Roles and privileges overview

Roles and privileges define how users access applications.

Roles are assigned to users to define their access permissions. For example, a user with the Administrator role has a different level of access to an application than a user with the Agent role.

Each role includes associated privileges. The included privileges control whether a user can access, view, and use the features and data in the different system applications.

Privileges can be added to, or removed from a role, as required.

Pre-defined roles

The system includes a set of pre-defined roles, including the Administrator, Manager, Supervisor, and Agent roles.

Each pre-defined role contains a set of default user privileges.

You can edit the pre-defined roles or create custom roles.

Role visibility

Each role is created in association with an organization. A role is only visible to users that have scope to the organization associated with the role.

Example: If the roles aaa, bbb, and ccc are created under the root organization, users with scope to the root organization can see those roles.

Roles created for a parent organization are automatically available to its child organizations. However, you cannot edit, copy, or delete a role inherited from a parent organization. Roles can only be edited, copied, or deleted in the parent organization in which they were created.

Privilege availability

Privileges available for use with a role depend on the product licenses purchased by the customer.

If a customer has a product license, privileges related to that product are activated and visible. Many of the product-specific privileges are associated with pre-defined roles such as Administrator and Agent.

Privilege dependencies

A privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. can have an exclusive or inclusive relationship with another privilege.

• With an exclusive relationship, selection of one privilege precludes the selection of another. You cannot select both privileges for a role.

• With an inclusive relationship, selection of one privilege includes the selection of another.

  Example: If Replay without authorization is not selected, then Download interactions and Export interactions media cannot be selected. Likewise, if Download interactions and Export interactions media are selected, then Replay without authorization must also be selected.

If you try to save or update a role where related privileges are missing (inclusive relationship), a message is displayed. Likewise, if you try to save or update a role where related privileges are included (exclusive relationship), a message is displayed. To save or update the role, you must correctly set the related privileges.

One user, multiple roles

The same user can be assigned to multiple roles. For example, the same user can be assigned to the Supervisor role and the Agent role.

Each role, however, has different privileges enabled. If a user is assigned to multiple roles, they have all privileges included in the roles they are assigned to, for the entities over which they have scope.

Example: A user is assigned multiple roles

A Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. user is assigned to both the Supervisor and Agent roles.

• The Agent role has the View Score privilege enabled, which allows them to see the Score column on the My Scorecards section. Another Scorecards privilege, View/Configure Scorecards Filter on Explore Scorecards, is not enabled for the Agent role.

• The Supervisor role, like the Agent role, has the View Score privilege enabled. The Supervisor role also has the View/Configure Scorecards Filter on Explore Scorecards privilege enabled, which allows viewing, creating, and editing filter settings in Performance Management.