Access Types
The following table explains the various access types.
Access Type |
Description |
---|---|
View |
To view data of objects |
Modify |
To edit and view data of objects |
Create |
To create objects |
Delete |
To delete objects Note:
You also need rights to view objects before you can delete them. |
Manage | A shortcut for selecting View, Modify, Create, and Delete |
Serve |
To serve in a queue |
Use |
To use profiles and certain functions such as multiterminal desktop (MTD) |
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 Supervisor Dashboard, or Conversation History in Communication 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 Supervisor Dashboard. Additionally, this shows the statistics of the Dashboard view in Communication Desktop (CDT). |
Control Contact |
To disconnect calls via the CDT Supervisor function and to manage monitoring data cleanup in the Contact Details view in Online Monitoring. Currently not supported in Sinch Contact Center (cloud version) software. |
Barge-In (Agent) |
To take part in a call. Both parties can hear the participator. Supervisor-related rights in CDT. Currently not supported in Sinch Contact Center (cloud version) software. |
Listen (Agent) |
To listen to a call between an agent and a caller. Neither of the parties can hear this. Supervisor-related rights in CDT Currently not supported in Sinch Contact Center (cloud version) software. |
Coach (Agent) |
To advise an agent during a call. The caller cannot hear this. Supervisor-related rights in CDT Currently not supported in Sinch Contact Center (cloud version) software. |
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 CDT Supervisor function and the Agent view in Online Monitoring or Supervisor Dashboard. |
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 server-side queue recordings in the History view of CDT users and in Communication Panel or Supervisor Dashboard. |
Manage Presence |
To change a user’s current presence profile via the CDT Supervisor function or add and change a user’s presence profile via CDT Directory. Currently not supported in Sinch Contact Center. |
Messaging |
To enable a user to view, modify and delete the messages linked to the queue. Queue is based on the used source address. Note:
If the queue is deleted, the schedules messages will remain in the database. |