Role Permissions

User access to CxEngage is provided with an assigned role. Roles include permissions that determine what the user can view or edit.

Permission Table

The table below explains the various permissions that can be assigned to user roles in CxEngage.

 

Permission Name Permission Description Default Roles
Administrator Supervisor Agent Access Controlled Supervisor
AGENT_EXPERIENCE_METRICS_VIEW Users with the AGENT_EXPERIENCE_METRICS_VIEW permission can see the default welcome screen statistics and have the ability to select statistics in the global footer in the Skylight suite of products. X X X  
AGENT_EXPERIENCE_TRANSFER_MENU_AGENTS_VIEW Users with the AGENT_EXPERIENCE_TRANSFER_MENU_AGENTS_VIEW permission have the Agent list available in their transfer menu. Users without this permission would not have the Agent list visible to them for a transfer. This does not impact Transfer Lists. If a Transfer List is assigned to an agent, they will be able to view and select any agents within that list. X X X  
AGENT_EXPERIENCE_TRANSFER_MENU_QUEUES_VIEW Users with the AGENT_EXPERIENCE_TRANSFER_MENU_QUEUES_VIEW permission have the Queues list available in their transfer menu. Users without this permission would not have the Queues list visible to them for a transfer. This does not impact Transfer Lists. If a Transfer List is assigned to an agent, they will be able to view and select any queues within that list. X X X  
ARTIFACTS_CREATE_ALL

Users with the ARTIFACTS_CREATE_ALL permission can create artifacts owned by the tenant.

X      
ARTIFACTS_READ_ALL

Users with the ARTIFACTS_READ_ALL permission can view all of the artifacts that are owned by the tenant.

X X X  
ARTIFACTS_READ_SELF

Users with ARTIFACTS_READ_SELF can read all artifacts for interactions they have participated in and which are owned by the tenant.

  X X  
ARTIFACTS_LIFECYCLE_POLICY_CREATE

Users belonging to a role with this permission can create new and update existing artifact lifecycle policies for the tenant.

 X      
ARTIFACTS_LIFECYCLE_POLICY_READ

Users belonging to a role with this permission can view all artifact lifecycle policies for the tenant.

 X      
ARTIFACTS_LIFECYCLE_POLICY_DELETE

Users belonging to a role with this permission can disable artifact lifecycle policies for the tenant.

 X      
ARTIFACT_MANAGEMENT_REQUESTS_READ

Users belonging to a role with this permission can view all artifacts requests for the tenant.

 X      
ARTIFACTS_MANAGEMENT_REQUESTS_CREATE_LOCK

Users belonging to a role with this permission can add artifact locks to the tenant. This prevents moving or deleting an artifact.

 X      
ARTIFACTS_MANAGEMENT_REQUESTS_REMOVE_LOCK

Users belonging to a role with this permission can remove existing artifact locks from the tenant. This allows for moving or deleting of an artifact.

 X      
ARTIFACTS_MANAGEMENT_REQUESTS_DELETE_ARTIFACT

Users belonging to a role with this permission can delete artifacts from Active and Archive storage in the tenant.

 X      
ASSIGNED_REPORTS_READ Users belonging to a role with this permission can view reports and dashboards that are explicitly shared with them using access controlled reports. X     X
ASSIGN_REPORTS Users belonging to a role with this permission can add users to access controlled reports to begin sharing the reports or dashboards with them or remove users from access controlled reports to stop sharing the reports or dashboards with them. X      
BARGE_ALL_CALLS Users with the BARGE_ALL_CALLS permission are able to barge in on calls that they are silently monitoring by unmuting their microphone. X X    
CHANNEL_HISTORY_READ Users with the CHANNEL_HISTORY_READ permission are able to read the history from the messaging channels available on the tenant. X X

X

  
CHANNELS_CREATE Users with the CHANNELS_CREATE permission are able to create messaging channels. X      
CHANNELS_DELETE Users with the CHANNELS_DELETE permission are able to delete existing messaging channels from the tenant. X      
CHANNELS_READ Users with the CHANNELS_READ permission are able to read the names of the messaging channels available on the tenant. X X X  
CHANNELS_UPDATE Users with the CHANNELS_UPDATE permission are able to update messaging channels. X      
CONFIG_REPORTING_BI_VIEW Users with the CONFIG_REPORTING_BI_VIEW permission can see the Historical Reporting menu option under the Reporting menu in the configuration user interface. X     X
CONTACTS_ASSIGN_INTERACTION

Users with the CONTACTS_ASSIGN_INTERACTION permission can assign an interaction to a contact record. As a result, the interaction is listed in the contact's interaction history.

