Skylight Permissions

The following permissions allow you to access Skylight and perform specific actions. The default roles (Administrator, Supervisor, and Agent) contain sufficient permission to access Skylight.

If you are using a custom role to log in to Skylight, you must have, at minimum, the following permissions in addition to the permissions included in the default Agent role:

  • CONTACTS_CREATE
  • CONTACTS_UPDATE
  • CONTACTS_READ
  • CONTACTS_MERGE_UNMERGE
  • CONTACTS_DELETE
  • CONTACTS_ATTRIBUTES_READ
  • CONTACTS_LAYOUTS_READ
  • CONTACTS_ASSIGN_INTERACTION
  • CONTACTS_INTERACTION_HISTORY_READ
  • ARTIFACTS_CREATE_ALL
  If a Skylight user reports that the Contact Management panel is not displaying, verify that their user role includes all Contact Management permissions.

To view which permissions are included in the default user roles, see Role Permissions.

Contact Management

These permissions are available for using Contact Management in Skylight:

Permission Name Description
CONTACTS_ASSIGN_INTERACTION Enables you to assign an interaction to a contact record. As a result, the interaction is listed when you access the contact's interaction history.
CONTACTS_READ Enables you to view contact records on the tenant including all of their custom attributes.
CONTACTS_CREATE Enables you to create new contact records on the tenant including specifying values for custom attribute.
CONTACTS_UPDATE Enables you to update contact records on the tenant including specifying values for custom attributes.
CONTACTS_INTERACTION_HISTORY_READ Enables you to view all of a contact's interaction history on the tenant.
CONTACTS_MERGE_UNMERGE Enables you to merge contacts records. Unmerging contacts isn't currently available.
CONTACTS_DELETE Enables you to delete contact records on the tenant.

Notes

These permissions are available for using Notes in Skylight:

Permission Name Description
NOTES_CREATE_ALL Enables you to create notes owned by the tenant.
NOTES_READ_ALL Enables you to read all notes owned by the tenant.
NOTES_READ_SELF Enables you to read all notes for interactions you participate in and which are owned by the tenant.

Contact Layouts

These permissions are available for using Creating Custom Contact Layoutsin the configuration interface:

Permission Name Description
CONTACTS_LAYOUTS_READ Enables you to view a list of all the layouts created on the tenant. This permission enables administrators to view the available layouts so they can manage them.
CONTACTS_LAYOUTS_CREATE Enables you to create new layouts which can be assigned to the tenant.
CONTACTS_LAYOUTS_UPDATE Enables you to edit layouts on the tenant.
CONTACTS_LAYOUTS_DELETE Enables you to delete layouts on the tenant. This permission enables administrators to view the available layouts so they can manage them.

Contact Attributes

These permissions are available for using Contact Attributes in the configuration interface:

Permission Name Description
CONTACTS_ATTRIBUTES_CREATE Enables you to create new custom attributes that will be available for all contacts on the tenant.
CONTACTS_ATTRIBUTES_UPDATE Enables you to edit custom attributes that will be available for all contacts on the tenant.
CONTACTS_ATTRIBUTES_READ Enables you to view a list of all the attribute fields associated with contact records. This permission enables administrators to view the available attributes so they can manage them.

Artifacts

These permissions are available for making API calls relating to artifacts (emails, recordings, and transcripts) or to review artifacts in the History tab for a contact:

Permission Name Description
ARTIFACTS_READ_ALL Enables you to read all artifacts owned by the tenant.
ARTIFACTS_READ_SELF Enables you to read all artifacts for interactions they have participated in and which are owned by the tenant.
ARTIFACTS_CREATE_ALL Enables you to create artifacts owned by the tenant.

Reporting

Permission Name Description
AGENT_EXPERIENCE_METRICS_VIEW Enables you to see the default welcome screen statistics and have the ability to select statistics in the global footer in the Skylight suite of products