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.
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.

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.

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.