5.19:Contact-center-administrator-guide/UsersandTeams/Privileges

• 5.19 • 5.3 • 5.8

<translate>= Privileges =

Contact Center Administrator > Roles > Properties Tab

Registered users of your Bright Pattern Contact Center solution are assigned privileges that can be used to control access to various contact center functions. Privileges are arranged in the same way as they appear on the Roles page of the Contact Center Administrator application. For general information about privileges and roles, see section Roles.

Privileges are organized into seven categories (i.e., groups):

Interaction Handling
Quality Management
Security and Administration
Service and Campaign Administration
Supervision
System Administration
Miscellaneous Management Functions
BPO Client


	Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. After making changes to privileges, Bright Pattern Contact Center recommend that all affected agents re-login to Agent Desktop. Any supervisors using these privileges apply toward the contact center's use license limit (i.e., the number of allowed supervisors).

Interaction Handling group

Access full-screen Agent Desktop: The Access full-screen Agent Desktop privilege allows users to enable full-screen Agent Desktop view within CRM applications. Because CRM systems typically have their own email and case management capabilities, the full-screen mode normally would be used by supervisors only.

Delete contacts: The Delete contacts privilege allows the deletion of contacts. If enabled, users can delete individual contacts via the Agent Desktop. When a contact is deleted, its activity history is deleted too. Cases are not deleted automatically.

Edit contacts: The Edit contacts privilege provides write access to contacts. If enabled, users can create new contacts and modify any fields in existing contacts (but not activity history).

Force pop-out phone window: The Force pop-out phone window privilege allows the user to open Agent Desktop in a pop-out window. For more information, see section Understanding Screen-Pop of the Agent Guide.


	Enabling this privilege is generally not recommended for delivering activity forms or other web content to agents via screen pop. If the user has any privileges in the Supervision group (see below), the user will not be able to open Agent Desktop in a pop-out window even if the user has this privilege.

Handle automatically distributed interactions: The Handle automatically distributed interactions allows users to receive calls from a service queue and preview records. This basic privilege allows the user to perform typical call center agent work (i.e., provide services over the phone and participate in outbound campaigns). The ability to handle customer chat or email interactions is controlled via separate privileges (see Handle email and cases and Handle service chat).

Handle email and cases: When enabled, the Handle email and cases privilege allows users to handle email interactions with customers as well as create and process customer cases, which may include interactions of any media type.

Handle leads: Reserved.

Handle service chats: With the Handle service chats privilege, the user may handle chat interactions with customers. This includes chat interactions started by customers via SMS.


	The ability to initiate a chat with a customer via SMS is controlled by the Initiate SMS conversation privilege. The Send internal chats privilege controls the ability to use internal chat.

Initiate SMS conversation: The Initiate SMS conversation privilege allows the user to initiate chats with customers via SMS.

Initiate and conduct remote assist sessions: The Initiate and conduct remote assist sessions privilege allows users to use the Remote Assist feature to initiate and conduct native remote assistance sessions with customers.

Listen to call recordings and view chat transcripts on assigned services: With this privilege, the user may review call recordings and chat transcripts of the services that the user is qualified to handle (i.e., has corresponding service skills).

Listening to own call recordings and view own chat transcripts: This privilege provides Agent Desktop users the capability, via activity history, to access recordings where the agent participated (at least partially). This privilege applies to Agent Desktop only.

Login to Agent Desktop: Login to Agent Desktop allows users to log into Agent Desktop and perform basic back-office telephony functions. Any user needing access to Agent Desktop must have this privilege.


	This privilege alone is insufficient for performing typical contact center agent work. Any user who logs into Agent Desktop will be counted as a concurrent user for the duration of the login session. Service providers may impose a limit on how many users may be logged on concurrently.

Login to Mobile app: This privilege is required in order to allow users to log into the Bright Pattern Contact Center Mobile app. The Mobile app allows users to handle customer interactions from a supported Android or iOS device. For more information, see the Mobile App Admin Guide.


