Permission Description (Old Navigation Page)

My Time

Agent Schedule

• My Schedule: View the schedule of the current agent.
• Other Schedules: View the schedule of other agents.

Trade

Trade: Allow Trading

Preference

• Calendar: View the calendar page of preferences.
• Details: View the details page of preferences.

Time-off

• Calendar: View the calendar page of the time-off.
• Details: View the details page of the time-off.

WFM

Configuration

• BU: Manage organizations in the WFM.
• Skill Queue: Synchronize skill queues in the AICC.
• Agent: Synchronize and manage basic agent information in the AICC.
  • Plain Text Display: Display agents' personal information in plaintext.
  • Move Agent: Change the organization to which an agent belongs.
• Site: Manage the organization of the WFM.
  • Move Agent: Manage the organization of the WFM.
• Color: Manage the color in the schedule view.
• Activity: Manage work items in the schedule.
• Notification: Manage notifications from the schedule.
  • Receive Notifications: Receive notifications from the schedule.
• State Group: Manage state group in the schedule.

The preceding editing permissions of the menu can be set separately.

Adherence

• Graphical
• Details: View agent adherence details.

Trade

• Trade List

  Approve Trade: A reviewer reviews a trade initiated by an agent.

Performance

• Monitor
• Intraday View

Schedule

• Scenario: Manage and configure schedule scenarios.
  • Publish: Publish schedule scenarios to the master schedule.
  • Edit: Edit schedule scenarios.
  • Build: Build schedule scenarios.
• Master Schedule: Manage the master schedule.
  • Edit: Edit the master schedule.
  • Approve: Approve the modified agent schedule information.
  • Clear: Delete the schedule information of an agent on a day.
  • Swap Shift: Swap the schedule information of two agents in the master schedule.
• Approve Change: Approve time-off and exception applications of agents and the change information inserted in the master schedule.

Calendar

• Calendar Item: Manage calendar items.
  • Change Status: Change the status of a calendar item, that is, change the priority of the calendar item, or publish the calendar item to the master schedule.
• Time-off Limit: Manage the restrictions on agents' time-off applications.

The preceding editing permissions of the menu can be set separately.

Policy

• Time-off: Manage all time-off types and rules of the schedule.
• Exception Type: Manage the information about all the non-working activities of the schedule.
• Shift: Manage the basic parameters of workdays for the schedule.
• Contract: Manage the work contracts of the schedule.
• Rotating Pattern: Manage the working period of the repeated sequence of the schedule.

The preceding editing permissions of the menu can be set separately.

Forecast

• Scenario: Manage the forecast scenarios and the data after the scenarios are constructed.
  • Adjust: Adjust the volume build data and staffing build data after forecasting.
  • Build: Build forecast scenarios.
  • Publish: Publish the forecast scenario to the master forecast.
• Overlay: Manage overlay events that affect volume data.
• Historical Data: Manage the IV and AHT of historical dates.
• Forecast Template: Manage forecast templates for outbound call activities.

The preceding editing permissions of the menu can be set separately.

Inspection

Manual Inspection

Manage manual inspection rating rules, inspection tasks, inspection categories, inspection relationships, and inspection objects, view inspection results, and apply for inspection review.

AI Inspection Rule

Manage AI inspection rules, including sensitive words, sentences, inspection rules, rating settings, and business scenarios.

AI Inspection Result Review

View the inspected call list, set sample inspection plans, and view and handle inspection tasks.

Text and Speech Analysis

Configure text analysis, manage indicator categories, search for keywords, display word frequency results, collect statistics on text analysis indicators, customize indicator contents, and export queried text analysis details.

Chatbot

-

Enable the chatbot function.

Tenant Administrator Home Page

-

Configure common functions on the home page to allow customers to view call center statistics.

Case Home

-

Use cases to create tasks to follow up customer requirements.

Intelligent Training

Intelligent training management

Training Task Management: Configure training task details.

Currently, the following configurable operation permissions are available:

• Exporting Training Tasks: Export training tasks.
• Editing Training Task Management: Edit task content.

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

My Training Tasks

My Tasks: An agent can participate in intelligent training tasks.

Currently, the following configurable operation permission is available:

• My Tasks: operation permission related to agent training tasks.

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Outbound Call DataSource Management

-

Back up and store outbound call data on other servers.

Intelligent automatic dialing

ISales Management

• ISales Task Management: Configure outbound call task details.