X X X  
CONTACTS_ATTRIBUTES_CREATE

Users with the CONTACTS_ATTRIBUTES_CREATE permission can create new custom attributes that will be available for all contacts on the tenant.

X      
CONTACTS_ATTRIBUTES_READ

Users with the CONTACTS_ATTRIBUTES_READ permission can view a list of all attribute fields associated with contact records. This permission enables administrators to view the available attributes so they can manage them.

X X X  
CONTACTS_ATTRIBUTES_UPDATE

User with the CONTACTS_ATTRIBUTES_UPDATE permission can edit custom attributes that will be available for all contacts on the tenant.

X      
CONTACTS_CREATE

Users with the CONTACTS_CREATE permission can create new contact records on the tenant including specifying values for custom attributes.

X X X  
CONTACTS_DELETE

Users with the CONTACTS_DELETE permission can delete contacts on a tenant.

 X X X  
CONTACTS_INTERACTION_HISTORY_READ

Users with the CONTACTS_INTERACTION_HISTORY_READ permission can view all of a contact's interaction history on a tenant.

X X X  
CONTACTS_LAYOUTS_CREATE

Users with the CONTACTS_LAYOUTS_CREATE permission can create new layouts which can be assigned to the tenant.

X      
CONTACTS_LAYOUTS_DELETE

Users with the CONTACTS_LAYOUTS_DELETE permission can delete layouts on a tenant. This permission also enables administrators to view the available layouts

 X      
CONTACTS_LAYOUTS_READ

Users with the CONTACTS_LAYOUTS_READ permission can 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.

X X X  
CONTACTS_LAYOUTS_UPDATE

Users with the CONTACTS_LAYOUTS_UPDATE permission can edit layouts on the tenant.

X      
CONTACTS_MERGE_UNMERGE

Users with the CONTACTS_MERGE_UNMERGE permission can merge contact records. Unmerging contacts isn't currently available.

X X X  
CONTACTS_READ

Users with the CONTACTS_READ permission can view contact records on the tenant including all of their custom attributes.

X X X  
CONTACTS_UPDATE

Users with the CONTACTS_UPDATE permission can update contact records on a tenant including specifying values for custom attributes.

X X X  
CREATE_BRANDINGS This permission should not be used for any role. Use the MANAGE_ALL_BRANDINGS permission to enable a role to create branding items in your tenant.        
CREATE_CHILD_TENANT Users with the CREATE_CHILD_TENANT permission are able to create new child tenants underneath the user's tenant. This permission implies/inherits the VIEW_CHILD_TENANTS permission. X      
CREATE_DISPOSITION_LIST Users with the CREATE_DISPOSITION_LIST permission are able to create new disposition lists on the tenant. X      
CREATE_DISPOSITIONS Users with the CREATE_DISPOSITIONS permission are able to create new dispositions on the tenant, such as a new campaign type or call resolution. X      
CREATE_PRESENCE_REASONS Users with the CREATE_PRESENCE_REASONS permission are able to create new presence reasons on the tenant, such as a new reason code for being unavailable. X      
CREATE_REASON_LIST Users with the CREATE_REASON_LIST permission are able to create new reason lists on the tenant. X      
CUSTOM_STATS_CREATE Users with the CUSTOM_STATS_CREATE permission are able to create customized statistics on a tenant. X      
CUSTOM_STATS_READ Users with the CUSTOM_STATS_READ are able to read/view the customized statistics on a tenant.

