Contact Center roles and permissions
Contact Center Roles
Assign your users a role within call queues, inbox queues, and campaigns.
- GoTo Contact Admin — Contact Admins set up and participate in the deployment of a Contact Center and manage daily operations. The Contact Admin role can assign CC license to PBX users, can assign users to queues as Agents and/or Supervisors, and can access Contact Center analytics. Contact Admins can also configure queues.
- Supervisor — Supervisors manage agents and queues from the GoTo Connect application. Supervisors will monitor logged in users and active queues. The Supervisor role can listen, whisper and barge into live calls and see historical reports for queues and agents. Supervisors can also access Contact Center analytics.
- Agent — Agents serve callers through the queues or ring groups to which they are assigned. Agents can also accept direct inbound calls or make outbound calls.
Contact Center Permissions
Organization
- From the Organization tab, choose if you want to allow agents to log in to unassigned queues.
- Click Save.
Supervisor
Setting | Description |
---|---|
Access to Contact Center Configuration Portal | Allows supervisors access to the Configuration Center portal in the app. The permissions tab is hidden for supervisors. |
Limit access to assigned call queues | Enabled by default. If unchecked, supervisors can access all call queues regardless if they are assigned to the queue. |
View the settings of a call queue | Enabled by default. This permission cannot be removed and allows supervisors to see the settings on call queues they can access. |
Manage the settings of a call queue | Allows supervisors to edit the settings on call queues they can access. |
View pause reasons | Allows supervisors to view the pause reasons under General Settings. |
Manage pause reasons | Allows supervisors to edit the pause reasons under General Settings. |
View skills and skills assignment of agents | Allows supervisors to view the skills under General Settings. |
Manage skills and skills assignment of agents | Allows supervisors to manage the skills under General Settings. |
Agent
Setting | Description |
---|---|
Manage pre-recorded messages | Allows agents to access and edit pre-recorded audio messages in their agent dashboard. |
Manage public pre-written messages | Allows agents to access and edit pre-written text messages in their agent dashboard. |
Create custom tags | Allows agents to create and use tags in their chat conversations. |