Authorizations
Sinch Contact Pro uses role-based user management that enables defining user authorizations on individual, group, or role level. Roles are managed in System Configurator's .
User rights are defined for roles. The customer or implementation partner is granted one superuser account that is used for creating users and assigning them to roles. The superuser account is the only account that can create new roles and grant rights to roles. Each role has rights to modify its own settings ().
The object types Customer Consent and Data Protection Officer (DPO) are not included in any default roles. Superuser can grant these rights only to a user separately.
The roles are as follows:
Contact center supervisor
This role includes rights to act as a contact center team leader, to manage teams, and to handle customer conversations.
Contact center agent
This role includes rights to handle customer conversations.
Reporting administrator
This role includes rights to manage settings related to monitoring and reporting applications.
Queue administrator
This role includes rights to manage inbound contact center operations related to queues. This includes, for example, schedules, prompts, and scripts.
Outbound administrator
This role includes rights to create and manage outbound campaigns. This includes, for example, defining campaign settings and assigning agents to campaigns.
IVR administrator
This role includes rights for creating and managing custom-made IVRs.
Advanced monitoring User
This role has rights to all users and queues. It is recommended to limit the role rights according to business and data privacy needs.