X

 X X  
CUSTOM_STATS_UPDATE Users with the CUSTOM_STATS_UPDATE permission are able to update existing customized statistics on a tenant. X      
DELETE_ALL_RECORDED_FILES Users with the DELETE_ALL_RECORDED_FILES permission are able to delete call recording files from a recording on a tenant. Doing so removes the link to the recording as well as the call recording file itself, but will leave the recording metadata intact. X      
DELETE_BRANDINGS This permission should not be used for any role. Use the MANAGE_ALL_BRANDINGS permission to enable a role to delete branding items in your tenant.        
DELETE_DISPOSITION_LIST Users with the DELETE_DISPOSITION_LIST permission are able to delete disposition lists from the tenant through the API. X      
DELETE_DISPOSITIONS Users with the DELETE_DISPOSITIONS permission are able to delete disposition codes from the tenant through the API. X      
DELETE_PRESENCE_REASONS Users with the DELETE_PRESENCE_REASONS permission are able to delete existing presence reasons from the tenant through the API. X      
DELETE_REASON_LIST Users with the DELETE_REASON_LIST permission are able to delete reason lists from the tenant through the API. X      
DIGITAL_CHANNELS_APP_READ Users with the DIGITAL_CHANNELS_APP_READ permission are able to view and select the digital channels apps on the tenant. For example, selecting the digital channel app when creating a chat widget. X      
FACEBOOK_INTEGRATIONS_APP_READ Users belonging to a role with the FACEBOOK_INTEGRATIONS_APP_READ permission will be able to view all Facebook integrations on a tenant. X      
FACEBOOK _INTEGRATIONS Users belonging to a role with the FACEBOOK_INTEGRATIONS_APP_UPDATED permission will be able to add/update Facebook integrations on a tenant.

X

 

      
IDENTITY_PROVIDERS_CREATE Users with the IDENTITY_PROVIDERS_CREATE permission are able to create new identity providers on their tenant. X      
IDENTITY_PROVIDERS_DELETE

Users with the IDENTITY_PROVIDERS_DELETE permission are able to disable existing identity providers on their tenant.

X      
IDENTITY_PROVIDERS_READ

Users with the IDENTITY_PROVIDERS_READ permission are able to get and display a list of all of the identity providers on their tenant.

X X    
IDENTITY_PROVIDERS_UPDATE

Users with the IDENTITY_PROVIDERS_UPDATE permission are able to modify the existing identity providers on their tenant.

X      
IMPERSONATE_REPORTING_USERS Users who have the IMPERSONATE_REPORTING_USERS permission can manage reports on behalf of another user. X      
INTERACTIONS_API_READ_ALL

Users with the INTERACTIONS_API_READ_ALL permission are able to use the Interactions API.

 X X X  
INTERACTION_ATTRIBUTES_CONFIG_READ

Users with INTERACTION_ATTRIBUTES_CONFIG_READ permission can view a list and configurations of all custom interaction attributes in their tenant. Users will also need this permission to view them in the Realtime Interaction Queue Table dashboard.

 X X    
INTERACTION_ATTRIBUTES_CONFIG_CREATE

Users with INTERACTION_ATTRIBUTES_CONFIG_CREATE permission can create new custom interaction attributes for their tenant. This permission implies/inherits the INTERACTION_ATTRIBUTES_CONFIG_READ permission.

 X      
INTERACTION_ATTRIBUTES_CONFIG_UPDATE

Users with INTERACTION_ATTRIBUTES_CONFIG_UPDATE permission can edit existing custom interaction attributes in their tenant. This permission does not allow editing the attribute's identifier or data type. This permission implies/inherits the INTERACTION_ATTRIBUTES_CONFIG_READ permission.

 X      
MANAGE_ALL_APP_CREDENTIALS Users with the MANAGE_ALL_APP_CREDENTIALS permission are able to add/remove/update any application credentials that are owned by the tenant. X      
MANAGE_ALL_BRANDINGS

Users with the MANAGE_ALL_BRANDINGS permission are able to update the UI branding for their tenant.

X      
MANAGE_ALL_BUSINESS_HOURS Users with the MANAGE_ALL_BUSINESS_HOURS permission are able to add/remove/update all of the business hour rules owned by that tenant. This permission implies/inherits the VIEW_ALL_BUSINESS_HOURS permission. X      
MANAGE_ALL_CAPACITY_RULES Users with the MANAGE_ALL_CAPACITY_RULES permission are able to modify the capacity rules for the tenant. This permission implies/inherits the VIEW_ALL_CAPACITY_RULES permission.

X

 X    
MANAGE_ALL_FLOWS Users with the MANAGE_ALL_FLOWS permission are able to add/remove/update flows that are owned by the tenant. This permission implies/inherits the VIEW_ALL_FLOWS permission. X      
MANAGE_ALL_GROUP_OWNERS Users with the MANAGE_ALL_GROUP_OWNERS permission are able to take ownership of a group or assign another user with this permission as the owner of a group. X      
MANAGE_ALL_GROUP_REASON_LISTS Users with the MANAGE_ALL_GROUP_REASON_LISTS permission are able to assign and unassign reason lists to groups on the tenant. X      
MANAGE_ALL_GROUP_USERS Users with the MANAGE_ALL_GROUP_USERS permission are able to add or remove users to/from any group that is owned by or shared with the tenant. This permission implies/inherits the VIEW_ALL_GROUPS permission. X      
MANAGE_ALL_GROUPS Users with the MANAGE_ALL_GROUPS permission are able to add/remove/update groups to/from a tenant. This permission implies/inherits the VIEW_ALL_GROUPS permission.

