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Contact center user roles

Roles in Voximplant Kit define user permissions to access specific data and features in the contact center. Voximplant Kit support 5 roles: Agent, Supervisor, Manager, Administrator, and Owner. You ascribe roles to users in the Setup > Contact center > Users section.

Contents

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Agent

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An Agent is a person who carries out the functions of the contact center. Agents handle inbound and outbound communication with customers, follow various communication scripts, and make conversation notes. Agents answer calls from queues and process conversation chats.

Agents can edit their profile settings (avatar, interface language and timezone), but cannot change their email addresses. Agents cannot edit their account details (role, skills, conversation settings).

Agents can use the softphone to perform outbound calls if this functionality is enabled in the Setup > General settings > Call permissions or Setup > Contact center > Users (groups) sections for all users or for the user group.

Note

User group settings override general settings.

The following Voximplant Kit sections are available for agents:

  • Workspace

  • Missed calls history (with limitations, see the table below)

Supervisor

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A Supervisor is responsible for leading a group or groups of agents in the contact center. You can assign supervisors to queues or PDS campaigns to help them control how their group agents perform in these queues or campaigns.

Supervisors manage agents of their groups: edit and mass edit their settings (skills, max. chats, and notify agents), monitor live conversations, listen to call recordings, and review live and historical reports. Supervisors can view user profiles of their agents in a display-only mode.

Supervisors with editor permissions can move their groups' agents between the reporting queues and PDS campaigns (in Live monitoring).

Supervisors can view live statistics and reports of their managed groups, queues, and PDS campaigns in the following scope:

  • A supervisor can access the Live monitoring > Groups section to see performance indicators of their groups and assigned agents.

  • A supervisor can access the Live monitoring > Queues section to review the summary table and Queue performance dashboard of the assigned queues. A supervisor can see the Agents performance table to review metrics of the managed group agents assigned to the supervisor's queue.

  • A supervisor can access the Live monitoring > PDS campaigns section to review the summary table and PDS campaign performance dashboard of the assigned campaigns. A supervisor can see the Agents performance table to review metrics of the managed group agents assigned to the supervisor's campaign.

Note

If a supervisor does not lead any group but manages a queue or campaign, they see only queue/campaign statistics (without agents). If a supervisor leads an agent group but does not manage the queue/campaign the group agents are assigned to, the queue/campaign metrics are not available to this supervisor.

  • A supervisor can access the Live monitoring > Agents section to monitor performance indicators of the managed group agents.

  • A supervisor has access to the Reports > Groups section to review reports of the managed groups.

  • A supervisor has access to the Reports > Queues section to review reports of the managed queues.

  • A supervisor has access to the Reports > PDS campaigns section to review reports of the managed campaigns.

  • A supervisor has access to the Reports > Agents section to review reports of the managed group agents.

  • A supervisor has access to the Reports > Overview section to review statistics of the managed queues.

Supervisors can edit their profile settings (avatar, email address and password, interface language and timezone). Supervisors cannot edit their account details (role, skills, conversation settings).

The following Voximplant Kit sections are available for supervisors:

  • Workspace

  • Live monitoring (managed groups, queues, and PDS campaigns)

  • Reports (managed groups, queues, and PDS campaigns)

  • Calls and messaging history (managed agents)

  • Missed calls history (with limitations, see the table below)

  • Setup > Contact center > Users (only active users of the supervisor’s groups)

Manager

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A Manager is responsible for agents and agent group supervisors in the contact center. Managers make sure that the agents and supervisors they oversee meet the company’s goals and provide high-quality service.

Managers can view real-time metrics of the contact center, monitor live conversations, and review historical statistics and reports.

Managers can edit their profile settings (avatar, email address and password, interface language and timezone) and account details, except their roles (skills, conversation settings). Managers can invite, edit, and block users with the Supervisor and Agent roles.

Managers can edit the contact center settings in the following scope:

  • General settings: managers can edit call permissions, contact details, and dialing settings, but cannot change statuses.

  • Extensions: managers can generate/change extensions.

  • Channels: managers can create SMS channels. Cannot create channels associated with functions and API tokens.

  • Skills: managers can create, edit, and remove skills, but cannot remove a skill if it is assigned to an employee.

  • Tags: managers can create, edit, and remove tags that are not used in any scenario.

  • Topic sets: managers can create, edit, and remove topic sets, but cannot remove a topic set if it is assigned to a queue/channel/campaign. Can manage topics nested in a topic set.

  • DNC lists: managers can create and edit DNC lists.

The following Voximplant Kit sections are available for managers:

  • Workspace

  • Live monitoring

  • Reports

  • History

  • Setup (with limitations, see the table below)

Administrator

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An Administrator is responsible for constructing various components and workflows of the contact center and applying real-time changes as necessary.

Administrators can work with scenarios, operate campaigns, purchase and delete telephone numbers, generate API tokens, create functions, etc. They can invite and edit users with the Agent, Supervisor, and Manager roles.

Administrators can edit their profile settings (avatar, email address and password, interface language and timezone) and account details, except their roles (skills, conversation settings).

Administrators have access to the entire functionality of Voximplant Kit, except the Billing section.

Owner

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By default, the system assigns the Owner role to the user who created the account. This is the only role until you purchase the contact center functionality.

The Owner has access to the entire functionality of Voximplant Kit with no exceptions.

Note

Only Owners can access the Billing section.

If required, you can transfer the Owner role to the users with the Administrator role. For that, go to Settings > Users and select the account owner. Then click the Action menu icon and select Edit user. In the Your role section, click Transfer ownership and select the admin to whom you want to transfer the Owner role.

