Defining contact center user roles
A role is a combination of privileges and permissions which allow a user to access specific data and features within Voximplant Kit. Roles help you organize the effective operation of your contact center and properly distribute responsibilities.
The Voximplant Kit contact center supports several roles you can ascribe to users:
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 on the Settings > General or Settings > Users (groups) tabs for all users or the user group.
User group settings override the general settings.
The following Voximplant Kit sections are available for agents:
Workspace
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 manage the number of agents in 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.
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)
History (managed agents)
Settings > 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 cannot change statuses.
Extensions: managers can generate/change extensions.
Channels: managers can create channels.
Skills: managers can create, edit, and remove skills of users with the Supervisor and Agent roles.
Tags: managers can create, edit, and remove tags that are not used in any scenario.
DNC lists: managers can create, edit, and remove DNC lists are not bound to any PDS campaign.
The following Voximplant Kit sections are available for managers:
Workspace
Live monitoring
Reports
History
Settings (partially)
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, 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
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 More options 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.
Neither of the roles can edit personal profile settings of other users (avatar, email address and password, interface language and timezone).