Vonage Contact Center account user roles
Account user role determines what permissions the user has to each of their linked accounts:
Nominee Nominee account role is the highest level of supervisor.
Only supervisors with the nominee role can install Vonage Contact Center in Salesforce and link a Vonage Contact Center account to Salesforce account. For information on installing Vonage Contact Center into Salesforce and linking the accounts, see Installing Vonage Contact Center into Salesforce and Linking Vonage Contact Center to a Salesforce account.- Normal User Most supervisors will have an account role of normal user. A supervisor can perform normal day to day tasks with a normal user role.
- Wallboard Supervisors with wallboard user role can view the Real Time area of the VCC Admin Portal and no other VCC Admin Portal features.
For a full list of account user role permissions and their explanations, see Feature permissions.
In User Admin, account roles are referred to as licenses. For mappings between them see User Admin types and licenses.
Account user role permissions in the VCC Admin Portal
| Wallboard | Normal User | Nominee | ||
|---|---|---|---|---|
| Group, Queue, Line permissions | Configurable | Configurable | All | |
| Skill Management | No | Yes | Yes | |
| Virtual Queues | No | View | Modify | |
| Dashboards | Yes | Yes | Yes | |
| Real Time | View | Modify Views | All*, other than Supervisor Monitoring (*includes creating agents) | |
| Interaction Plans Architect | - | - | View, add, and modify applets | |
| Contact Manager | - | - | View and update | |
| Agent UI/Desktop Manager | - | - | Create screen pops and configure field names | |
| IVR Data Collector | - | - | View, modify | |
| Call Recordings | - | - | View | |
| Audit Log/View Audit Trail | - | - | View all | |
| Configuration | View | View | Modify | |
| User Admin | No | View | Modify | |
| User Access | ||||
| Change password? | Yes | Yes | Yes | |
| Create user? | - | - | Yes | |
| View/edit users? | - | - | Manager's managees (peers/team) | |
| Add linked account? | - | - | Yes | |
| Add managee? | - | - | Yes | |
| API Credentials | No | No | Yes | |
| Salesforce | No | No | Yes | |
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