X

 X    
MANAGE_ALL_LISTS Users with the MANAGE_ALL_LISTS permission are able to add/remove/update all of the lists that are owned by the tenant through the API. X      
MANAGE_ALL_LOCATIONS

Users with the MANAGE_ALL_LOCATIONS permission are able to add/remove/update locations owned by the tenant. This permission implies/inherits the VIEW_ALL_LOCATIONS permission.

 X      
MANAGE_ALL_MEDIA Users with the MANAGE_ALL_MEDIA permission are able to add/remove/update all media files that are owned by or shared with the tenant. This permission implies/inherits the VIEW_ALL_MEDIA permission. X      
MANAGE_ALL_MESSAGE_TEMPLATES Users with the MANAGE_ALL_MESSAGE_TEMPLATES permission are able to add/remove/update message templates on a tenant. X      
MANAGE_ALL_PROVIDERS Users with the MANAGE_ALL_PROVIDERS permission are able to add/remove/update all of the providers that are owned by the tenant. This permission implies/inherits the VIEW_ALL_PROVIDERS permission. X      
MANAGE_ALL_QUEUES Users with the MANAGE_ALL_QUEUES permission are able to add/remove/update queues that are owned by the tenant. this permission implies/inherits the VIEW_ALL_QUEUES permission. X      
MANAGE_ALL_REALTIME_DASHBOARDS Users with the MANAGE_ALL_REALTIME_DASHBOARDS permission are able to add/remove/update the realtime dashboard reports that are owned by or shared with the tenant. X      
MANAGE_ALL_RECORDINGS Users with the MANAGE_ALL_RECORDINGS permission are able to create new recordings and update existing ones on a tenant. This permission does not allow for users to delete recording files, as that function requires the DELETE_ALL_RECORDED_FILES permission. X      
MANAGE_ALL_REPORTS Users with the MANAGE_ALL_REPORTS permission are able to add/remove/update all reports that are owned by the tenant. This permission implies/inherits the VIEW_ALL_REPORTS permission. X      
MANAGE_ALL_RESOURCE_SELECTION Users with the MANAGE_ALL_RESOURCE_SELECTION permission are able to add/remove/update all of the resource selection strategies that are owned by the tenant. This permission imples/inherits the VIEW_ALL_RESOURCE_SELECTION permission. X      
MANAGE_ALL_ROLES

Users with the MANAGE_ALL_ROLES permission are able to add/remove/update user roles that are owned by the tenant. This permission implies/inherits the VIEW_ALL_ROLES permission.

X      
MANAGE_ALL_SKILLS

Users with the MANAGE_ALL_SKILLS permission are able to add/remove/update all of the skills that are owned by or shared with the tenant, including the users who have that skill assigned.

Note: Supervisors need to be able to view and manage group members and add skills from within the User Management page in the UI. To enable this, the MANAGE_ALL_SKILLS and MANAGE_ALL_ROLES permissions have been added to the default Supervisor role, however it should not be able to access the Skills or Group Management pages.

X

 X    
MANAGE_ALL_TRANSFER_LISTS Users with the MANAGE_ALL_TRANSFER_LISTS permission are able to add/update/remove the transfer lists on a tenant. X      
MANAGE_ALL_USER_EXTENSIONS Users with the MANAGE_ALL_USER_EXTENSIONS permission are able to add or remove extensions to and from all users on the tenant. This permission implies/inherits the VIEW_ALL_USERS and VIEW_ALL_PROVIDERS permissions. X      
MANAGE_ALL_USER_LOCATIONS

Users with the MANAGE_ALL_USER_LOCATIONS permission are able to add/remove users to/from any locations owned by or shared with the tenant.

