Configuring Role Permissions

A role indicates a set of work permissions. Menu permissions and operation permissions can be customized for a role.

Procedure

Choose Configuration Center > Employee Center > Role.

By default, the default roles Tenant environment administrator and Default Agent Role are preset in the system. The default role Tenant environment administrator cannot be deleted.
Figure 1 Role
Click to create a role and configure role information.

Figure 2 Configure Role Info
- Role Name: Enter a customized role name, which is mandatory.
- Upper-Level Role: Set the parent role of the current role.
- Role Template: Select a preset role template to quickly create role permissions. The function permissions listed in the role template are the minimum permissions of the current role. If the sub-permissions are not listed, the current role does not have the function permissions. For details about function permissions, see Table 1 and Table 2.
  - O&M Role: The preset function permissions of the current role are as follows:
    - Menu permissions: Inspection Relationships, Tenant administrator home page, Agent Monitor, Full Screen Monitoring Configuration, Monitor Relationship, Home, Query User, Save Employee, Reset User Password, Canceling Configurations in Batches, Configuring Users in Batches, Query Organization, Modify Organization, Delete Organization, Account and Password Rule, Query Role, Query Lock, Create Lock, Delete Lock, Skill Queue, Agent Management, Transfer external number configuration, Variable Management, Business Interface, Cell Management, Stored Procedure, Resource Template, Dialog Test, RecordHistory Management, System Configuration, Process Trace, Process Orchestration, Gray Rule, Robot management, Auto Testing, Operation Log, Process Inspection, Intelligent Engine Parameter, Problem clustering task, Historical Message Review, Entity Management, Intent Management, Domain Management, FAQ, Knowledge gray rule, Flow Management, IVR Voice, Flow Configuration, Process Transfer Record, View Notification, Agent Send Notification, Transfer Record, Sign-In Log, Contact Record, Operation Record, Rest Record, Channel Configuration, and Multimedia Library Management.
    - Operation permissions: Contact Record Export, Recording Download, Play Recording Online, Querying All Contact Records, Query ALL Sign-In Log, Query ALL Rest Record, Query ALL Operation Record, Query ALL Transfer Record, Sign-In Log export, User numbers are displayed in plaintext, and Configure Agent.
  - Report Role: The preset function permissions of the current role are as follows:
    - Menu permissions: Tenant administrator home page, VDN Traffic Report, Skill Queue Traffic Report, Agent Summary Report, Agent Outbound Call Report, Agent Operation Report, IVR Traffic Report, IVR Traffic Report by AccessCode, Skill Queue Traffic Report by AccessCode, Traffic Summary Report, VDN Traffic Report by AccessCode, Abandoned Call in Ringing Report, Skill Queue Monitor, Audio&Video IVR Monitor, VDN Monitor, Incoming Call Record, Recording, Agent Monitor, Offline Message, Full Screen Monitoring Configuration, Monitor Relationship, Home, Query Organization, Modify Organization, Delete Organization, Agent Management, Parameter Configuration, View Notification, Agent Send Notification, Transfer Record, Sign-In Log, Contact Record, Operation Record, and Rest Record.
