Access types

View

To view data of objects

Modify

To edit and view data of objects

Create

To create objects

Delete

To delete objects

Serve

To serve in a queue

Use

To use profiles and certain functions such as Data Protection Officer (DPO)

Manage Voicemail

To listen to and delete queue voicemails

Manage Rights

To view, add, modify, and remove rights

Manage Members

To add and remove members

Statistics Details

To view the statistics of the Contact Details view in Online Monitoring and Dashboard, or Conversation History inCommunication Panel. Statistics details include also the Statistics Summary rights.

Statistics Summary

To view the statistics of the Summary, Agent and Outbound view in Online Monitoring and Dashboard.

Control Contact

To manage monitoring data cleanup in the Contact Details view in Online Monitoring.

Barge-In (Agent)

To take part in a call. Both parties can hear the participator.

Listen (Agent)

To listen to a call between an agent and a caller. Neither of the parties can hear this.

Coach (Agent)

To advise an agent during a call. The caller cannot hear this.

Log On Agents to Queues/Log Off Agents from Queues

To log on an agent to a queue or to log off an agent from a queue using the Agent view in Online Monitoring. The modify right to User Queue Setting of the agent is also needed.

Listen to Recording

To listen to either queue or user recordings

Manage Contact History

To view and search for contact handling history

For example, this rights type is required for displaying conversation details or queue recordings in Communication Panel or Dashboard.

Manage Presence

To change a user’s current presence profile in Dashboard.

Messaging

This relates to the /messages resource of Restful Contact Management Interface (CMI) and is used to enable a CMI API user to view, modify and delete the messages linked to the queue. Messages can also be scheduled. Queue is based on the used source address.