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Privileges

The table below describes privileges that can be used to control access to various contact center functions by the people registered as users in your ServicePattern solution. Privileges are arranged in the same way they appear on the Roles page of the Contact Center Administrator application. For general information about privileges and roles, see section Roles.

Interaction Handling group
Access full-screen Agent Desktop	User may enable full-screen Agent Desktop view within CRM applications. Since CRM systems typically have their own email and case management capabilities, the full-screen mode would normally be used by supervisors only.
Force pop-out phone window	User may open Agent Desktop in a pop-out window. For more information, see ServicePattern Agent Guide, section Changing Your Agent Desktop Appearance. Enabling this privilege is generally not recommended if you plan to deliver activity forms and/or other web content to agents via screen-pop. Note that if the user has any privileges in the Supervision group (see below), he will not be able to open Agent Desktop in a pop-out window even if he has this privilege.
Handle leads	Reserved for future use.
Handle automatically distributed interactions	User may receive calls from a service queue and preview records. This is the basic privilege that allow the the user to perform typical call center agent work, i.e., provide services over the phone and participate in outbound campaigns. The ability to handle customer chat or email interactions is controlled via separate privileges (see Handle email and Handle service chat).
Handle email	User may handle email interactions with customers.
Handle service chats	User may handle chat interactions with customers. This includes chat interactions started by customers via SMS. The ability to initiate a chat with a customer via SMS is controlled by a separate privilege (see Initiate SMS conversation). This ability to use internal chat is controlled by a separate privilege (see Send internal chats).
Initiate SMS conversation	User may initiate chats with customers via SMS.
Login to Agent Desktop	User may log in to Agent Desktop application and perform basic back-office telephony functions. Any user who needs access to Agent Desktop must have this privilege. By itself this privilege is not sufficient for performing typical contact center agent work. Note that any user who logs into Agent Desktop will be counted as a concurrent user for the duration of the login session. Your service provider may impose a limit on how many of your users may be logged on concurrently.
Make external calls	User may make external calls and blind transfers to external destinations from the Agent Desktop. If the user does not have this privilege, an attempt to make an external call or blind transfer will result in a text error message displayed on the Agent Desktop. Note that absence of this privilege does not prevent users from making external calls using the dial pad of their hardphones.
Mask original email content	User may mask fragments of original customer email text. For more information, see ServicePattern Agent Guide, section How to Mask Sensitive Data.
See other agents/teams in directory	User may see all configured teams and team members in the Agent Desktop directory and view their current availability (presence). For more information, see ServicePattern Agent Guide, section How to Use the Directory.
See other agents’ cases	User may see cases handled by other agents. If the user does not have this privilege, he will only be able to see cases that he worked on. This privilege affects case search only. Absence of this privilege does not affect user’s ability to receive emails related to existing cases that he has not worked on.
Send internal chats	User may initiate internal chat conversations.
Start recording of interactions	User may start call recording.
Stop recording of interactions	User may stop call recording.
Transfer calls	User may transfers customer interactions to consultation parties and host conferences (both via-consultation and single-step). Absence of this privilege does not affect user’s ability to: make blind transfers of customer interactions transfer or conference internal calls
Use RightNow	User may use Agent Desktop embedded into the RightNow application. This privilege enables access to the ServicePattern Agent Desktop widget within RightNow. For more information, see section IntegratedDesktop, Single Sign-On, Click-to-Call and ActivityHistory of the ServicePattern RightNow Integration Guide.
Use Zendesk	User may use Agent Desktop embedded into the Zendesk application. This privilege enables access to the ServicePattern Agent Desktop widget within Zendesk. To enable full-screen Agent Desktop view within Zendesk application, the user must also have the Access full Agent Desktop privilege. For more information, see section IntegratedDesktop, Click-to-Call and ActivityHistory of the ServicePattern Zendesk Integration Guide.
Security Administration group
Grant all privileges	User may grant any privilege, regardless of his May grant or revoke settings with respect to specific privileges. This is helpful during product upgrades where new privileges may be introduced.
Manage roles and security settings	User has full access to the following settings: Roles Security Policy System Access Restrictions Encryption Key Management
Service and Campaign Administration group
Configure reporting settings	User has full access to the following settings: Report Templates Scheduled Reports Reporting Settings
Configure system-wide settings	User has full access to all pages of the following menus: Tasks, Call Center Configuration, and Quality Management.
Control campaign operations	User may view and control assigned campaigns via Agent Desktop. A user must have this privilege in order to be available for selection as a service/campaign operator via the Services and Campaigns > Assignments page. In the Agent Desktop access will be limited to campaigns where the user is assigned as an operator. If this privilege is revoked from a user, his name will appear in red color in the list of operators of any services/campaigns that he may have been previously assigned to operate.
Edit knowledge base	User has full access to the Knowledge Base via the Contact Center Administrator application and may also create articles in the Knowledge Base via the Agent Desktop application. Note that access to the Knowledge Base via the Agent Desktop application is provided in the context of the services that the user can handle.
Manage leads	Reserved for future use
Manage all services and campaigns	User may configure all existing services and campaigns regardless of whether he is assigned to them as an administrator. Note that in order to assign teams to services and campaigns the user must also have the Manage teams privilege. Another privilege exists to enable the user to access only assigned services and campaigns (see below). Note that in order to prevent the user from creating new services/campaigns, both these privileges must be disabled.
Manage assigned services and campaigns	User has full access to configuration of the services and campaigns that the user is assigned to as an administrator. For more information, see section Services and Campaigns - Assignments Tab. Note that in order to assign teams to a service/campaign the user must also have the Manage teams privilege. Another privilege exists to enable the user to access all configured services and campaigns regardless of assignment (see above). Note that in order to prevent the user from creating new services/campaigns, both these privileges must be disabled.