 X      
MANAGE_ALL_USER_PASSWORDS Users with the MANAGE_ALL_USE_PASSWORDS permission are able to send password reset emails to any user on the tenant, and can also set a user's password to a specific value. X      
MANAGE_ALL_USER_REASON_LISTS Users with the MANAGE_ALL_USER_REASON_LISTS permission are able to assign and unassign reason lists to users. X X    
MANAGE_ALL_USER_SKILLS Users with the MANAGE_ALL_USER_SKILLS permission are able to add or remove users to/from any skill and update a user's skill proficiency for any skills owned by or shared with the tenant. X      
MANAGE_ALL_USER_STATE Users with the MANAGE_ALL_USER_STATE permission are able to modify the presence state of all users on the tenant. X X    
MANAGE_ALL_USERS

Users with the MANAGE_ALL_USERS permission can update the platform level user details of another user, if they have a role that includes this permission on every tenant that the user being updated belongs to.

The platform level user details that can be updated are first name, last name, and external ID. Because these details are stored at the platform level, the user's details are changed across all of their tenants.

  • If you belong to tenants A and B as an Administrator for both, and an agent belongs to either or both of those tenants, you can update their details.
  • If you belong to tenants A as an Administrator and tenant B as another role without this permission, and an agent belongs to tenant A, you can update their details. You cannot, however, update the details of an agent in tenant B.
  • If you belong to tenant A as an Administrator, and an agent belongs to tenants A and B, you cannot update their details.
  • If an agent belongs to tenants A and B, and an you belong to tenant A only, you can not update their details.
X      
MANAGE_ALL_USERS_DIRECTION

Users with the MANAGE_ALL_USERS_DIRECTION permission are able to modify the direction of all users on the tenant, between inbound and outbound work.

X X    
MANAGE_CAMPAIGN_CALL_LISTS

Users with the MANAGE_CAMPAIGN_CALL_LISTS permission are able to upload call lists to a campaign on the tenant.

This feature isn't currently available. Stay tuned!

       
MANAGE_CAMPAIGNS

Users with the MANAGE_CAMPAIGNS permission are able to view and modify all of the campaigns for a tenant.

This feature isn't currently available. Stay tuned!

       
MANAGE_DO_NOT_CONTACT

Users with the MANAGE_DO_NOT_CONTACT permission are able to add/remove/update the Do Not Contact lists owned by the tenant. This permission implies/inherits the VIEW_DO_NOT_CONTACT permission.

This feature isn't currently available. Stay tuned!

       
MANAGE_MY_DIRECTION

Users with the MANAGE_MY_DIRECTION permission are able to modify the direction of their user profile on that tenant, between inbound and outbound work.

X X    
MANAGE_MY_EXTENSIONS Users with the MANAGE_MY_EXTENSIONS permission are able to add, remove, and update their extensions from their own user account on the tenant.

X

 X X  
MANAGE_OWN_USER_STATE Users with the MANAGE_OWN_USER_STATE permission are able to modify their own presence state on the tenant.

X

 X X  
MANAGE_SKILL_PROFICIENCY

Users assigned to a role with the MANAGE_SKILL_PROFICIENCY permission can view the Skills Management list and modify a user's level of Proficiency on the detail panel for a specific skill in the tenant.

Note: This does not permission to add or remove skills or users.

 X      
MANAGE_TENANT Users with the MANAGE_TENANT permission are able to update the tenant details, including the tenant name and the owner of the tenant. X      
MANAGE_TENANT_DEFAULTS Users with the MANAGE_TENANT_DEFAULTS permission are able to update the default settings and configurations for the tenant. X      
MANAGE_TENANT_ENROLLMENT Users with the MANAGE_TENANT_ENROLLMENT permission are able to invite (add) or remove users to and from the tenant. X      
MANAGE_TENANT_LOOK_AND_FEEL Users with the MANAGE_TENANT_LOOK_AND_FEEL permission are able to update the default appearance and feel from the default tenant settings. X      
MAP_ALL_CONTACT_POINTS Users with the MAP_ALL_CONTACT_POINTS permission are able to map or unmap all of the contact points to/from a flow. This permission implies/inherits the VIEW_ALL_CONTACT_POINTS permission. X      
MESSAGING_USER_CONFIG_READ Users with the MESSAGING_USER_CONFIG_READ permission are able to read the configuration of any person on the tenant. X X    
MESSAGING_USER_STATE_READ Users with the MESSAGING_USE_STATE_READ permission are able to read the presence state of any person on the tenant. X X    
MESSAGING_USER_STATE_UPDATE Users with the MESSAGING_USER_STATE_UDPATE permission are able to update the presence state of any person on the tenant. X      
MESSAGING_USERS_CREATE Users with the MESSAGING_USERS_CREATE permission are able to create participants in the tenant for messaging channels. X      
MESSAGING_USERS_DELETE Users with the MESSAGING_USERS_DELETE permission are able to delete the participants for messaging channels in the tenant through the API. X      
MESSAGING_USERS_READ Users with the MESSAGING_USERS_READ permission are able to list all of the participants for messaging channels in the tenant. X X    
MESSAGING_USERS_UPDATE Users with the MESSAGING_USERS_UPDATE permission are able to update the participants for messaging channels in the tenant. X      
MONITOR_ALL_CALLS Users with the MONITOR_ALL_CALLS permission are able to silently monitor calls currently in progress for any agent in the tenant to which they belong.