  The menu permissions include Manage all outbound call task data, Play Outbound Record, View Communication Records of Intelligent Outbound Calls, Export Communication Records of Intelligent Outbound Calls, and Export.

• Holiday: Set special dates and plan the execution time of outbound call tasks.

  Currently, the following configurable operation permission is available:

  • Edit Special Dates: Edit dates.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• ISales Task Monitor: Check the execution of outbound call tasks.

  Currently, the following configurable operation permission is available:

  • Exporting Monitoring Data of Outbound Call Tasks: permission to export the monitoring data of outbound call tasks.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Task Report: View the execution statistics report of outbound call tasks.

  Currently, the following configurable operation permission is available:

  • Exporting the Outbound Call Task Report: Export outbound call task report data.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Blacklist: Configure the outbound number blocklist to reduce invalid outbound calls.

  Currently, the following configurable operation permissions are available:

  • Importing the Outbound Call Blocklist: Import the blocklist data.
  • Exporting the Outbound Call Blocklist: Export existing blocklist data.
  • Editing an Outbound Call Blocklist: Edit the date.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Business Results: Define outbound call business results to summarize business status.

  Currently, the following configurable operation permission is available:

  • Edit Service Result: Edit business results and sub-business results.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• External Result: Define outbound call execution results.

  Currently, the following configurable operation permissions are available:

  • Edit Outgoing Call Display Result: Edit an external result.
  • Editing Outgoing Call Display Results in Batches: Edit external results in batches.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Data Attr: Configure different attributes for outbound call data and add customer information.

  Currently, the following configurable operation permissions are available:

  • Attributes of releasing or canceling releasing outbound call data: Release or cancel the release of outbound call data attributes.
  • Editing the Attributes of the Outbound Call Data: Edit the outbound call data attributes.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Call Template: Configure outbound call task templates to reference templates during outbound call task configuration.

  Currently, the following configurable operation permissions are available:

  • Releasing or Pausing an Outbound Call Template: Release or cancel the release of an outbound call template.
  • Editing an Outbound Call Template: Edit template content.
• Special List: Configure the special list to filter out invalid data during outbound call task execution.

  Currently, the following configurable operation permission is available:

  • Transfer to Blacklist/Misjudgment: Move a customer number to the blocklist/misjudgment list.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Agent Work Statistics: Collect statistics on the outbound call workbench and summarize outbound call tasks.

  Currently, the following configurable operation permission is available:

  • Exporting Agent Work Statistics: Export the outgoing call data of agents

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Multimedia Marketing Management: Perform multimedia marketing using SMS messages, emails, and WhatsApp messages.

  Currently, the following configurable operation permissions are available:

  • Exporting e-Media Marketing: Export marketing data.
  • Importing e-Marketing Data: Import marketing data.
  • Editing Multimedia Marketing Management: Configure marketing tasks.
  • Releasing or Suspending an E-Media Promotion Task: Release or suspend marketing tasks.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Outbound Call Business Report: View the outbound call business statistics report.

  Currently, the following configurable operation permission is available:

  • Exporting Service Result Report: Export business result data.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Ringback Tone Recognition: Recognize intention and automatically identify outbound call failures.

  Currently, the following configurable operation permission is available:

  • Updating RBT Information: Synchronize the latest RBT content.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Task Group Management: Manage the setting of the data import proportion of outbound call tasks.

  Currently, the following configurable operation permissions are available:

  • Importing a Task Group: Import task group information.
  • Edit Task Group: Configure task group information.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Outbound Execute

• Agent Outbound Call Task: Agents can view details about outbound call tasks.

  The Outbound Cal Send Email permission is included.

• Appointment Outbound: Agents can reserve outbound call tasks.

  The permissions include Adjusting Reserved Agents and Managing Reserved Outbound Call Records.

Outbound Call Configuration

• File Server: Upload outbound call task data from the server.

  Currently, the following configurable operation permission is available:

  • Edit File Server: Configure the connected outbound call service.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Mapping Rule: Customize the mapping rules for importing data related to outbound call tasks.

  Currently, the following configurable operation permission is available:

  • Edit Mapping Rule: Edit the rule content.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Outbound Call DataSource Management

Back up and store outbound call data on other servers.

Call Center Monitor

Monitor Configuration

• Monitor Relationship: Manage inspection relations between inspectors and agents.

  Currently, the following configurable operation permission is available:

  • Edit: Edit inspection relationships.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Full Screen Monitoring Configuration: Configure fullscreen monitoring indicators.

