Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- 1 Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Privileges
Registered users of your Bright Pattern Contact Center solution are assigned privileges that can be used to control access to various contact center functions. Privileges are arranged in the same way as they appear on the Roles page of the Contact Center Administrator application. For general information about privileges and roles, see section Roles.
Privileges are organized into six categories (i.e., groups):
- Interaction Handling
- Security and Administration
- Service and Campaign Administration
- Supervision
- System Administration
- BPO Client
The privileges specified for each group are described as follows.
Interaction Handling group
Access full-screen Agent Desktop
The Access full-screen Agent Desktop privilege allows the user to enable full-screen Agent Desktop view within CRM applications.
Because CRM systems typically have their own email and case management capabilities, the full-screen mode normally would be used by supervisors only.
Force pop-out phone window
The Force pop-out phone window privilege allows the user to open Agent Desktop in a pop-out window. For more information, see section Changing Your Agent Desktop Appearance of the Agent Guide.
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), the user will not be able to open Agent Desktop in a pop-out window even if the user has this privilege.
Handle leads
This privilege is reserved for future use.
Handle automatically distributed interactions
The Handle automatically distributed interactions allows the user to receive calls from a service queue and preview records. This is the basic privilege that allows 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
The Handle email privilege allows the user to handle email interactions with customers.
Handle service chats
With the Handle service chats privilege, the user may handle chat interactions with customers. This includes chat interactions started by customers via SMS.
Note that the ability to initiate a chat with a customer via SMS is controlled by a separate privilege (see Initiate SMS conversation). Likewise, the ability to use internal chat is controlled by a separate privilege (see Send internal chats).
Initiate SMS conversation
The Initiate SMS conversation privilege allows the user to initiate chats with customers via SMS.
Login to Agent Desktop
Login to Agent Desktop allows the user to 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. Note that this privilege alone 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
A user with the Make external calls privilege may make external calls and blind transfers to external destinations from the Agent Desktop application. 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 Agent Desktop.
Note that the absence of this privilege does not prevent users from making external calls using the dial pad of their hardphones.
Mask original email content
The Mask original email content privilege allows the user to mask fragments of original customer email text. For more information, see section How to Mask Sensitive Data of the Agent Guide.
See other agents/teams in directory
This privilege lets the user see all configured teams and team members in the Agent Desktop directory and view their current availability (presence). For more information, see section How to Use the Directory of the Agent Guide.
See other agents’ cases
See other agents’ cases allows the user to see cases handled by other agents. If the user does not have this privilege, the user will be able to see only cases that with which the user has worked. This privilege affects case search only. Absence of this privilege does not affect the user’s ability to receive emails related to existing cases that the user has not worked on.
Send internal chats
The Send internal chats privilege allows the user to initiate internal chat conversations.
Start recording of interactions
With this privilege, the user may start call recording.
Stop recording of interactions
Stop recording of interactions allows the user to stop call recording.
Transfer calls
The Transfer calls privilege allows the user to transfer 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 Favorites tab
Use Favorites tab is an agent-level privilege that controls whether the user can see and set favorites from the Agent Desktop application. This privilege is an agent behavior control to prevent users from dialing destinations that they should not based on FCC/TCPA and organizational rules.
Use Recent Calls tab
The Use Recent Calls tab privilege lets the user restrict access to recent calls. This privilege uses TCPA manual dialing to limit which agents can access recent calls.
Use RightNow
Use RightNow allows the user to use Agent Desktop embedded into the RightNow application. This privilege enables access to the Agent Desktop widget within RightNow.
For more information, see the RightNow Integration Guide.
Use Zendesk
With the Use Zendesk privilege, the user may use Agent Desktop embedded into the Zendesk application. This privilege enables access to the 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 the Zendesk Integration Guide.
Security Administration group
Grant all privileges
Grant all privileges allows the user to grant any privilege, regardless of the user's 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
With this privilege enabled, the user has full access to the following settings:
Service and Campaign Administration group
Configure reporting settings
With this privilege enabled, the user has full access to the following settings:
Configure system-wide settings
The Configure system-wide settings privilege gives the user full access to all pages of the following menus: Tasks, Call Center Configuration, and Quality Management.
Control campaign operations
Control campaign operations enables the user to 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 application, access will be limited to campaigns where the user is assigned as an operator.
If this privilege is revoked from a user, the user's name will appear in red color in the list of operators of any services/campaigns that the user may have been previously assigned to operate.
