A role is a combination of permissions that lets a user perform actions allowed by the selected permissions.
Role Creation
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.
Role Permissions
| Permission Name | Explanation |
|---|---|
| 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 |
|
create_user
|
Can create users |
|
create_webhook
|
Can create webhooks |
| delete_desk | Can delete desks |
| delete_device | Can delete devices |
| delete_outbound_identity | Can delete outbound identities |
|
delete_queued_request
|
Can delete queued requests |
|
delete_role
|
Can delete roles |
|
delete_scheduled_report |
Can delete scheduled reports |
|
delete_shift |
Can delete shifts |
| delete_user |
Can delete users |
| delete_webhook |
Can delete webhooks |
| desk_assignment_new_agent | Can assign agents to desks |
| desk_outside |
Has access to all data not belonging to any desk |
| disable_pause_type |
Can disable the Pause Types function |
|
do_agent_logout |
Can log out an agent via the realtime page |
| do_agent_pause |
Can pause an agent via the realtime page |
| do_agent_whisper | Can whisper to agents via the realtime page |
|
download_agent_stats |
Can download the Agent Statistics report |
|
download_cdrs |
Can download the CDR list |
|
download_queue_stats |
Can download the Queue Statistics report |
|
download_recording |
Can download call recordings from CDRs |
|
edit_desk |
Can edit desks |
| edit_device | Can edit devices |
| edit_outbound_identity | Can edit outbound identities |
|
edit_pause_type |
Can edit pause types |
|
edit_queue_manager |
Can edit the Queue Manager |
|
edit_role |
Can edit roles |
|
edit_scheduled_report |
Can edit scheduled reports |
|
edit_shift |
Can edit shifts |
|
edit_user |
Can edit users |
|
edit_webhook |
Can edit webhooks |
|
fail_queued_request
|
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 |
| listen_recording |
Can listen to call recordings in the CDR list
|
|
print_agent_stats |
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 |
|
show_agent_stats
|
Can view the Agent Statistics report
|
|
show_all_desks
|
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 |
Special Permissions
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:
- show_all_desk_reports
- show_all_desks_realtime
- show_all_desks
The example below explains in detail how special permissions work.
EXAMPLE
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.
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