	This privilege is not included in any predefined roles.

Make external calls: A user with the Make external calls privilege may make external calls and blind transfers to external destinations from Agent Desktop. If the user does not have this privilege, an attempt to make an external call or blind transfer results in an error message displayed on Agent Desktop.


	The absence of this privilege does not prevent users from making external calls using the dial pad of their hardphones.

Mask interaction content: The Mask interaction content privilege allows users to mask fragments of original customer email text, chat text, and images. For more information, see section How to Mask Sensitive Data of the Agent Guide.


	Prior to Bright Pattern Contact Center version 5.10.0, this setting was previously known as Mask original email content.

Modify own identification data: The Modify own identification data privilege allows the user to be able to modify specific fields of the user profile. If the privilege is not present, the following fields are locked: First Name, Last Name, Chat Nickname

See other agents/teams in directory: This privilege lets the user see all configured teams and team members in the Agent Desktop directory and view their current availability (presence). For more information, see section How to Use the Directory of the Agent Guide.

See other agents’ cases: See other agents’ cases allows the user to see cases handled by other agents. If the user does not have this privilege, the user will be able to see only cases with which the user has worked. This privilege only affects case search. The absence of this privilege does not affect the user's ability to receive emails related to existing cases that the user has not worked on.

Send internal chats: The Send internal chats privilege allows the user to initiate internal chat conversations.

Start recording of interactions: With this privilege, the user may start call recording.

Stop recording of interactions: Stop recording of interactions allows the user to stop call recording.

Transfer calls: The Transfer calls privilege allows the user to transfer customer interactions to consultation parties and host conferences (both via consultation and single-step). The absence of this privilege does not affect the user's ability to make blind transfers of customer interactions or transfer or conference internal calls.

Transfer cases: The Transfer cases privilege allows the user to transfer cases. When enabled, the Handle email and cases privilege allows users to handle email interactions with customers as well as create and process customer cases, which may include interactions of any media type.

Use Calendar: The Use Calendar privilege enables users to use the Agent Desktop calendar for scheduling.

Use Favorites tab: Use Favorites tab is an agent-level privilege that controls whether users can see and set favorites from the Agent Desktop application. This privilege is an agent behavior control to prevent users from dialing destinations they should not based on FCC/TCPA and organizational rules.

Use Recent Calls tab: The Use Recent Calls tab privilege lets the user restrict access to recent calls. This privilege uses TCPA manual dialing to limit which agents can access recent calls.

Use RightNow: Use RightNow allows the user to use Agent Desktop embedded into the Oracle Service Cloud application (formerly called RightNow). This privilege enables access to the Agent Desktop widget within Oracle Service Cloud. For more information, see the Oracle Service Cloud Integration Guide.

Use ServiceNow: Use ServiceNow allows the user to use Agent Desktop embedded into the ServiceNow application. This privilege enables access to the Agent Desktop widget within ServiceNow. For more information, see the ServiceNow Integration Guide.

Use Zendesk: With the Use Zendesk privilege, the user may use Agent Desktop embedded into the Zendesk application. This provides privileged access to the Agent Desktop widget within Zendesk. To enable a full-screen Agent Desktop view within Zendesk, the user must also have the Access full Agent Desktop privilege. For more information, see the Zendesk Integration Guide.

View content of all emails: When enabled, View content of all emails allows users to view the contents of all email interactions, including those not associated with the services they are skilled to handle.

View content of emails on assigned services: When enabled, View content of emails on assigned services allows users to view the contents of email interactions associated only with the services they are skilled to handle (i.e., not all emails).


	The restriction applies only to the email body and attachments. The user can still view the email metadata (e.g., timestamp, sender, receiver, etc.).

Quality Management

Accept/dispute evaluations of their interactions by others: Accept/dispute evaluations of their interactions by others allows users to accept or dispute a quality management evaluation of themselves.

