Default wallboard, supervisor, and admin user permissions in Vonage Contact Center
A Vonage Contact Center user can have one of the following licenses:
- Agent. A user who can handle inbound and outbound interactions. In addition to their default access, you can configure agents to have access to their own call recordings or all call recordings.
- Wallboard. A user who can view real-time data (in Real Time) but no other VCC Admin Portal features.
Supervisor. A user who can perform normal day-to-day call center tasks. A supervisor can access and perform limited tasks within Real Time, Dashboards, and System Settings.
Permissions
Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions.- Admin. The highest level of Vonage Contact Center user. An admin user perform all tasks within the VCC Admin Portal including:
- Creating interaction plans in Interaction Plans Architect
- Modifying System Settings
- Linking a VCC Admin Portal account to Salesforce account.
An admin user can also install Vonage Contact Center into Salesforce.
Admin users can view and edit other users, groups, skills and schedules in User Admin.
What are the default permissions for wallboard, supervisor and admin users in Vonage Contact Center?
Permission settings
| Permission | Wallboard | Supervisor user | Admin user |
|---|---|---|---|
| Group | None | None | All |
| Queue | None | None | All |
| PSTN address | None | None | All |
| Interaction plan | None | None | All |
| Add managee | Yes | Yes | Yes |
| Add linked account | Yes | Yes | Yes |
Feature permissions
| 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 | |
| Insights | ||||
Manage Real-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 | |
Monitor 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* | |
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.