  Currently, the following configurable operation permission is available:

  • Edit: Edit full screen data.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Report Subscription: Configure subscribed reports and periodically send information about the subscribed reports to specified personnel via email.

  Currently, the following configurable operation permission is available:

  • Edit: Edit subscription report data.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

The following is the function permission for the system administrator, which does not need to be configured at the tenant level.

The permission is CMS System Configuration.

Monitor Management

• Agent Operation Details: View the connection operation details of agents in the tenant space.
• Call Link: View details and tracks of calls in the tenant space from 00:00 on the previous day.
• Index Monitor: View data about the VCC, IVRs, skill queues, and agents in the tenant space. The menu permissions include Multimedia IVR Monitor, RealTime Overview, Agent indicator monitoring, Skill Queue Monitor, Audio&Video IVR Monitor, and VCC Monitor. The function permission Call Center Monitor is for the system administrator, which does not need to be configured at the tenant level.
• Incoming Call Record: View information about abandoned customer calls, calls requiring callback, and inbound calls.

  Currently, the following configurable operation permission is available:

  • Export: Export query records on the pages for querying calls requiring callback and incoming calls.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Recording: View the voice and video call details of agents in the current tenant space. Inspectors (whose platform role is Quality checker) can preview or download recording files of agent calls.

  Currently, the following configurable operation permissions are available:

  • Play: Click the Play button on the Recording page.
  • Export: Export recording query records.
  • Recording Download: Click the Download button on the Recording page.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Agent Monitor: View agent sign-in information in the current tenant space. Monitor agents and dynamically adjust agent resources based on business requirements. Tenant administrators can monitor agent status, but cannot perform inspection operations, such as skill queue adjustment, on agents. Inspectors (whose platform role is Quality checker) can perform inspection operations, such as skill queue adjustment, on agents.
• Offline Message: View offline messages received by agents in the tenant space.
• Call Detail: View details about all calls in the tenant space.

  Currently, the following configurable operation permission is available:

  • Export: Export query records.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Bidirectional Call: View details about all bidirectional calls in the current tenant space.

  Currently, the following configurable operation permission is available:

  • Export: Export query records.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

The following is the function permission for the system administrator, which does not need to be configured at the tenant level.

The permissions are System Monitoring and UAP Monitoring.

Report

View the monitoring data of the call center, including the following reports: VCC Traffic Report, VCC Traffic Report by AccessCode, IVR Traffic Report, IVR Traffic Report by AccessCode, Skill Queue Traffic Report, Skill Queue Traffic Report by AccessCode, Traffic Summary Report, Agent Summary Report, Agent Outbound Call Report, Agent Operation Report, Abandoned Call in Ringing Report, Interval-based VCC Traffic Report, IVR Outbound Call Report, System Performance Report, and Agent Timesheet Report.

The configurable operation permission on all the preceding reports is as follows:

• Export: Export query records under all report menus.

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Online Customer Service

Workbench

Audio and Video Workbench: When an agent signs in, the voice and video workbench is automatically opened for business handling.

Home

-

Configure functions frequently used on the home page.

Scheduled Task Management

-

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Operation Risk Control

Operation Risk Control

Function permissions for the system administrator, which do not need to be configured at the tenant level. The permissions include Strategy Management, Tenant Strategy Configuration, Statistical Result, and Recording Wording.

Operation Risk Control

Operation Risk Control: View the execution of risk control strategies.

APIFabricRuntime

-

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Online Studio

-

Function permissions for the system administrator, which do not need to be configured at the tenant level.

User Management

User Management

• User Group Management: Manage employee group information in the tenant space.

  Currently, the following configurable operation permissions are available:

  • Query User Group: Query user group data.
  • Batch Edit: Edit user groups in batches.
  • Delete User Group: Click the Delete button on the User Group page.
  • Modify User Group: Modify the basic information about a user group.
  • Create User Group: Create a user group.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Employee: Manage business account information of employees in the tenant space.

  Currently, the following configurable operation permissions are available:

  • Modify User Status: Update the status of an employee.
  • Import: Import user information.
  • Export Employee Data: Export user information.
  • Federated User Management: Manage federated users.
  • Copy Permissions: Copy user information
  • Query User: Query user data.
  • Save Employee: Click the Edit button on the Employee page.
  • Reset User Password: Click the Change Password button on the Employee page.
  • Canceling Configurations in Batches: Cancel the configuration of agent information in batches.
  • Configuring Users in Batches: Configure agent information in batches.
  • Attach User to TenantSpace: Associate a user with the tenant space.
  • Delete User: Click the Delete button on the Employee page.
  • View User Privacy: Query user privacy information.
  • Modify User Privacy: Edit user privacy information.
• Organization Unit: Manage OU information in the tenant space.