Assign evaluations and calibrations: Assign evaluations and calibrations allows users to assign quality management evaluations and calibrations to other users.

Confirm evaluations of supervised agents: Confirm evaluations of supervised agents allows users to accept or dispute quality management evaluations of users with the Supervisor role.

Delete evals completed by anyone: Delete evals completed by anyone allows the user to delete evaluations of agents in the user's assigned team unless the privilege Manage evaluations across teams is enabled for the same user.

Delete evals completed by themselves: Delete evals completed by themselves allows users to delete quality management evaluations completed by themselves.

Edit evaluation forms: evaluation forms allows the user to edit quality management evaluation forms in the Evaluation Form Editor application. If a form is assigned to a service or campaign, to edit it, one needs either the Manage all services and campaigns privilege or the Manage assigned services and campaigns privilege to edit that service.

Edit public interaction searches: Edit public interaction searches allows users to edit the public searches seen in Agent Desktop, section Quality Management > Eval Home.

Evaluate agent interactions: Evaluate agent interactions allows users to evaluate agent interactions Agent Desktop, section Quality Management.

Evaluate own interactions: Evaluate own interactions allows users to evaluate their own interactions and is assigned to agents by default. Supervisors or evaluators are meant to confirm these evaluations.


	These evaluations can be confirmed by a user's supervisor or a supervisor assigned to a user's team only.

Manage evaluations across teams: Manage evaluations across teams removes the restriction of only applying actions and accessing the quality management evaluations of the agents in the teams assigned to the user.

See evals of self: See evals of self allows users to see their quality management evaluations as completed by other users.

Security Administration Group

Can edit and erase interaction records: This privilege must be assigned to the user account used for retrieval of interaction content and related metadata via the Interaction Content API.
Grant all privileges: Grant all privileges allows the user to grant any privilege, regardless of the user's May grant or revoke settings with respect to specific privileges. This is helpful during product upgrades where new privileges may be introduced.

Manage roles and security settings: With this privilege enabled, the user has full access to the following settings:

Service and Campaign Administration group

Configure reporting settings: With this privilege enabled, the user has full access to the following settings:

Configure system-wide settings: The Configure system-wide settings privilege gives the user full access to all pages of the following menus: Tasks, Call Center Configuration, and Quality Management. For tasks, all users who have the Configure system-wide settings privilege enabled receive an email notification each time a scheduled task fails.

Control campaign operations: Control campaign operations enables the user to view and control assigned campaigns via Agent Desktop.


	A user must have this privilege to be selected as a service/campaign operator via the Services and Campaigns & Assignments page. In Agent Desktop, access is limited to campaigns where the user is assigned as an operator. If this privilege is revoked from a user, the user's name appears in red in the list of operators of any services/campaigns the user may have been previously assigned to operate.

Edit knowledge base: The Edit knowledge base privilege gives the user full access to the Knowledge Base via the Contact Center Administrator application. It also allows users to create articles in the Knowledge Base via Agent Desktop. Access to the Knowledge Base via the Agent Desktop application is provided in the context of the services the user can handle.

Manage leads: Reserved.

Manage all services and campaigns: The Manage all services and campaigns privilege allows the user to configure all existing services campaigns regardless of whether the user is assigned to them as an administrator. To assign teams to campaigns, the user must also have the Manage teams privilege. Another privilege exists to enable users to access only assigned service campaigns (see below).


	To prevent the user from creating new services and campaigns, both these privileges must be disabled.

Manage assigned services and campaigns: With this privilege, the user has full access to configuration of the services and campaigns that the user is assigned to as an administrator. For more information, see section Services and Campaigns - Assignments Tab.


	To assign teams to a service/campaign, the user must also have the Manage teams privilege. Another privilege exists to enable users to access all configured campaigns regardless of assignment (see above). To prevent the user from creating new campaigns, both these privileges must be disabled.