User access and permissions in tables

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Settings: users and groups

Functions

Owner/Admin

Manager

Supervisor

Agent

View users’ list and profiles

Allowed for all users

Allowed for all users

Allowed for users of the managed groups

Allowed to view their user profile

Edit user profiles

Own personal settings

Own personal settings

Own personal settings

Own personal settings, except for an email

Invite new users

All lower roles

All lower roles

Forbidden

Forbidden

Block and archive users

All lower roles

All lower roles

Forbidden

Forbidden

Change user roles

All lower roles

All lower roles

Forbidden

Forbidden

Bulk edit users

Allowed – all options

Allowed – all options

Allowed to mass edit users of the managed groups (any role) in the following scope: edit skills, edit max number of chats, notify users

Forbidden

View group list

Allowed to view all groups

Allowed to view all groups

Allowed to view managed groups only

Forbidden

Create and manage groups

Allowed

Allowed

Forbidden

Forbidden

Important

Neither of the roles can edit personal profile settings of other users (avatar, email address, password, interface language, and timezone).

Live monitoring and statistics

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Functions

Owner/Admin

Manager

Supervisor

Agent

Monitor live conversations

Allowed

Allowed

Allowed to monitor live conversations of the manages groups' agents, unassigned conversations, and bot conversations

Forbidden

Join conversations to listen or talk

Allowed

Allowed

Allowed

Forbidden

View real-time metrics of queues and PDS campaigns

Allowed

Allowed

If a supervisor is assigned to a queue/campaign, they can view queue/campaign general statistics

Forbidden

View real-time metrics of agents

Allowed

Allowed

Allowed to view metrics of the managed groups’ agents

Forbidden

View real-time metrics of groups

Allowed

Allowed

Allowed to view metrics of the managed groups

Forbidden

Move agents between campaigns/queues

Allowed

Allowed

Configured when adding a supervisor to queues/campaigns

Forbidden

Historical reporting

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Functions

Owner/Admin

Manager

Supervisor

Agent

View queue/PDS campaigns’ reports

Allowed

Allowed

If a supervisor is assigned to a queue/campaign, they can view queue/campaign general statistics

Forbidden

View agents’ reports

Allowed

Allowed

Allowed to view metrics of the managed groups’ agents

Forbidden

View groups’ reports

Allowed

Allowed

Allowed to view metrics of the managed groups

Forbidden

View channels’ reports

Allowed

Allowed

Forbidden

Forbidden

View user status log

Allowed

Allowed

Allowed to view data of the managed groups’ agents

Forbidden

Call and messaging history

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Functions

Owner/Admin

Manager

Supervisor

Agent

View call and messaging history

Allowed

Allowed

Allowed to view call and message records of the managed groups’ agents. Not allowed to view billing information and conversation details.

Forbidden

View missed calls history

Allowed

Allowed

Allowed to view their own missed calls, calls of their groups and group agents, their queues and queue agents, including callback queues they are assigned to. Calls missed in scenarios are not available.

Allowed to view their own missed calls, calls of their groups and group agents, callback queues and queue agents they are assigned to. Calls missed in scenarios are not available.

View callback history

Allowed

Allowed

Allowed to view their own calls, calls of their group and queue agents, including callback queues they are assigned to.

Allowed to view their own calls, calls of their group agents (recording unavailable), calls of callback queues they are assigned to.

Export call records to TQM

Allowed

Allowed

Forbidden

Forbidden

Settings: queues

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Functions

Owner/Admin

Manager

Supervisor

Agent

Create and edit queues

Allowed

Allowed

Forbidden

Forbidden

Add queue members or move users between queues

Allowed

Allowed

Forbidden

Forbidden

Workspace

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Functions

Owner/Admin

Manager

Supervisor

Agent

Process conversations

Allowed

Allowed

Allowed

Allowed

General settings

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Functions

Owner/Admin

Manager

Supervisor

Agent

View and edit general settings

All sections

Call permissions, Contact details, and Dialing settings. Not allowed to edit statuses.

Forbidden

Forbidden

Create and edit channels

Allowed

Allowed to create SMS channels and delete channels. Not allowed to create channels associated with functions and API tokens.

Forbidden

Forbidden

Work with extensions

Allowed

Allowed

Forbidden

Forbidden

Create, edit, delete skills

Allowed, except for the skills assigned to a user

Allowed, except for the skills assigned to a user

Forbidden

Forbidden

Add, edit, delete tags

Allowed

Allowed to add, edit, delete tags. But! Not allowed to delete tags if they are used in scenarios.

Forbidden

Forbidden

Add, edit, delete topic sets

Allowed

Allowed to add, edit, delete topic sets. But! Not allowed to delete topic sets if they are used in queues/channels/campaigns.

Forbidden

Forbidden

Add, edit, delete a topic (inside a topic set)

Allowed

Allowed

Forbidden

Forbidden

Create DNC lists

Allowed - all actions

Allowed - all actions

Allowed to create and edit DNC lists

Forbidden

Outbound campaigns

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Functions

Owner/Admin

Manager

Supervisor

Agent

Work with scenarios

Allowed

Forbidden

Forbidden

Forbidden

Create an outbound campaign (automated or PDS)

Allowed

Forbidden

Forbidden

Forbidden

Manage campaigns (view data, pause, complete, or move a campaign)

Allowed

Forbidden

Forbidden

Forbidden

Change campaign settings (add, remove contacts)

Allowed

Forbidden

Forbidden

Forbidden

Outbound campaigns

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Functions

Owner/Admin

Manager

Supervisor

Agent

Integrations

Allowed

Forbidden

Forbidden

Forbidden

Security

Allowed

Forbidden

Forbidden

Forbidden

User activity log

Allowed

Forbidden

Forbidden

Forbidden

Functions

Allowed

Forbidden

Forbidden

Forbidden

Numbers

Allowed

Forbidden

Forbidden

Forbidden