X

 X    
NOTES_CREATE_ALL

Users with the NOTES_CREATE_ALL permission are able to create notes within Skylight Desktop for their tenant.

X X X  
NOTES_READ_ALL

Users with the NOTES_READ_ALL permission are able to view all of the notes within Skylight Desktop for their tenant.

X X X  
NOTES_READ_SELF

Users with the NOTES_READ_SELF permission can read notes for interactions that they participated in which are owned by the tenant.

        
OUTBOUND_IDENTIFIER_CREATE Users with the OUTBOUND_IDENTIFIER_CREATE can create outbound identifiers and outbound identifier lists on a tenant. X      
OUTBOUND _IDENTIFIER_READ Users with the OUTBOUND_IDENTIFIER_READ permission can view all outbound identifiers and outbound identifier lists on a tenant. X X X  
OUTBOUND_IDENTIFIER_ASSIGN Users with the OUTBOUND_IDENTIFIER_ASSIGN permission can assign outbound identifier lists to users, skills, and groups on a tenant. X      
OUTBOUND_IDENTIFIER_MODIFY Users with the OUTBOUND_IDENTIFIER_MODIFY can modify outbound identifiers and outbound identifier lists on a tenant. X      
PURCHASE_CONTACT_POINTS Users with the PURCHASE_CONTACT_POINTS permission are able to purchase new or release unused contact points to/from a flow. This permission implies/inherits the VIEW_ALL_CONTACT_POINTS permission. X      
QM_ENABLE Users with the QM_ENABLE permission can access CxEngage Quality Management (CxQM).        
READ_BRANDINGS

This permission should not be used for any role. Use the MANAGE_ALL_BRANDINGS permission to a role to view branding items in your tenant.

     
READ_DISPOSITION_LIST Users with the READ_DISPOSITION_LIST permission are able to view/fetch all of the disposition lists on a tenant.

X

 X X  
READ_DISPOSITIONS Users with the READ_DISPOSITIONS permission are able to view/fetch all of the disposition codes on a tenant.

X

 X X  
READ_PRESENCE_REASONS Users with the READ_PRESENCE_REASONS permission are able to view/fetch all of the presence reason codes on a tenant.

X

 X X  
READ_REASON_LIST Users with the READ_REASON_LIST permission are able to view/fetch all of the presence reason lists on a tenant.

X

 X X  
RECORDING_DOWNLOAD Users with the RECORDING_DOWNLOAD permission are able to download recordings that are on the tenant. X X    
REPORTS_READ_ALL Users with the REPORTS_READ_ALL permission are able to view and list all of the reports that are owned by or shared with this tenant. X      
SHARE_DISPOSITIONS Users with the SHARE_DISPOSITIONS permission are able to share the disposition codes from this tenant to child tenants. X      
SHARE_PRESENCE_REASONS Users with the SHARE_PRESENCE_REASONS permission are able to share the presence reason codes from this tenant to child tenant. X      
STANDARD_REPORTS_SCHEDULE_ALL Users with the STANDARD_REPORTS_SCHEDULE_ALL permission are able to schedule standard reports that are owned by or shared with the tenant. X      
SUPERVISE_USERS

Users with the SUPERVISE_USERS permission can be designated as the supervisor of another user on the tenant.

This feature isn't currently available. Stay tuned!

X      
TENANT_IDENTITY_PROVIDER_DEFAULT_UPDATE

This feature isn't currently available. Stay tuned!

       
TERMINATE_INTERACTIONS Users with the TERMINATE_INTERACTIONS permission are able to kill interactions on the tenant. X      
UPDATE_BRANDINGS

This permission should not be used for any role. Use the MANAGE_ALL_BRANDINGS permission to enable a role to update the branding items in your tenant.

