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.

Agent
Supervisor
Manager
Administrator
Owner
User access and permissions in tables

Agent

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.

User group settings override general settings.

The following Voximplant Kit sections are available for agents:

Workspace
Call history (with limitations, see the table below)
Messaging history (with limitations, see the table below)
Missed calls history (with limitations, see the table below)

Supervisor

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) and can view and partially edit their managed PDS campaigns in the Automation > PDS campaigns section.

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.

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 Live monitoring > Conversations section to track conversations of their group agents, unassigned conversations, and bot conversations.
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
Automation > PDS campaigns (limited access to view and edit the campaigns they are assigned to as supervisors with editor permissions, see the table below)
Live monitoring (active conversations, managed groups, queues, and PDS campaigns)
Reports (managed groups, queues, and PDS campaigns)
Calls and messaging history (with limitations, see the table below)
Missed calls history (with limitations, see the table below)
Setup > Contact center > Users (only active users of the supervisor’s groups)

Manager

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 do not have access to the Statuses section.
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

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, rent 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

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.

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

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

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

Live monitoring and statistics

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

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

Functions	Owner/Admin	Manager	Supervisor	Agent
View call and messaging history	Allowed	Allowed	Allowed to view call and message history of their group agents. If allowed in the general CC or group settings, can view their own call and messaging history. Not allowed to view billing information and conversation details.	If allowed in the general CC or group settings, can view their own call and messaging history. Not allowed to view billing information and conversation details.
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

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

Functions	Owner/Admin	Manager	Supervisor	Agent
Process conversations	Allowed	Allowed	Allowed	Allowed

General settings

Functions	Owner/Admin	Manager	Supervisor	Agent
View and edit general settings	All sections	Call permissions, Contact details, and Dialing settings. No access to the Statuses section.	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, delete template collections	Allowed	Allowed	Forbidden	Forbidden
Add, edit, delete message templates, actions with templates	Allowed (omnichannel and HSM templates)	Allowed (omnichannel templates)	Allowed: creation and actions with omnichannel templates from collections bound to supervisor groups	Forbidden
Create DNC lists	Allowed - all actions	Allowed - all actions	Allowed to create and edit DNC lists	Forbidden
Add push certificates	Allowed	Forbidden	Forbidden	Forbidden

Outbound campaigns

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	Allowed to see the list of PDS campaigns they are assigned to with editor permissions, not allowed to create/delete campaigns, add Caller IDs, assign supervisors	Forbidden
Change campaign settings (add, remove contacts)	Allowed	Forbidden	Limited permissions to manage PDS campaigns they are assigned to as editors	Forbidden

Other

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

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