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. |
Barge-In (Agent) |
To take part in a call. Both parties can hear the participator. Supervisor-related rights in CDT. |
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 |
Coach (Agent) |
To advise an agent during a call. The caller cannot hear this. Supervisor-related rights in CDT |
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. |