    - Operation permissions: Contact Record Export, Recording Download, Play Recording Online, Querying All Contact Records, Quality Check, Query ALL Sign-In Log, Query ALL Rest Record, Query ALL Operation Record, Query ALL Transfer Record, Sign-In Log export, and User numbers are displayed in plaintext.
  - Manager role: The preset function permissions of the current role are as follows:
    - Menu permissions: Tenant administrator home page, VDN Traffic Report, Skill Queue Traffic Report, Agent Summary Report, Agent Outbound Call Report, Agent Operation Report, IVR Traffic Report, IVR Traffic Report by AccessCode, Skill Queue Traffic Report by AccessCode, Traffic Summary Report, VDN Traffic Report by AccessCode, Abandoned Call in Ringing Report, Skill Queue Monitor, Audio&Video IVR Monitor, VDN Monitor, Incoming Call Record, Recording, Agent Monitor, Offline Message, Full Screen Monitoring Configuration, Audio and Video Workbench, Home, Query Organization, Modify Organization, Delete Organization, Agent Management, Parameter Configuration, View Notification, Agent Send Notification, Transfer Record, Sign-In Log, Contact Record, Operation Record, Rest Record, Agent Parameters, Online Chat Workbench, and Personalized Common Language.
    - Operation permissions: Help-seeking, Three-Party Call, End Call, Mute/Unmute, Internal Call, Callback, Answer, Audio/Video switching, Two-stage Dialing, Reset Skill Queue, Transfer, Break/End Break, Outgoing Call, Hold/Unhold, Show Busy/Idle, Contact Record Export, Recording Download, Play Recording Online, Querying All Contact Records, Whisper, Send a note, Forcible release, Queue adjustment, Forcible Set Idle, Forcible Set Busy, Intercept, Forcible Exit, Insert, Switchover, Listen, Query ALL Sign-In Log, Query ALL Rest Record, Query ALL Operation Record, Query ALL Transfer Record, Sign-In Log export, User numbers are displayed in plaintext, Local Multimedia File Sending by Agents, Transfer pop-up parameters, and Modifying Agent Fixed-Line Phone Number.
  - Agent Role: The preset function permissions of the current role are as follows:
    - Menu permissions: Tenant administrator home page, Audio and Video Workbench, Home, View Notification, Agent Send Notification, Transfer Record, Sign-In Log, Contact Record, Operation Record, Rest Record, Agent Parameters, Online Chat Workbench, and Personalized Common Language.
    - Operation permissions: Help-seeking, Three-Party Call, End Call, Mute/Unmute, Internal Call, Callback, Answer, Audio/Video switching, Two-stage Dialing, Reset Skill Queue, Transfer, Break/End Break, Outgoing Call, Hold/Unhold, Show Busy/Idle, Contact Record Export, Recording Download, Play Recording Online, User numbers are displayed in plaintext, Local Multimedia File Sending by Agents, Transfer pop-up parameters, and Modifying Agent Fixed-Line Phone Number.
- Description: Enter a role description, which is optional.
Click Save. The role is created.
(Optional) Edit role information.
- Click to delete role information.
- Click to modify role information.
- Enter a role name and click to fuzzily search for roles based on the role name.
Select the new role and configure its own permissions and assignable permissions.
1. Click the Own permissions or Assignable Permissions tab.
  - Own permissions: Permissions of the current role.
  - Assignable Permissions: Permissions that the current role can assign to other accounts.
2. Click Add and select function permissions.
  You can search for permissions. Permissions unavailable to the current role are dimmed, and the search results are highlighted.
  
