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Tetyana Kisyelova
Tetyana Kisyelova
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Roles and Permissions

A role is a combination of permissions that lets a user perform actions allowed by the selected permissions.

Role Creation

To create a role:

  1. Go to Configuration -> Roles. 
  2. On the Roles Manager page, click Create New Role in the top right corner.
  3. In the New Role window displayed, specify the name and description for the role.
  4. Click in the Permissions field and select the actions the role will be allowed to do.
  5. Select the Mask Phone check box to hide phone numbers from the user assigned this role.
  6. 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
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

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.

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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