  Currently, the following configurable operation permissions are available:

  • Query Organization: Query OU data.
  • Create Organization: Create an OU.
  • Modify Organization: Modify basic OU information.
  • Delete Organization: Click the Delete button on the Organization Unit page.
  • Batch Edit: Edit OUs in batches.
  • Exporting OU Data: Export OU information.
  • Access Organization Edit: Edit accessible OUs.
  • Access Employee Edit: Edit access employee information.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Account and Password Rule: Manage account and password rules in the tenant space.

  Currently, the following configurable operation permission is available:

  • Edit: Configure customized account and password rules.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Role: Manage function permission information of employees in the tenant space.

  Currently, the following configurable operation permissions are available:

  • Batch Edit: Edit roles in batches.
  • Modify Role: Modify the basic information about a role.
  • Grant Role: Grant new function permissions to a role.
  • Query Role Granted: Query function permissions granted to a role.
  • Manage Roles' Function Permissions and Data Permissions: Manage function permissions of roles.
  • Query Role: Query role information.
  • Create Role: Create a role.
  • Delete Role: Click the Delete button on the Role page.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Account Lock: Manage account lock status in the tenant space.

  Currently, the following configurable operation permissions are available:

  • Query Lock: Query account locking records.
  • Create Lock: Click the Lock button on the Account Lock page.
  • Delete Lock: Click the Unlock button on the Account Lock page.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Session Management: Manage sign-in sessions of accounts in the tenant space.

  Currently, the following configurable operation permission is available:

  • Edit: Click the Delete button on the Session Management page.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Case Management

Case

Manage case contents. The permissions include Query Case, Create Case, Case Workbench, and My Draft Cases.

Task

Manage case tasks. The permissions include Task Workbench, Query Task, and Task Transfer.

Milestone

Query milestones.

Operation Management

-

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Log Configuration

Agent Tracing Configuration

Configure agent tracing logs.

APIFabric

-

Function permissions for the system administrator, which do not need to be configured at the tenant level.

LLM Engine

Large Model Zone

The permissions include Prompt and Knowledge Base.

Workflow Management

The permissions include Workflow Orchestration and Workflow Trajectory.

Service Support Configuration

Contact Management

Manage contacts.

Survey

Manage surveys.

Case Automation

Set automatic cases. The permissions include Duplicate Rule, Task Process, and Same Type Cases Rule.

Basic Case Configuration

Configure basic information about cases. The permissions include Task Type, Case Template, Case Type, Milestone Config, Case SLA Configuration, Case Content Template, Custom Holiday, and Holiday Type.

Operational Analysis

AI Assets

The permissions include Asset Package and AI App.

Feature Miner

The permissions include Feature data, Task scheduling, tag management, Meta data, and Tag data.

Online Serving

The permissions include Worker and Serving.

Text Classification

The permissions include Training Task, Online Serving, Dict Management, Offline Serving, Text Process Method and Model.

Model Training

The permissions include Notebook, Setting, Model, Data Source, Job, and Project.

Channel Configuration

Call Center Management

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Call Center Configuration

Agent Information

• Agent Information: View information such as agent IDs, skill queues, and business accounts.
• Contact Record: Query agent call records.
• Operation Record: Query agent operation record details.
• Transfer Record: Query details about call transfer records of agents.
• Sign-In Log: Query agent sign-in records.
• Leave Message: Manage and reply to offline messages of the current account.
• Agent Parameters: An agent can customize parameters such as the calling number for making outbound calls, agent answering mode, whether to integrate the OpenEye softphone in the web system, and video display of the OpenEye integrated with the web system.
• Rest Record: Query details about agent rest records in the tenant space.
• Bidirectional Call Record: Query details about bidirectional call records after the one-click bidirectional call feature is enabled.

  Currently, the following configurable operation permissions are available:

  • Download: Click the Download button to download bidirectional call records.
  • Export: Export bidirectional call records.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Document Management: Query contract signing information after the contract digital signature feature is enabled.

  Currently, the following configurable operation permission is available:

  • Edit: Click the Edit button on the corresponding page.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Reset Skill Record: Query skill queue adjustment details.
• Identity Authentication Record: Query details about all identity authentication records.
• Querying Dumped Resources: Query the information about dumped resources.
• Offline Message Management: Query and schedule user sessions in the offline queue.