Manage caller IDs within services and campaigns

The ability to view, add, delete, or change the properties of caller IDs in services and campaigns is limited to users with this privilege.

Manage lists

The Manage lists privilege gives the user full access to calling lists and do-not-call (DNC) lists. Absence of this privilege does not affect the user’s ability to associate existing lists with campaigns.

Manage scenarios

The Manage scenarios privilege allows the user to create, view, and edit scenarios. Absence of this privilege does not affect the user’s ability to configure scenario entries and associate such entries with existing scenarios.

Manage skills

With the Manage skills privilege, the user may create and edit existing auxiliary skills and assign skills to agents with specific levels.

Start campaigns and enable lists

The Start campaigns and enable lists privilege allows a user to start/stop campaigns and enable/disable campaign lists.

Update content of calling lists

The Update content of calling lists privilege allows a user to modify content of existing calling lists. Users without the Update content of calling lists privilege cannot:

Add records to a list manually
Change any settings in the periodic import section of the Lists > Properties configuration page
Access the 'Run Import Now' function
Invoke API requests that add, change or delete the contents of calling lists

Use SMS/MMS API

This privilege must be assigned to the user account used for authentication of SMS/MMS API requests.

Supervision group

All assigned teams combined view

When enabled, this privilege will show, on the supervisor's home screen, the agents from all teams assigned to the logged in supervisor, specifically with the following metrics:

State
Time in State
Not Ready Reason (if not ready for a reason)
Team (new metric)
Active interactions

It shows all services that are the teams are assigned to (individual services can be hidden if needed), specifically the following metrics:

Calls in Queue
Service Level
Number of Agents in Queue
Number of Ready Agents
Current Max Wait Time (for calls in Queue)

Change alert configuration

Users with the Change alert configuration privilege may enable/disable alerts available for some real-time metric displayed via Agent Desktop, change their appearance, and modify threshold values that trigger such alerts.

Note that the ability to set configured alerts as system-wide defaults is controlled via a separate privilege (see Set alerts for real-time metrics system-wide).

If the user does not have this privilege, the Alert Configuration dialog of the Agent Desktop will provide read-only information about the current alert configuration.

Change real-time metric views

The Change real-time metric views privilege allows the user to add metrics to, and remove them from, any real-time metric views of the Agent Desktop application. The user may also change the order in which the metrics appear in the table views.

Absence of this privilege does not affect the user’s ability to add services and campaigns to, and remove them from, real-time metric views.

Note that the ability to set created real-time metric views as system-wide defaults is controlled via a separate privilege (see Set real-time metric views system-wide).

Define/View subteams of selected agents

The privilege Define/View subteams of selected agents enables subteam controls to be displayed in Agent Desktop and the Reports portal. In addition, the privilege allows users to switch between them. Subteams are smaller groups of agents that supervisors have selected from full teams.

Force agent states

The Force agent states privilege allows the user to change current agent states of members of any team that the user is assigned to supervise.

Monitor agent screen

When enabled, the Monitor agent screen privilege allows the user to view and monitor the screens of a selected agent that the user is assigned to supervise.

Monitor interactions

The Monitor interactions privilege allows the user to connect to calls handled by agents that the user is assigned to supervise in silent monitoring, coaching, and barge-in modes. For more information, see section Call Monitoring, Coaching and Barge-In of the Supervisor Guide.

Set alerts for real-time metrics system-wide

This privilege allows the user to set alerts that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have privilege Change alert configuration.

Set real-time metric views system wide

Set real-time metric views system wide allows the user to set real-time metric views that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have the privilege Change real-time metric views.

For more information, see section Customization of Metric Views of the Supervisor Guide.

View real-time agent metrics

View real-time agent metrics allows the user to view real-time metrics for the agents of the teams that the user is assigned to supervise.

View real-time service metrics

With View real-time service metrics, the user may view real-time metrics for all services associated with the teams that the user is assigned to supervise.