Manage lists	User has full access to calling lists and do-not-call (DNC) lists. Absence of this privilege does not affect user’s ability to associate existing lists with campaigns.
Manage scenarios	User may create, view, and edit scenarios. Absence of this privilege does not affect user’s ability to configure scenario entries and associates such entries with existing scenarios.
Manage skills	User may create and edit existing auxiliary skills and assign skills to agents with specific levels.
Supervision group
Access Real-time Stats API	User may access applications that are connected to the ServicePattern contact center via the Real-time Stats API.
Change alert configuration	User may enable/disable alerts available for some real-time metric displayed via Agent Desktop, change their appearance and modify threshold values that trigger such alerts. Note that the ability to set configured alerts as system-wide defaults is controlled via a separate privilege (see Set alerts for real-time metrics system-wide). If the user does not have this privilege, the Alert Configuration dialog of the Agent Desktop will provide read-only information about the current alert configuration.
Change real-time metric views	User may add metrics to, and remove them from, any real-time metric views of the Agent Desktop application, and change the order in which the metrics appear in the table views. Absence of this privilege does not affect user’s ability to add services and campaigns to, and remove them from, real-time metric views. Note that the ability to set created real-time metric views as system-wide defaults is controlled via a separate privilege (see Set real-time metric views system-wide).
Download recordings and transcripts	User may download call/screen recordings, chat transcripts, and email messages from the interaction search and review pages of the Contact Center Administrator application.
Force agent states	User may change current agent states of members of any team that his is assigned to supervise.
Grade interactions	User may grade interactions while monitoring them in real-time via Agent Desktop and/or when reviewing their recordings/transcripts via the Contact Center Administrator application. Note that in order to grade interactions while reviewing their recordings/transcripts the user must also have privilege Listen to call recordings and view chat transcripts (see below).
Listen to call recordings and view chat transcripts	User may review voice recordings and chat transcripts via the Contact Center Administrator application. Absence of this privilege does not affect user’s ability to review screen recordings in the Agent Timeline or email messages in the Interaction Search. When removing this privilege from a user, make sure this user also does not have privilege Listen to call recordings and view chat transcripts for assigned services in the BPO Client group (see below).
Listen to recordings linked to CRM records	User may listen to call recordings linked to activity history in the CRM records.
Manage canned chat responses system-wide	User may make his canned chat responses available to all other agents of the contact center. For more information, see ServicePattern Agent Guide, section How to Create and Edit Canned Chat Responses.
Monitor agent screen	User may monitor screens of agents that he is assigned to supervise.
Monitor interactions	User may connect to calls handled by agents that he is assigned to supervise in silent monitoring, coaching, and barge-in modes. For more information, see ServicePattern Supervisor Guide, section Call Monitoring, Coaching and Barge-In.
Pull screen pop	User may get snapshots of the Context Information Area of the desktops of agents that they are assigned to supervise. Note that in order to be able to get a snapshot, the user must be connected to the agent in one of the call monitoring modes. Thus the user also must have privilege Monitor interactions (see above).
Set alerts for real-time metrics system-wide	User may set alerts that he configures as system-wide defaults. Note that in order to use this privilege the user must also have privilege Change alert configuration.
Set real-time metric views system wide	User may set real-time metric views that he configures as system-wide defaults. Note that in order to use this privilege the user must also have privilege Change real-time metric views. For more information, see ServicePattern Supervisor Guide, section Customization of Metric Views.
View historical reports	User may generate and view reports via the Contact Center Administrator application. Absence of this privilege does not affect user’s ability to access any of the general reporting settings or be a recipient of emailed scheduled reports.
View interaction records	User may search for and review interaction records via the Contact Center Administrator application. Absence of this privilege does not affect user’s ability to generate and view the Call Detail Report or Email Detail Report. To prevent access to these reports, use privilege View historical reports (see above).
View real-time agent metrics	User may view real-time metrics for the agents of the teams that he is assigned to supervise.
View real-time service metrics	User may view real-time metrics for all services associated with the teams that he is assigned to supervise. Absence of this privilege does not affect user’s ability to view campaign-specific metrics. To prevent access to these metrics, use privilege Control campaign operations (see above).
System Administration group
Configure directory	User may create and modify external contacts that appear in the Directory of the Agent Desktop application.
Manage all teams	User may: create teams and change configuration of all existing users and teams create users and change configuration of existing users provided that he also has the Manage users privilege (see below) assign skills to, and change skill levels of, all existing agents provided that he also has the Manage skills privilege (see above) For more information, see sections Users, Teams, and Skill Levels. Note that if a user is assigned as a supervisor of a particular team, absence of this privilege does not affect the user’s ability to change most of the configuration settings of the given team and its current members.
Manage phones	User has full access to configuration of softphones, hardphones, access numbers, and scenario entries. Absence of this privilege does not affect user’s ability to assign phone numbers to users.
Manage users	User may create users and change configuration of existing users provided that he also has the Manage all teams privilege (see above).
Publish help	User has full access to configuring help screens.
View audit log	User can view the audit log.
View usage data	User has access to reports about usage of telecom carriers’ resources via Contact Center Administrator > Reports > Usage.
BPO Client group
Listen to call recordings and view chat transcripts for assigned services	User may review call recordings and chat transcripts of the services to which he is assigned as a reviewer.

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