TenantSpace Management

Function permissions for the system administrator, which do not need to be configured at the tenant level.

IVR Management

• Transfer external number configuration: Configure the third-party number to which an outbound call is forwarded.

  Currently, the following configurable operation permission is available:

  • Edit: Edit external numbers to which outbound calls can be forwarded.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Semantic Understanding Service: Configure the semantic understanding service. The permissions include Digital Intelligence Employees, OIFDE Resource Management, OIFDE System Management, OIFDE Flow Management, Check Training, History Dialogue, and Knowledge Management.
• Flow Management: Manage intelligent IVR flows and common IVR flows.

  Currently, the following configurable operation permission is available:

  • Edit: Edit intelligent IVR flows and common IVR flows.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• IVR Voice: Manage uploaded voice files.

  Currently, the following configurable operation permission is available:

  • Edit: Configure the voice files used by IVR flows.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Flow Configuration: Manage flow parameters.
  • OIFDE Resource Management: Manage resources used by ODFS flows.
    • Distribution Policy: Configure a call transfer routing policy.

      Editing: Edit a transfer policy.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Work Calendar: Configure an agent work calendar template.

      Edit: Edit the schedule of an agent.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • 2D digital human img: Customize the image of a virtual human diagram element.

      Edit: Edit the customized image.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Data Table: Customize fields in a data table.

      Edit: Edit the data structure and content of a table.

      View Data

      Edit Data

      Import Data

      Export Data

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Metadata Management: Describe the model metadata.

      Edit: Edit the description.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Variable Management: Use a variable to store data during process execution.

      Edit: Edit the variable name.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Business Interface: encapsulated third-party interface for ODFS service execution.

      Edit: Edit the interface.

      View API call logs

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Diagram Element Management: Manage diagram element information in the ODFS flow.

      Edit: Edit the content of a diagram element.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Stored Procedure: In the OP independent deployment scenario, use a stored procedure and third-party data for data exchange.

      Edit: Edit the stored procedure content.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Resource Template: static voice, TTS voice playback, and SMS message resource templates used in the ODFS process.

      Edit: Edit a resource template.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Dialog Test: Test the robot dialog.

      Edit: Edit the test process.

      Export: Export the test content.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

  • OIFDE System Management: Manage ODFS system parameters.
    • Feature Mapping Rule: Manage mapping rules.

      Edit: Edit a rule.

      Import: Import mapping rule information.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • ASR Vocabulary Managment: Manage common ASR words.

      Edit: Edit entries.

      Download: Download ASR hot words.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Historical Call

      Knowledge Dashboard

      Call Statistics Dashboard

      Service Capability Dashboard

    • System Settings: Set system configuration items.

      Edit: Edit the configuration.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

  • OIFDE Flow Management: Manage the ODFS flow and related content.
    • Process Inspection: Check the ODFS flow.

      Edit: Edit the flow check rule.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Process Orchestration: Orchestrate the ODFS flow.

      Import Process: Import an ODFS flow.

      Export Process: Export an existing ODFS flow.

      Edit: Edit flow information.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Flow Gray Rule: Test the usage rules of the ODFS flow.

      Edit: Edit a rule.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

    • Robot management: Configure robots and related parameters. The following configurable operation permission is available:

      Edit: Edit the robot processes.

      If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Process Transfer Record: Record information about a call transferred to a third party after the call is connected to the self-service flow.

  Currently, the following configurable operation permissions are available:

  • Download: Download recording files of conversations between customers and third parties.
  • Play: Play call recording files.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Large Model Service

Notification Center

• View Notification: View the content of received notifications.
• Send Notification: This is a function permission for the system administrator, which does not need to be configured at the tenant level.
• Notification Template: This is a function permission for the system administrator, which does not need to be configured at the tenant level.
• Agent Send Notification: Agents can send only internal messages in internal notifications. They can send bulletin notifications only after an administrator configures the bulletin permission for them.
• Administrator Send Notification: Send notifications to agents via email, SMS message, or bulletin.
• Notification Template: Configure administrator notification templates.
• Variable Configuration: Use variables when configuring internal message templates to send internal messages.

  Currently, the following configurable operation permission is available:

  • Edit: Edit the variable content.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Message Route Configuration: Distinguish email messages from SMS messages.