       
UPDATE_DISPOSITION_LIST Users with the UPDATE_DISPOSITION_LIST permission are able to update and disable the existing disposition lists owned by the tenant. X      
UPDATE_DISPOSITIONS Users with the UPDATE_DISPOSITIONS permission are able to update or delete the existing disposition codes owned by the tenant. X      
UPDATE_PRESENCE_REASONS Users with the UPDATE_PRESENCE_REASONS permission are able to update or disable the existing presence reason codes owned by the tenant. X      
UPDATE_REASON_LIST Users with the UPDATE_REASON_LIST permission are able to update or disable the existing presence reason lists owned by the tenant. X      
USER_IDENTITY_PROVIDER_UPDATE

Users with the USER_IDENTITY_PROVIDER_UPDATE permission are able to the change the identity provider for a user on their tenant. This permission is required for a user to be able to specify which identity provider a tenant will use when a new user is created or an existing user's profile is being modified.

x      
USER_IDENTITY_PROVIDER_VIEW

Users with this permission can change the identity provider that a user on the tenant uses. Users that don’t have this permission can't specify which identity provider another user on the tenant uses when creating a new or modifying an existing user. Users with this permission will also inherit IDENTITY_PROVIDERS_READ permissions in order to fetch available identity providers to display on the user page so they can update the identity providers.

x x    
VIEW_ALL_BUSINESS_HOURS Users with the VIEW_ALL_BUSINESS_HOURS permission are able to view and list all of the business hour rules owned by or shared with a tenant.

 

 X X  
VIEW_ALL_CAPACITY_RULES Users with the VIEW_ALL_CAPACITY_RULES permission are able to view and list all of the capacity rules on a tenant.        
VIEW_ALL_CONTACT_POINTS Users with the VIEW_ALL_CONTACT_POINTS permission are able to view and list all of the contact points owned by or shared with a tenant. X      
VIEW_ALL_FLOWS Users with the VIEW_ALL_FLOWS permission are able to view and list all of the flows that are owned by or shared with the tenant. X      
VIEW_ALL_GROUP_REASON_LISTS Users with the VIEW_ALL_GROUP_REASON_LISTS permission are able to view and list all of the presence reason lists for all groups on the tenant.

X

 X    
VIEW_ALL_GROUP_USERS Users with the VIEW_ALL_GROUP_USERS permission are able to view and list all of the users that belong to a group on a tenant.

X

 X    
VIEW_ALL_GROUPS Users with the VIEW_ALL_GROUPS permission are able to view and list all of the groups that are owned by or shared with the tenant along with their associated details, including who the group owners and supervisors are as well as members of the group.

X

 X   X
VIEW_ALL_LISTS Users with the VIEW_ALL_LISTS permission are able to view and list all of the lists that are owned by or shared with the tenant. X X X  
VIEW_ALL_LOCATIONS

Users with the VIEW_ALL_LOCATIONS permission are able to view and list all of the locations owned by or shared with the tenant along with their associated permissions, including who belongs to the role.

X

 X    
VIEW_ALL_MEDIA Users with the VIEW_ALL_MEDIA permission are able to view and list all of the media files that are owned by or shared with the tenant. X      
VIEW_ALL_MESSAGE_TEMPLATES Users with the VIEW_ALL_MESSAGE_TEMPLATES permission are able to view all the messaging templates on their tenant. X X X  
VIEW_ALL_MONITORED_CALLS

Users with the VIEW_ALL_MONITORED_CALLS permission are able to view the silent monitoring audit logs for the tenant to which they belong.

This feature isn't currently available. Stay tuned!

X

 X    
VIEW_ALL_PROVIDERS Users with the VIEW_ALL_PROVIDERS permission are able to view and list all of the providers that are owned by or shared with the tenant. X      
VIEW_ALL_QUEUES

Users with the VIEW_ALL_QUEUES permission are able to view and list all of the queues that are owned by or shared with the tenant.

Note: To transfer calls to other agents and queues from within the toolbar, agents must be able to view a list of users and queues. To view users within the UI, the MANAGE_ALL_SKILLS or MANAGE_ALL_GROUPS permission is required. To view queues within the UI, the MANAGE_ALL_QUEUES permission is required.

X

 X X X
VIEW_ALL_REALTIME_DASHBOARDS Users with the VIEW_ALL_REALTIME_DASHBOARDS permission are able to view and list all of the realtime dashboard reports that are owned by or shared with the tenant.

X

 X    
VIEW_ALL_RECORDINGS Users with the VIEW_ALL_RECORDINGS permission are able to view and list all of the call recordings for a tenant.

