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| Section | Permission | Wallboard (* indicates that the permission level can be changed) | Supervisor user (* indicates that the permission level cannot be changed) | Admin user (* indicates that the permission level cannot be changed) |
|---|---|---|---|---|
| Account settings | ||||
Account features | No | No* | Yes | |
Account location | No* | No | Yes | |
Agent states | No | No | Yes | |
API authentication token | No | No | Yes | |
Capacity | No | No | Yes | |
Interaction plan PINs | No | No | Yes | |
Licenses | No | Read | Modify | |
No-answer timeout for consults | No | No | Yes | |
Optimal load | No | No | Yes | |
Outbound interactions | No | No | Yes | |
Password policy | No | No | Yes | |
Shortcodes | No | No | Yes | |
Single sign-on | No | No | Yes | |
| Wrap-up time for transfers | No | No | Yes | |
| Administration | ||||
Manage Virtual Queues | No | Read | Modify | |
View all audit logs | No | No | Yes | |
View your audit logs | No | No | Yes | |
| Business Apps | ||||
Microsoft Dynamics | No | No | Yes | |
Omni-channel | No | No | Yes | |
Salesforce | No | No | Yes | |
| CRM Lite | ||||
Access CRM Lite | No | No | Yes | |
Download customer data | No | No | Yes | |
Manage customers | No | No | Yes | |
Upload customer data | No | No | Yes | |
| Dashboards/Real TimeInsights | ||||
Manage DashboardsReal-time Analytics dashboards | Yes* | Yes | Yes | |
| Manage supervisor messages in Real Time (legacy) | No | No | Yes | |
| Manage Team Monitoring dashboards | No* | Yes | Yes | |
| Manage views in Real Time (legacy) | No | Yes | Yes | |
Supervisor Monitoring in Real TimeMonitor interactions | No | No | No | |
| Interaction Content | ||||
Access groups of users' content (overrides line permissions) | No | No | No | |
Add call recording comments | No | Yes | Yes | |
Delete call recording comments | No | Yes | Yes | |
Delete interaction content | No | No | No | |
View inbound interaction content | No | No | Yes | |
View outbound interaction content | No | No | Yes | |
View screen recordings | No | No | No | |
| Interaction Plans | ||||
Access Interaction Plans Architect | No | No | Yes | |
Add applets | No | No | Yes | |
Manage friendly names for IVR slots | No | Read | Modify | |
Manage transfer strings | No | No | Yes | |
Manage Virtual Agent | No | Read | Modify | |
Manage Virtual Assistant | No | Read | Modify | |
Set service name | No | No | Yes | |
View collected IVR data | No | Yes | Yes | |
| Applets | No | Read | Modify | |
| User Admin | ||||
Access User Admin | No | Yes | Yes | |
Create user | No | No | Yes | |
Edit user | No | No | Yes | |
Manage routing settings | No | Yes | Yes | |
View unassigned users | No | No | Yes* | |
...