching Routing Services to active or passive |
| Performance counters | Performance Monitoring with all entries; with Change, editing indicators, severities and the alarm configuration |
| Alarms | in Severity, the commands Add, Higher, Lower and Delete |
| Online state configuration | Make Server Active and Make Server Passive on the ribbon |
| Banned contacts | the list of banned contacts in the server configuration |
| Histogram configuration | the Internal histogram group in the server configuration |
| Script configuration | the Script tab in the server configuration |
| Standby configuration | the Synchronization group in the server configuration |
| Dispatcher | the Contact center server group in the server configuration |
| Agents inactivity handling configuration | the Agent inactivity actions group in the server configuration |
The other parts of the server configuration are not tied to a permission of their own. Entries of the table that do not appear here do not enable an area of their own.
Administrator profiles
You manage the profiles in the Administrator Profiles area; for this, you need Administrator profile configuration.
- Right-click in the list and choose Add.
- Enter a Name and, if needed, a description.
- On the ACD permissions tab, set the permissions, see below.
- Click Save.
The permissions in the profile
Most permissions of a profile belong to a tab of Automatic conversation distribution. A tab follows the highest of its permissions: if one of them is set to Change, the tab can be edited.
| Tab | Permissions in the profile |
|---|---|
| Basic Data | Pick, Force feed conversations, Wait time threshold, Maximum wait time, Max conversations waiting |
| Call | Call priority, Call treat as VIP after, Call wrap-up, Known agent for calls, Warn call handling time, Call signaling time |
| Email system | Email priority, Email treat as VIP after, Email wrap-up, Known agent for emails, Warn email handling time, Email signaling time |
| Chat | Chat |
| Distribution scheme | Escalation scheme, Escalation delay, Max skill level, Max language level |
| Distribution strategy | Distribution strategy |
| Business hours | Business hours |
| Callback limits | Virtual queue |
| Constraints | Constraint hours |
| Classification | Classifiers |
| Holidays | Holidays |
Two permissions apply to an entire tab as long as the administrator does not have Skill configuration with Change: Virtual queue for Call and Email servers for emails for Email system. So set these two at least as high as the other permissions of their tab. The Voicemail tab is not tied to any permission.
Two further permissions do not belong to the conversation distribution:
- Contacts shows the Conversations area.
- Report allows reports on the skill: it shows the Reporting module and offers the skill and its agents in the selection of the reports.
None of the other entries of the table enables a tab. However, if one of them is set to See or Change, the skill appears in the Automatic conversation distribution list.
Assigning permissions per skill
- Open the administrator with a double-click in the Administrators list.
- Switch to the Skills tab. On the left is the Available skills list, on the right the Skill responsibilities (with profile) list.
- Drag the skills the administrator is to be responsible for to the right. With the keyboard, you move selected entries with → in the left list and with ← in the right list; Ctrl+A selects all.
- On the right, right-click a skill and choose the profile. The entry then shows it in parentheses, for example “Sales (Team lead)”.
- Click Save.
A skill without a profile grants no permissions. For a new administrator, the tab is locked until the account has been saved.
Which skills an administrator sees in Automatic conversation distribution follows from this: only those for which at least one permission in their profile is set to See or Change. A main administrator sees all of them.