  Currently, the following configurable operation permission is available:

  • Edit: Edit the message routing rules.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Notification Type Configuration: Configure different notification types, for example, bulletin.
  • Bulletin Type: The following configurable operation permission is available:

    Edit: Edit a bulletin type.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

System Management

System Version: This is a function permission for the system administrator, which does not need to be configured at the tenant level.

Customer Center

Customer Center Management: Manage customer information in the tenant space.

Currently, the following configurable operation permissions are available:

• Edit Address Book
• Batch Edit Address Book
• Import Address Book

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Service Channel Configuration

Social Media Operations

• Social Media Workbench: Process multimedia messages and enterprise account messages.

  The permissions include multimedia message processing and enterprise account message processing.

• Enterprise account operation: Manage social media information about enterprise accounts.

  The permissions include Social Media Management, To be approved, and Approval History.

  The following operation permissions can be configured for social media management:

  • Edit: View all channel configurations, create and edit channel configurations, and maintain operations personnel of channels. Roles who do not have the edit permission can view all channel configurations but can edit only the channel configurations of themselves.

Operation Management

• Channel Configuration: Configure multimedia access channels, including WeChat, web, X (Twitter), email, WhatsApp, Facebook, and LINE channels.

  Currently, the following configurable operation permissions are available:

  • Try: Click the Try button after a channel is configured.
  • Edit: Click the Edit button to edit channel information.
  • Export: Export channel information.
  • Edit WhatsApp Twilio Webhook Configuration: Edit the WhatsApp Twilio Webhook configuration.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Multimedia Library Management: Configure multimedia data of the common phrase, voice, video, image, address, personalized emoji, and card template types for agents to make calls.

  Currently, the following configurable operation permission is available:

  • Edit: Edit resources of all multimedia types.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Workbench Configuration: Configure working time and non-working time.

  Currently, the following configurable operation permission is available:

  • Edit: Edit working time and non-working time.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Email Message Management: Manage emails.

  Currently, the following configurable operation permission is available:

  • Edit: Configure the Move and Assign permissions with respect to notification messages in the email channel.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Channel Special List: Set the special list of a channel.

  Currently, the following configurable operation permission is available:

  • Edit: Edit the special list.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Online Service

• Online Chat Workbench: An agent can handle business information accessed through the WeChat, web, X (Twitter), email, WhatsApp, Facebook, and LINE channels.
• Personalized Common Language: Configure common phrases used by agents to handle businesses.

  Currently, the following configurable operation permission is available:

  • Edit: Edit a common phrase.

  If the operation permission is not configured, the operation button in the corresponding menu is hidden.

• Personalization: Configure agent parameters. The permission includes Maximum Number Of Concurrent Service Customers.

Offline Message Processing

Configure whether an agent receives offline messages.

Enterprise account operation

Manage enterprise operations accounts.

Currently, the following configurable operation permissions are available:

• Batch Reply: Reply to marketing messages in batches.
• Reply: Reply to a marketing message.

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Performance Management

Performance Scoring

Set performance scoring rules.

Performance Configuration

Manage performance configurations.

Case Management 2.0

Case

Manage cases in version 2.0. The permissions include Case Configuration, Case Workbench, and Historical Case.

Survey Config

Survey Config

• Script Management: Configure survey scripts.
• Template Management: Manage survey templates.
• Questionnaire Query: Query the answer details of surveys.
• Questionnaire Statistics: Collect statistics on details about other business modules associated with surveys.
• My Answers: Query the survey details of the current account.

Knowledge Base

Knowledge Management

Manage and create knowledge. The permissions include Consult Table Config, Knowledge Column, Recycle Bin, and Knowl Attribute.

Knowledge Review

Review knowledge details. The permissions include Knowledge Review and Review Record.

Knowledge Application

Search for knowledge and add knowledge to favorites. The permissions include Knowledge Home, Consult Table, and Favorites.

Template management

Create and manage knowledge templates. The permissions include Content template and Consultation Table Template.

IVR Analysis

IVR Overview

View IVR analysis data.

Flow Analysis

View flow analysis data.

Indicator Analysis

Compare and analyze indicator data.

Currently, the following configurable operation permission is available:

• Export: Export indicator data analysis results.

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

Version Comparison And Analysis

Compare and analyze IVR flow versions.

Optimization Suggestions

Provide business optimization suggestions.

Alarm Event

View alarm events.

Service Pre-warning Configuration

Configure service alarm thresholds.

