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Roles and Administrators
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Roles and Administrators

Question 

What type of roles are available and what can they do?

Applies To

Virtual Contact Center (VCC)

Answer

Types of Roles:

  • Super User: Every Virtual Contact Center tenant has a predefined Super User role that has unrestricted administrative rights to configure and manage all objects in Configuration Manager. The Primary Administrator assumes the Super User role. You cannot edit or revoke permissions of the Super User role, but you can assign multiple administrators to the role. Any administrator in the Super User role inherits configuration rights to all administrative areas. When they log in to Configuration Manager, they have access to all the functionality available to the tenant. 
  • System Default: When creating a new user, you can assign the System Default role to the administrator. The System Default role has viewing permissions only. However, you can modify the permissions by allowing other rights such as Write, Create, and Edit.
  • Custom Role: Any administrator with permissions to the Security tab is capable of creating roles. You can create a custom role with custom privileges and assign administrators to that role. A custom role is any role defined by an administrator, while the Super User role is system-defined. An administrator assigned to a custom role may be referred to as the Secondary Administrator. Based on the permissions, a Secondary Administrator may have full or partial configuration rights. When this administrator logs in to Configuration Manager, they have access to areas granted for the role only. For example, a campaign manager who is granted privileges to create campaigns only sees Campaigns in the Configuration Menu.

Additional Information

Features

Role-based management offers the following features:

  • Ability to distribute tenant configuration among multiple roles and administrators.
  • Ability to create and manage multiple administrator roles.
  • Availability of predefined Super User role with unrestricted access to the tenant configuration. The tenant's Primary Administrator inherits the Super User role.
  • Ability to assign multiple administrators to the Super User role.
  • Ability to assign administrative privileges to selective groups, or queues, or channels.
  • Each administrator can assume a single role at a given time.
  • Each role can have multiple administrators assigned to it.
  • Password security policies common to agents and administrators.
  • Ability to filter and sort roles list by different fields facilitating quick access to data.
  • Ability to filter and sort administrators list by different fields.

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