  Figure 3 Select Function Permission
  
  Function permission status description:
  - : The function permission has not been configured for the current role and can be selected for configuration.
  - : The function permission cannot be configured for the current role.
  - : The function permission has been configured for the current role.
3. Click Confirm to save the configuration.
Assign employees.
1. Click the Employee Assignment tab and click Add. The Assign Employee dialog box is displayed.
  Figure 4 Assign Employee
2. Select employees to which the current role can be assigned and click Save.
3. (Optional) Select multiple employees and click Batch Delete to delete them in batches.

Reference

Menu permissions: Configure system menus to restrict the menus available to employees with the current role. For details, see Table 1.
Operation permissions: Configure page operation functions to restrict the operation permissions of employees with the current role. For details, see Table 2.
API permissions: Configure APIs that are available to employees with the current role. For details, see Table 3.

**Table 1** Menu permissions
Permission		Description
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
	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. Menu Management: Manage operation menus in the tenant space. Permission Management: Manage operation permissions on menus in the tenant space.
User Management	User Management	Organization: Manage OU information in the tenant space. Employee: Manage business account information of employees in the tenant space. Role: Manage function permission information of employees in the tenant space. Account and Password Rule: Manage account and password rules in the tenant space. Account Lock Management: Manage account lock status in the tenant space. User Group Management: Manage employee group information in the tenant space. Session Management: Manage sign-in sessions of accounts in the tenant space.
Online Customer Service	Workbench	Audio and Video Workbench: When an agent signs in, the voice and video workbench is automatically opened for business handling.
Online Studio	-	Function permissions for the system administrator, which do not need to be configured at the tenant level.
Call Center Monitor	Monitor Configuration	QC Relation Management: Manage inspection relations between inspectors and agents. Full Screen Monitoring Configuration: Configure fullscreen monitoring indicators. Report Subscribe Configuration: Configure subscribed reports and periodically send information about the subscribed reports to specified personnel via email. For details about the email sending configuration, see 3. CMS System Configuration: This is a function permission for the system administrator, which does not need to be configured at the tenant level.
	Monitor Management	Agent Monitor: View agent sign-in information in the 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. Call QC: View the voice and video call details of agents in the tenant space. Inspectors (whose platform role is Quality checker) can preview or download recording files of agent calls. Canceled Queuing Call Monitor: View details about users who cancel queuing in the tenant space. Index Monitor: View data about the VDN, IVRs, skill queues, and agents in the tenant space. Call Link Monitor: View details and tracks of calls in the tenant space from 00:00 on the previous day. Offline Message Monitoring: View offline messages received by agents in the tenant space.
	Report	View the monitoring data of the call center, including the following reports: Skill Queue Performance Report, Agent Performance Report, Agent Outbound Call Report, Agent Connection Operation Report, IVR Traffic Report, IVR Traffic By AccessCode Report, Skill Queue Performance Statistics Report by Access Code, Skill Queue Summary Report, VDN Performance Report, VDN Performance Statistics Report by Access Code, Abandoned Calls (During Ringing) Summary Report, and Interval-based VDN Traffic Report.
Intelligent automatic dialing	ISales Management	ISales Task Management: Configure outbound call task details. Holiday Management: Set special dates and plan the execution time of outbound call tasks. ISales Task Statistics: Monitor outbound call tasks and check the execution of outbound call tasks. Outbound Black List Management: Configure the outbound number blocklist to reduce invalid outbound calls. Business Result Define: Define outbound call business results to summarize business status. Outbound Call Result Definition: Define outbound call execution results. Outbound Call Data Attribute Definition: Configure different attributes for outbound call data and add customer information. Outbound Call Template Management: Configure outbound call task templates to reference templates during outbound call task configuration. Special List Management: Configure the special list to filter out invalid data during outbound call task execution. Agent Work Statistics: Collect statistics on the outbound call workbench and summarize outbound call tasks. Multimedia Marketing Management: Perform multimedia marketing using SMS messages, emails, and WhatsApp messages.
	Outbound Execute	Outbound Workbench: An agent can view and execute outbound call tasks on the outbound call workbench. Appointment Outbound: An agent can reserve outbound call tasks at specified time in advance.
	Outbound Call Configuration	Outbound Call File Server: Upload outbound call task data from the server. Mapping Rule Import: Customize the mapping rules for importing data related to outbound call tasks.
	Outbound Call DataSource Management	Back up and store outbound call data on other servers.
Outbound Call DataSource Management	-	Back up and store outbound call data on other servers.
Intelligent Training	Intelligent training management	Training Task Management: Configure training task details.
Intelligent Training	My Training Tasks	My Tasks: An agent can participate in intelligent training tasks.
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	Operation Risk Control: View the execution of risk control strategies.
