To perform most tasks an agent needs the ContactWorld Agent permissions set. To handle cases which are routed by Vonage Contact Center, an agent must have permissions to a few additional custom objects and their fields included in the ContactWorld package. The ContactWorld Case Routing permission set includes these permissions.
You must assign the ContactWorld Case Routing permission set to your supervisors.
The ContactWorld Case Routing permission set includes the following permissions:
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You must also give agents access to some of the standard fields on the Case object:
Field label | Field name | Access |
---|---|---|
Case Number | CaseNumber | Read |
Status | Status | Read |
Web Name | SuppliedName | Read |
Web Email | SuppliedEmail | Read |
Case Origin | Origin | Read |