X

 X   X
VIEW_ALL_REPORTS Users with the VIEW_ALL_REPORTS permission are able to run/view any reports that are owned by or shared with the tenant. X      
VIEW_ALL_RESOURCE_SELECTION Users with the VIEW_ALL_RESOURCE_SELECTION permission are able to view and list all of the resource selection strategies that are owned by or shared with the tenant. X      
VIEW_ALL_ROLES Users with the VIEW_ALL_ROLES permission are able to view and list all of the roles that are owned by or shared with the tenant along with their associated permissions, including who belongs to the role.

X

 X    
VIEW_ALL_SKILLS Users with the VIEW_ALL_SKILLS permission are able to view and list all of the skills that are owned by or shared with the tenant. X      
VIEW_ALL_SKILL_USERS

Users with the VIEW_ALL_SKILL_USERS permission are able to view all of the users that are assigned to a skill on the tenant under User Management > Skills.

 X X    
VIEW_ALL_TRANSFER_LISTS Users with the VIEW_ALL_TRANSFER_LISTS permission are able to view all of the transfer lists on a tenant. X X X  
VIEW_ALL_USER_GROUPS Users with the VIEW_ALL_USER_GROUPS permission are able to view all of the groups that a user on the tenant belongs to. X X    
VIEW_ALL_USER_SKILLS Users with the VIEW_ALL_USER_SKILLS permission are able to view all of the skills that are assigned to a user on the tenant under User Management > Users. X X   X
VIEW_ALL_USERS Users with the VIEW_ALL_USERS permission are able view and list all of the users on the tenant.

X

 X X X
VIEW_ALL_USERS_DIRECTION

Users with the VIEW_ALL_USERS_DIRECTION permission are able to view the direction of all users on the tenant, between inbound and outbound.

This feature isn't currently available. Stay tuned!

X X   X
VIEW_CAMPAIGN_CALL_LISTS

Users with the VIEW_CAMPAIGN_CALL_LISTS permission are able to view the campaign call lists that have been uploaded to a tenant.

This feature isn't currently available. Stay tuned!

       
VIEW_CAMPAIGNS

Users with the VIEW_CAMPAIGNS permission are able to view the campaigns that exist on a tenant.

This feature isn't currently available. Stay tuned!

X X    
VIEW_CHILD_TENANTS Users with the VIEW_CHILD_TENANTS permission are able to view and list all of the child tenants from the parent tenant that they belong to.        
VIEW_DO_NOT_CONTACT

Users with the VIEW_DO_NOT_CONTACT permission are able to view and list all of the Do Not Contact lists that are owned by or shared with the tenant.

This feature isn't currently available. Stay tuned!

X X    
VIEW_MY_DIRECTION

Users with the VIEW_MY_DIRECTION permission are able to view the direction of their users on a tenant, between inbound and outbound.

This feature isn't currently available. Stay tuned!

X X    
VIEW_MY_RECORDINGS Users with the VIEW_MY_RECORDINGS permission are able to view and list the recordings for the calls that they have taken on the tenant.     X  
VIEW_MY_USER_REASON_LISTS Users with the VIEW_MY_USER_REASON_LISTS permission are able to view all of the presence reason lists that are assigned to them and the groups that they belong to.

X

 X X  
VIEW_RTA_UPDATES Users with the VIEW_RTA_UPDATES permission are able to view the RTA updates for the tenants to which they belong. X X X  
WEB_INTEGRATIONS_APP_READ Users belonging to a role with the WEB_INTEGRATIONS_APP_READ permission are able to view all web integrations on a tenant. For example, a chat messaging integration.        
WEB_INTEGRATIONS_APP_UPDATE Users belonging to a role with the WEB_INTEGRATIONS_APP_UPDATE permission are able to add/remove/update web integrations on a tenant. For example, editing details for a chat messaging integration.        
WFM_HISTORICAL Users with WFM_HISTORICAL permission are able to use the REST API to view historical interaction data. X X X  
WFM_RTA Users with WFM_RTA permission are able to use the REST API to request Realtime Adherence (RTA) data. X X X  
WHATSAPP_INTEGRATIONS_APP_READ Users with the WHATSAPP_INTEGRATIONS_APP_READ permission are able to view all WhatsApp integrations on a tenant. X      
WHATSAPP_INTEGRATIONS_APP_UPDATE Users with the WHATSAPP_INTEGRATIONS_APP_UPDATE permission are able to update any WhatsApp integrations on their tenant. X      

 

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