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.
Knowledge Base	Knowledge Management	Manage and create knowledge.
	Knowledge Review	Review knowledge details.
	Knowledge Application	Search for knowledge and add knowledge to favorites.
	Template management	Create and manage knowledge templates.
Survey Config	Survey Config	Script Management: Configure survey details. 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.
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	Manage basic tenant space configurations. Basic Information: View basic tenant space information. Skill Queue: Manage tenant space skill queues. Agent Management: View tenant space agent configurations. Called Route: Configure called routes. Access Code: View access code information of the tenant space. Settings: Manage system parameter settings of the tenant space. For details, see Configuring Public Resources and Enabling Manual Services. The permissions include Parameter Configuration, Screen Pop-up, Call Reason, Mobile Agent, Callback Url Configuration, Satisfaction Survey, SMS Configuration, Authentication Configuration, Gray Configuration, Gateway Configuration, Dynamic Data Table, Page Configuration, Gateway monitoring, Certificate, Rest Reason, Prompt Tone, Contact Data Item, Resource Dump, Encryption Information Management, Configuring the Voice Muting Agent, Agent Routing Rules Configuration, Message flow control management, Email Signature, System Parameter Configuration, Special List, SP Management, Federated App Management, UC Integration, Voice Notification, Authentication, and Harassment record review. Table Data: Query and configure data values in dynamic data tables. Resource Dump Task: Manage business resource data dump tasks.
	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. Document Management: Query contract signing information after the contract digital signature feature is enabled. Reset Skill Record: Query skill queue adjustment details. Identity Authentication Record: Query details about all identity authentication records.
	TenantSpace Management	Function permissions for the system administrator, which do not need to be configured at the tenant level.
	IVR Management	Intelligent IVR: Configure intelligent IVR flows. IVR Voice: Manage uploaded voice files. Flow Management: Manage common IVR flows. Process Transfer Record: View the records of call transfer to IVR flows in the tenant space.
	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 Configuration: 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. Message Route Configuration: Distinguish email messages from SMS messages. Notification Type Configuration: Configure different notification types, for example, bulletin.
	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.
Service Channel Configuration	Social Media Operations	Permissions for operations personnel.
	Operation Management	Channel Configuration: Configure multimedia access channels, including WeChat, web, X (Twitter), email, WhatsApp, Facebook, LINE, and 5G RCS channels. 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. Workbench Configuration: Configure working time and non-working time. Email Message Management: Manage emails.
	Online Customer Service	Online Chat Workbench: An agent can handle business information accessed through the WeChat, web, X (Twitter), email, WhatsApp, Facebook, LINE, and 5G RCS channels. Personalized Common Language: Configure common phrases used by agents to handle businesses.
Home	-	Configure functions frequently used on the home page.
Case Management 2.0	Case Workbench	Create cases, merge cases, and create tasks.
	Case Configuration	Case Status Case Field Case Template Case Template Content Case Type Case Role User Role
	Historical Case	View historical cases.
My Time	Agent Schedule	My Schedule: View my agent schedule. Other Schedules: View the agent schedules of others.
	Trade	Trade
	Time-off	Details Calendar
WFM	Configuration	BU Edit: Edit BUs. Skill Queue Agent Edit: Edit agents. Move Agent: Move agents from an OU to another. Site Edit: Edit sites. Move Agent: Move agents from an OU to another. Color Edit: Edit special colors. Activity Edit: Edit activities. State Group Edit
	Adherence	Details
	Trade	Trade List Approve Trade
	Performance	Monitor
	Schedule	Scenario Publish: Publish schedule scenarios to the master schedule. Edit: Edit schedule scenarios. Build: Build schedule scenarios. Master Schedule Edit: Edit the master schedule. Approve Clear Swap Shift Approve Change
	Calendar	Calendar Item Change Status Edit Time-off Limit
	Policy	Time-off Edit Exception Type Edit: Edit exception types. Shift Edit: Edit shifts. Contract Edit: Edit contracts. Rotating Pattern Edit: Edit rotating patterns.
	Forecast	Scenario Adjust: Adjust the volume build data and staffing build data after forecasting. Edit: Edit forecast scenarios. Build: Build forecast scenarios. Overlay Edit Historical Data Edit
AppCube Application Configuration	AppCube service configuration center	The AppCube feature must be enabled. Go to the AppCube configuration page.

**Table 2** Operation permissions
Permission		Description
Message Center	Message Send	Send internal messages.
Notification Center	Sending a Bulletin	Send bulletins through the notification center.
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.
Agent Management	Configure Agent	Configure agents, cancel agent configuration, and configure agents in batches on the agent management page.
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 recording in contact records. Contact Record Export: Export 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	-
	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. Querying 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: Play recordings in call transfer records online. Recording Download: Download recordings in 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.

**Table 3** API permissions
Permission	Description
MR rest api auth	Obtain the MR node service permission.
CaseBDF rest api auth	CaseBDF rest api auth
SLA rest api auth	Obtain the SLA node service permission.