A role is a combination of permissions that lets a user perform actions allowed by the selected permissions.
To create a role:
- Go to Configuration -> Roles.
- On the Roles Manager page, click Create New Role in the top right corner.
- In the New Role window displayed, specify the name and description for the role.
- Click in the Permissions field and select the actions the role will be allowed to do.
- Select the Mask Phone check box to hide phone numbers from the user assigned this role.
- Click Save.
The new role will appear in the list of roles.
To modify settings for a role, click Edit in the Actions column for the needed role.
To remove the role from the list, click Delete.
|access_api_key||Can access the API key|
|admin||Can access all sections and features of PBX Stats|
|api_docs||Can access PBX Stats API documents|
|can_hangup_call||Can perform call hangup|
|create_agent||Can create agents|
|create_agent_bulk||Can create multiple agents|
|create_desk||Can create desks|
|create_device||Can create devices|
|create_device_bulk||Can create multiple devices|
|create_outbound_identity||Can create outbound identities|
|create_pause_type||Can create pause types|
|create_role||Can create roles|
|create_scheduled_report||Can create scheduled reports|
|create_shift||Can create shifts|
|Can create users|
|Can create webhooks|
|delete_desk||Can delete desks|
|delete_device||Can delete devices|
|delete_outbound_identity||Can delete outbound identities|
|Can delete queued requests|
|Can delete roles|
|Can delete scheduled reports|
|Can delete shifts|
Can delete users
Can delete webhooks
|desk_assignment_new_agent||Can assign agents to desks|
Has access to all data not belonging to any desk
Can disable the Pause Types function
|Can log out an agent via the realtime page|
Can pause an agent via the realtime page
|do_agent_whisper||Can whisper to agents via the realtime page|
|Can download the Agent Statistics report|
|Can download the CDR list|
|Can download the Queue Statistics report|
|Can download call recordings from CDRs|
|Can edit desks|
|edit_device||Can edit devices|
|edit_outbound_identity||Can edit outbound identities|
|Can edit pause types|
|Can edit the Queue Manager|
|Can edit roles|
|Can edit scheduled reports|
|Can edit shifts|
|Can edit users|
|Can edit webhooks|
|Can mark a queued request as failed|
|filter_template_remove||Can remove report templates|
|filter_template_save||Can save report templates|
|filter_template_use||Can select report templates|
Can listen to call recordings in the CDR list
|Can print the Agent Statistics report|
|print_cdr||Can print CDRs|
|print_queue_stats||Can print the Queue Statistics report|
|requeued_queued_request||Can send a queued request again|
|search_international_prefix||Can search for an international prefix in the CDR list|
|search_tech_prefix||Can search for a tech prefix in the CDR list|
|show_activity_log||Can view the activity log|
|show_agent||Can view agents|
Can view the Agent Statistics report
Has access to the data for all the desks, both on the Realtime page and in the reports
|show_all_desks_realtime||Can view all the desks on the Realtime page, but can run reports only for the desks he/she is assigned to|
|show_all_desks_reports||Can run reports for all the desks, but can see the Realtime page only for the desks he/she is assigned to|
|show_cdr||Can view the CDR List|
|show_cdr_event||Can view CDR events in the drop-down list|
|show_cdr_transfer||Can view all the transferred calls in the CDR list|
|show_cost||Can view the call cost|
|show_current_queues||Can view the Current Queues page|
|show_desk||Can view the desk list|
|show_desk_dashboard||Can view all the desks on the Realtime page|
|show_device||Can view devices|
|show_device_password||Can view device passwords|
|show_index||Can view the main dashboard|
|show_outbound_identity||Can view outbound identities|
|show_pause_type||Can view pause types|
|show_queue||Can view queues|
|show_queued_request||Can view queued requests|
|show_queue_manager||Can view the queue manager|
|show_queue_stats||Can view the Queue Statistics report|
|show_related_cdr||Can view related CDRs in the drop-down list|
|show_role||Can view roles|
|show_scheduled_report||Can view scheduled reports|
|show_shift||Can view shifts|
|show_tasks||Can view tasks|
|show_user||Can view users|
|show_webhook||Can view webhooks|
|task_download||Can download exported reports from Tasks|
Typical roles in a call center are the manager, the compliance manager, and the administrator.
The manager has permissions to manage only the desks to which he/she is assigned.
The compliance manager has access to the CDRs so that he/she can listen to all the call recordings.
The administrator has permissions to perform all the actions and settings in the system.
However, there are three special permissions:
The example below explains in detail how special permissions work.
In the call center, there are two desks - Desk 1 and Desk 2.
Manager A is assigned to Desk 1, and Manager B is assigned to Desk 2.
Both Manager A and Manager B are subordinate to Manager C.
- Manager A, except for managing his desk, is responsible for preparing reports on the activity of the whole call center. This is why he is granted a role with show_all_desk_reports permission.
- Manager B is in charge of real-time monitoring and must see the current data for all the agents in the call center. So, he is assigned a role with show_all_desks_realtime permission.
- Manager C, to supervise Managers A and B, should have access to the desks under their control. He is granted a role with show_all_desks permission.