Edit knowledge base
The Edit knowledge base privilege gives the user full access to the Knowledge Base via the Contact Center Administrator application. It also allows the user to 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
This privilege is reserved for future use.
Manage all services and campaigns
The Manage all services and campaigns privilege allows the user to configure all existing services and campaigns regardless of whether the user 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
With this privilege, the 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
The Manage lists privilege gives the user full access to calling lists and do-not-call (DNC) lists. Absence of this privilege does not affect the user’s ability to associate existing lists with campaigns.
Manage scenarios
The Manage scenarios privilege allows the user to create, view, and edit scenarios. Absence of this privilege does not affect the user’s ability to configure scenario entries and associate such entries with existing scenarios.
Manage skills
With the Manage skills privilege, the user may create and edit existing auxiliary skills and assign skills to agents with specific levels.
Supervision group
Access Real-time Stats API
The Access Real-time Stats API privilege gives the user access to applications that are connected to Bright Pattern Contact Center via the Real-time Stats API.
Change alert configuration
Users with the Change alert configuration privilege 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
The Change real-time metric views privilege allows the user to add metrics to, and remove them from, any real-time metric views of the Agent Desktop application. The user may also change the order in which the metrics appear in the table views.
Absence of this privilege does not affect the 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
With this privilege, the 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
The Force agent states privilege allows the user to change current agent states of members of any team that the user is assigned to supervise.
Grade interactions
Grade interactions allows the user to 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 the privilege Listen to call recordings and view chat transcripts (see below).
Listen to call recordings and view chat transcripts
With Listen to call recordings and view chat transcripts, the user may review voice recordings and chat transcripts via the Contact Center Administrator application.
Absence of this privilege does not affect the 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 the 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
This privilege allows the user to listen to call recordings linked to activity history in the CRM records.
Manage canned chat responses system-wide
The Manage canned chat responses system-wide privilege allows the user to make canned chat responses available to all other agents of the contact center. For more information, see section How to Create and Edit Canned Chat Responses of the Agent Guide.
Monitor agent screen
With the Monitor agent screen privilege, the user may monitor screens of agents that the user is assigned to supervise.
Monitor interactions
The Monitor interactions privilege allows the user to connect to calls handled by agents that the user is assigned to supervise in silent monitoring, coaching, and barge-in modes. For more information, see section Call Monitoring, Coaching and Barge-In of the Supervisor Guide.
Pull screen pop
Pull screen pop allows the user to get snapshots of the Context Information Area of the desktops of agents that the user is 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 the privilege Monitor interactions (see above).
Set alerts for real-time metrics system-wide
This privilege allows the user to set alerts that the user 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
Set real-time metric views system wide allows the user to set real-time metric views that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have the privilege Change real-time metric views.
For more information, see section Customization of Metric Views of the Supervisor Guide.
View historical reports
The View historical reports privilege allows the user to generate and view reports via the Contact Center Administrator application. Absence of this privilege does not affect the user’s ability to access any of the general reporting settings or be a recipient of emailed scheduled reports.
View interaction records
With this privilege, the user may search for and review interaction records via the Contact Center Administrator application.
Absence of this privilege does not affect the 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
View real-time agent metrics allows the user to view real-time metrics for the agents of the teams that the user is assigned to supervise.
View real-time service metrics
With View real-time service metrics, the user may view real-time metrics for all services associated with the teams that the user is assigned to supervise.
Absence of this privilege does not affect the user’s ability to view campaign-specific metrics. To prevent access to these metrics, use privilege Control campaign operations (see above).
System Administration group
Privileges associated with system administration are described as follows.
Configure directory
The Configure directory privilege allows the user to create and modify external contacts that appear in the Directory of the Agent Desktop application.
Manage all teams
If granted the Manage all teams privilege, the user may
- create teams and change configuration of all existing users and teams
- create users and change configuration of existing users, provided that the user also has the Manage users privilege (see below)
- assign skills to, and change skill levels of, all existing agents, provided that the user 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
The Manage phones privilege gives the user full access to configuration of softphones, hardphones, access numbers, and scenario entries. Absence of this privilege does not affect the user’s ability to assign phone numbers to users.
Manage users
The Manage users privilege allows the user to create users and change configuration of existing users, provided that he also has the Manage all teams privilege (see above).
Publish help
Publish help gives the user full access to configuring help screens.
View audit log
With the View audit log privilege, the user can view the audit log.
View usage data
The View usage data privilege allows the user to 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
With this privilege granted, the user may review call recordings and chat transcripts of the services to which the user is assigned as a reviewer.