Currently, the following configurable operation permission is available:

• Edit: Edit warning rules.

If the operation permission is not configured, the operation button in the corresponding menu is hidden.

AppCube Application Configuration

AppCube Service Configuration Center

• The AppCube feature must be enabled.
• Go to the AppCube configuration page.

App Call Task

Manage app call tasks.

Online Customer Service Assets

Configure online customer service assets.

Customized menus

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Configure the customized menu.

System Management

Security Configuration

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Tenantspace Management

Tenant Management

Service Type Management

Space Type Management

Viewing and Editing Home Organization Data

When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, an operator can view data of an OU to which the operator belongs. The editing permission depends on each business control.

Edit Lower-Level Organization Data

When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, an operator with permissions to edit businesses can edit data of sub-OUs (including the bottom-layer OU) of an OU to which the operator belongs.

To edit the data of the sub-OUs of the OU to which the operator belongs, the operator must have the permission to view the data of the sub-OUs.

View Lower-Level Organization Data

When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, an operator can view data of sub-OUs (including the bottom-layer OU) of an OU to which the operator belongs.

Edit All Organization Data

When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, an operator with permissions to edit businesses can edit data of sub-OUs of all OUs.

To edit the data of the sub-OUs of all OUs, the operator must have the permission to view the data of all OUs.

View All Organization Data

When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, an operator can view data of all OUs.

System Management

• Operation Logs: View details about operation logs of business accounts in the tenant space.
• Sign-in Logs: View details about sign-in logs of business accounts in the tenant space.

Message Center

Message Send

Send internal messages.

Notification Center

Sending a Bulletin

Send bulletins through the notification center.

Group-Send Internal Messages

Send internal messages to groups through the notification center.

Agent Management

Modifying Agent Fixed-Line Phone Number

An agent can modify Fixed-Line/Mobile Number on the agent information page.

Configure Agent

Configure agents, cancel agent configuration, and configure agents in batches on the agent management page.

Generate an Agent Electronic Business Card

Agents can generate and download electronic business cards on the personalized setting page. An electronic business card is a QR code with a hyperlink (Click-To-Chat), including a WhatsApp number, an agent business account, and an agent name. The agent generates a QR code and sends it to a customer. The customer scans the QR code and directly requests the agent to provide services through the WhatsApp channel.

Call Center Management

Connection Management

Configure call answering operations that can be performed by agents.

• Show Busy/Idle: The busy state indicates that the agent is handling an inbound call, and the idle state indicates that the agent is ready to answer an inbound call at any time.
• Break/End Break: An agent leaves and cannot handle businesses. The rest duration does not exceed 24 hours.
• Transfer: An agent can transfer an inbound call to an external number, another agent, or a skill queue. After an inbound call is transferred, the call-related information is also transferred.
• Hold/Unhold: An agent can hold a call with a customer. During the hold period, the customer can hear the hold music. The agent can perform other operations or make an outbound or help call, and then continue to talk with the customer.
• Outgoing Call: An agent can initiate a call.
• Three-Party Call: During a call between an agent and a customer, the agent can initiate a three-party call with another agent who is asked for help. If one party hangs up, the other two parties can still talk with each other.
• Help-seeking: When an agent encounters a task that cannot be handled immediately, the agent can ask for help. If the agent selects two-party help, the customer's call is held. If the agent selects three-party help, a three-party call is set up.
• Mute/Unmute: An agent can mute or unmute the local device.
• End Call: An agent can proactively end a call.
• Answer: An agent receives a call from a customer and chooses to answer the call.
• Audio/Video Switching: An agent can switch a video call to a voice call or switch a voice call to a video call.
• Internal Call: An agent can dial the number of another internal agent when there is no customer call.
• Agent Multi-Channel Support: An agent can chat with customers through multimedia access channels.
• Callback: The voice and video workbench allows agents to initiate calls based on historical contact records to continue interrupted businesses.
• Two-stage Dialing: An agent can call back a customer number that exists in call records.
• Co-browsing

Contact Record Management

• Querying All Contact Records: Query the contact records of all business accounts.
• Play Recording Online: Play recordings in contact records online.
• Recording Download: Download the recording files of contact records.
• Contact Record Export: Export contact records.
• Download Multimedia Call Content: Download the multimedia call content in contact records.

