• 5.19 • 5.3 • 5.8

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 recommends 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

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.

Create personal chat invitation link

The Create personal chat invitation link privilege lets users view the Create direct chat invitation link button in Agent Desktop. Clicking this button generates a direct chat URL that agents can send to a client so they can continue an ongoing interaction using chat.

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).


	In order to merge contacts, a user must have both the Delete contacts and Edit contacts privileges.

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

Remotely monitor calls: Allows users to remotely monitor calls via the Monitor Call scenario block by providing their user ID and PIN. If a user without this permission attempts to authenticate with the Monitor Call block, it will result in an access denied conditional exit.

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.).

View real-time transcripts of voice conversations: Allows authorized users to access and view live transcripts of voice and chat interactions. Viewing real-time transcripts of voice conversations requires the Speech to Text feature to be enabled. To access this privilege, your service provider must turn on Enable Real-time voice transcript delay and bot-based agent assist.


	Assigning this privilege won't affect agents currently logged in. They won't see real-time transcripts or Agent Assist suggestions even if they have the required permission. To access these features, agents will need to log out and log back in after the privilege is assigned.

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

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 users full access to calling lists and do-not-call (DNC) lists. Absence of this privilege does not affect the ability to associate existing lists with campaigns.

Manage scenarios: The Manage scenarios privilege allows users to create, view, and edit scenarios. Absence of this privilege does not affect the 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 the 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 allows the user to perform SMS/MMS API requests.

Use Task Routing API: This privilege allows the user to perform Task Routing API requests.

Supervision

All assigned teams combined view: When enabled, this privilege shows 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 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.


	The ability to set configured alerts as system-wide defaults is controlled via the Set alerts for real-time metrics system-wide privilege. If the user does not have this privilege, the Alert Configuration dialog of Agent Desktop provides 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 and remove metrics from any real-time metric views of Agent Desktop. The user may also change the order in which the metrics appear in the table views. The absence of this privilege does not affect the user's ability to add and remove services and campaigns from real-time metric views. The ability to set created real-time metric views as system-wide defaults is controlled via the Set real-time metric views system-wide privilege.

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 while allowing 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 the 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. To use this privilege, the user must also have the 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. 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

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 Inactivity and Scheduled Logouts: Users of agent applications with this privilege will not be affected by inactivity or scheduled logouts. They will remain logged in.

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. This privilege is enabled only for the pre-defined System Administrator role by default.

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

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

Configure Contact Forms and fields: The Configure Contact Forms and field privilege allows users to edit contact, activity history, 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 Contact Center Administrator, and 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, and 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, and 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.


	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.

Manage Campaign and Team Dialing Restrictions: Allows users to add, delete, edit, and assign service level and team level restriction classes. Without this privilege, users can only view the restriction classes.

Manage Default Dialing Restriction Class: Allows users to manage the default dialing restriction class.

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 or she supervises or is a member. Supervisors with this privilage may move users between any team under their supervision.


	If a supervisor of multiple teams has the Manage users privilege and moves a user between teams, the skills of that user will change to match the services associated with the destination team, even if the supervisor does not have the skills "Manage all services", "Manage assigned services and campaigns", or "Manage skills".

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

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.


	The availability of data on the Agent Desktop Home Screen is not affected by this privilege, with the exception of the wallboard icon.

Bypass phone number masking: This privilege allows the user to see unmasked phone numbers in the Agent Desktop, even when the Call Center Configuration General Setting "Mask phone numbers" is enabled.

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

This setting is not assigned to any roles by default.

Can update final dispositions: This privilege enables 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. Users can customize the look and display of their Agent Desktop wallboard using these elements. 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. All interactions related to a case are deleted when a case is 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.

The 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, ensure 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 users to make canned chat responses available to all other contact center agents. 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. To get a snapshot, the user must be connected to the agent in one of the call monitoring modes, and the user must also 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 and pull shared wallboards from a global pool.


	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 the 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

Listening to call recordings and viewing 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.

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