Absence of this privilege does not affect the user’s ability to view campaign-specific metrics. To prevent access to these metrics, use privilege Control campaign operations (see above).

System Administration group

Privileges associated with system administration are described as follows.

Allow recording export API access

This privilege must be assigned to the user account used for retrieval of interaction content and related metadata via the Interaction Content API].

Bulk Export/Import Contacts

When enabled, the privilege Bulk Export/Import Contacts allows the export/import icon on the Agent Desktop Contacts screen to be shown.

Bypass Single Sign-On

Users with this privilege can log in to any Bright Pattern application (e.g., Contact Center Administrator, Agent Desktop, etc.) via a direct authentication method (i.e., with Bright Pattern username and password), even if a corporate-level single sign-on (SSO) is configured for the given contact center.

Reasons for bypassing a single sign-on environment could include the need to provide only short-term access to a specific user (i.e., local, temporary account creation) or as a backup sign-in procedure should the SSO process not function as desired.

Users without the privilege should not be able to log in with their Bright Pattern creds when SSO is enabled; they should, however, be able to log in when it is disabled. By default, this privilege is enabled only for the pre-defined System Administrator role.

If SSO is configured for a contact center, users with this privilege can bypass single sign-on by using special URLs that take the following form:

https://<tenant.domain.com>/admin/?bypass-sso=1

https://<tenant.domain.com>/agentdesktop/?bypass-sso=1

Configure Contact Forms and fields

The Configure Contact Forms and field privilege allows users to edit contact, activity history, and augmentation and case forms.

Configure directory

The Configure directory privilege allows the user to create and modify external contacts that appear in the Directory of the Agent Desktop application.

Manage BPO Clients

When enabled, the Manage BPO Clients privilege allows users to:

Create, edit, and delete BPO clients in the Contact Center Administrator application
Assign forms and teams to BPO clients

Manage PBX Hunt Groups

Enabling the Manage PBX Hunt Groups privilege allows users to:

Create, edit, and delete hunt groups
Assign users to hunt groups

Manage PBX Call Pickup Groups

Enabling the Manage PBX Call Pickup Groups privilege allows users to:

Create, edit, and delete call pickup groups
Assign users to call pickup groups

Manage all teams

If granted the Manage all teams privilege, the user may

create teams and change configuration of all existing users and teams
create users and change configuration of existing users, provided that the user also has the Manage users privilege (see below)
assign skills to, and change skill levels of, all existing agents, provided that the user also has the Manage skills privilege (see above)

For more information, see sections Users, Teams, and Skill Levels.

Note that if a user is assigned as a supervisor of a particular team, the absence of this privilege does not affect the user’s ability to change most of the configuration settings of the given team and its current members.

=== -center-administrator-guide/DialingRestrictions | Dialing Restrictions]].

Manage phones

The Manage phones privilege gives the user full access to configuration of softphones, hardphones, access numbers, and scenario entries. Absence of this privilege does not affect the user’s ability to assign phone numbers to users.

Manage users

The Manage users privilege allows the user to create users and change the configuration of existing users within the team he is part of or that he is a supervisor of.

Manage users call recording settings

The Manage users call recording settings privilege allows users to change other users' Record Calls/Do Not Record Calls setting.

Privileged Access IP Range

The Privileged Access IP Range privilege allows users (e.g., administrators) to be able to log in to the system from any IP address (e.g., a public place such as a coffee shop). Without this privilege, users can only log in from specific IP addresses.

Publish help

Publish help gives the user full access to configuring help screens.

View audit log

With the View audit log privilege, the user can view the audit log.

View usage data

The View usage data privilege allows the user to access to reports about usage of telecom carriers’ resources via Contact Center Administrator > Reports > Usage.

Miscellaneous Management Functions group

Access Real-time Stats API

The Access Real-time Stats API privilege gives the user access to applications that are connected to Bright Pattern Contact Center via the Real-time Stats API; this includes viewing the wallboard application. Note: The availability of data on the Agent Desktop Home Screen is not affected by this privilege, with the exception of the wallboard icon.