Quality Check

Inspectors can intervene in calls of common agents to ensure smooth business handling, and can manage inspection results. Inspection operations include Listen, Insert, Switchover, Intercept, Forcible Exit, Forcible Set Idle, Forcible Set Busy, Whisper, Query All Inspection Results, Update Inspection Result, Delete Inspection Result, Multimedia Session Monitoring, Multimedia Session Insertion, and Multimedia Session Interception.

Operation Record Management

The permissions include Query All Operation Record, Query All Transfer Record, Query All Sign-In Log, Query All Rest Record, and Sign-In Log Export.

Rest Record Export: Export rest records.

Forwarding Logs Export: Export transfer records.

Operation Logs Export: Export operation records.

Privacy Statement

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Leave Message Management

• Play Leave Message: Play the recording of a message online.
• Download Leave Message: Download the recording file of a message.
• Query All Leave Message: Query all message records of an agent.

IVR Voice Management

File Upload: Upload voice files for IVR flows.

Reset Password

Reset Tenant Password: Reset the passwords of employee accounts in the tenant space.

Reset Data

Reset tenant space system parameters on the Configuration Center > System Management > Tenant Parameter page.

IVR Flow Management

• Intelligent Robot Export: Export intelligent robot information.
• Export Process Orchestration: Export an orchestrated flow.
• Common IVR Export: Export a common IVR flow.
• Exporting Composite Diagram Elements: Export composite diagram elements.
• Call History Export: Export historical call records.
• Exporting Service Interfaces: Export business interface information.
• Custom Variable Export: Export the created variable information.
• Process Resource Mgmt: Group process resource information. Resources with the same business semantic application scenario are placed in the same group so that business operators can view and modify resources by scenario.

Tenant AK/SK Configuration

Function permissions for the system administrator, which do not need to be configured at the tenant level.

Email Attachment

Upload or download attachments in an email when sending an email notification. The permissions include Upload Email Attachment and Download Email Attachment.

User Numbers are Displayed in Plaintext

Customer numbers are displayed in plaintext and are not anonymized.

Agent Workbench

• Transfer Pop-Up Parameters: If the page type of an inbound call screen pop-up is set to external page, parameters are carried when the third-party page is accessed.
• Query Customized Data on the Pop-Up Screen: Query the customized data values on an inbound call screen pop-up.
• Modify Customized Data on the Pop-Up Screen: Update the customized data values on an inbound call screen pop-up.
• Mail Agent Forwarding: An agent can forward emails.
• Local Multimedia File Sending by Agents: An agent can send multimedia files.
• Local Attachment Sending by Email Agents: An agent can upload local attachments when sending an email.
• Email Agent CC Bcc: An agent can set Cc and Bcc recipients when sending an email.
• Send SMS Notifications: An agent can send SMS notifications to customers during customer contact, view message sending records in customer contact details, and resend SMS notifications to customers.
• Send WhatsApp Notifications: An agent can send WhatsApp notifications to customers during customer contact, view message sending records in customer contact details, and resend WhatsApp notifications to customers.
• Send Email Notifications: An agent can send email notifications to customers during customer contact, view message sending records in customer contact details, and resend email notifications to customers.
• Identity Verification: An agent can perform identity authentication.

Basic data table management

View Demasking Data: View demasked data in customized dynamic data tables.

Download SK

Download SK information to the local PC.

Fullscreen Monitor

• Viewing Public Large-Screen Monitoring: View details about fullscreen monitoring data.
• Edit Public Large-Screen Monitoring: Customize fullscreen monitoring data parameters.
• Query Data of All Organizations: View the fullscreen monitoring data of all OUs.

Email agent management

• Dispatch Emails to Other Agents: Forward emails to other agents for handling.
• View All Agent Emails: View the emails sent and received by all agents in the tenant space.

Report

Querying All Organization Report Data: Query the report data of all OUs in the tenant space.

Transfer Record Management

• Play Recording Online: View the recording files of call transfer records online.
• Recording Download: Download the recording files of call transfer records.

Document Management

Preview Document: Preview documents.

Download Document: Download documents.

Operation All Documents: Search for or invalidate any document in the tenant space.

Skill Queue Management

Skill Queue Data Export: Export skill queue information.

index monitoring

Querying Data of All Organizations: Query the monitoring indicator data of all OUs in the tenant space.

Special List

Harassment Record Review: Review harassment records submitted by agents. This permission is assigned to tenant administrators by default and does not need to be configured for tenants.

MR rest api auth

Obtain the MR node service permission.

CaseBDF rest api auth

Obtain the Case node service permission.

SLA rest api auth

Obtain the SLA node service permission.