Can see contents of email push queues

This privilege allows supervisors of teams with the push distribution method enabled to view push queues. Push queue items appear in team queues when the “All Services with Push Queues” option is selected; however, it is possible to select only one service and see only its queue.

While looking at a push queue, a supervisor can:

Sort the queue as they like (i.e., using existing pull queue sort controls)
Assign an item to an agent
Assign one or more items to another queue and skill requirement
Open an item to work with
Delete an item or mark it as spam

Note that this setting is not assigned to any roles by default.

Can update final dispositions

This privilege users to update dispositions when final. A final disposition can be updated in the interaction record by clicking the Change Disposition button. For more, see the Agent Guide.

For more information about interaction records, see section Interaction Records Search and Search Results.

Can use agent seat maps

This privilege is reserved.

Customize Wallboards

The Customize Wallboards privilege allows additional elements to appear on the user's wallboard. These elements include title, selector, flip arrows, and menu. Using these elements, users can customize the look and display of their Agent Desktop wallboard. Using the Wallboard Layout Editor, cards and cells can be added, deleted, scaled, and expanded using mouseovers, click-and-drag, and drag-and-drop movements.

Delete cases

The Delete cases privilege allows the deletion of cases. If enabled, users can delete individual cases via the Agent Desktop. When a case is deleted, all interactions related to a case are deleted.

Download recordings and transcripts

With this privilege, the user may download call/screen recordings, chat transcripts, and email messages from the interaction search and review pages of the Contact Center Administrator application.

Listen to recordings linked to external CRM records

This privilege allows the user to listen to call recordings linked to activity history in the CRM records.

Listening to all call recordings and view all chat transcripts

With Listening to all call recordings and view all chat transcripts, the user may review voice recordings and chat transcripts via the Contact Center Administrator application.

Absence of this privilege does not affect the user’s ability to review screen recordings in the Agent Timeline or email messages in the Interaction Search.

When removing this privilege from a user, make sure this user also does not have the privilege Listen to call recordings and view chat transcripts for assigned services in the BPO Client group (see below).

Manage canned chat responses system-wide

The Manage canned chat responses system-wide privilege allows the user to make canned chat responses available to all other agents of the contact center. For more information, see section How to Create and Edit Canned Chat Responses of the Agent Guide.

Pull screen pop

Pull screen pop allows the user to get snapshots of the Context Information Area of the desktops of agents that the user is assigned to supervise. Note that in order to be able to get a snapshot, the user must be connected to the agent in one of the call monitoring modes. Thus, the user also must have the privilege Monitor interactions (see above).

Push/Pull Global Wallboards

Users with the privilege Push/Pull Global Wallboards can push their personal wallboards to other users and/or teams, as well as pull shared wallboards from a global pool. Note that only global wallboards can be pulled.

View historical reports

The View historical reports privilege allows the user to generate and view reports via the Contact Center Administrator application. Absence of this privilege does not affect the user’s ability to access any of the general reporting settings or be a recipient of emailed scheduled reports.

View interaction records

With this privilege, the user may search for and review interaction records via the Contact Center Administrator application.

Absence of this privilege does not affect the user’s ability to generate and view the Call Detail Report or Email Detail Report. To prevent access to these reports, use privilege View historical reports (see above).

Watch agent screen recordings

The privilege Watch agent screen recordings allows supervisors to search for and view the screen recording sessions of agents on their teams. The screen recordings appear in interaction records in agent timeline searches. If a screen recording is available for the selected agent, and if the privilege is enabled, then the Watch screen recording button is shown to the supervisor.

BPO Client group

Listening to call recordings and view chat transcripts on services in reviewer role

With this privilege granted, the user may listen to call recordings and view chat transcripts of the services to which the user is assigned as a reviewer.

</translate>

< Previous | Next >