Roles & Preferences
Control access to sensitive data and configure global behavior through the Roles and Preferences menus.
Role-Based Access Control (RBAC)
Section titled “Role-Based Access Control (RBAC)”Custom roles allow you to grant granular permissions to different types of users, ensuring they only see and modify what is necessary for their job.
Default Roles
Section titled “Default Roles”- Admin: Full access to all configuration and reporting.
- Supervisor: Access to monitoring, coaching, and team-level reporting.
- Agent: Access to handle engagements and view their own performance metrics.
Creating Custom Roles
Section titled “Creating Custom Roles”- Duplicate or Create: Start with a default role and duplicate it, or create a new one from scratch.
- Define Permissions: Select specific permissions for:
- Management: Queues, Flows, Skills, Asset Library.
- Real-time & Analytics: Dashboard access, Historical reports.
- Interactions: Ability to monitor, whisper, or barge into calls.
- Assign Users: Add agents or supervisors to the custom role.
Account-Wide Preferences
Section titled “Account-Wide Preferences”Preferences control global settings that apply to all Contact Center services.
- Recording Storage: Define where call and video recordings are stored (Zoom Cloud or external storage).
- Auto-Deletion: Set policies for how long recordings and transcripts are retained before being moved to the Archive or permanently deleted.
- Status Management: Configure the custom “Not Ready” reasons available to agents.
- Compliance: Enable data redaction to mask sensitive customer information in logs and recordings.
Configuration Steps
Section titled “Configuration Steps”- Audit Permissions: Regularly review custom roles to ensure they follow the principle of least privilege.
- Set Retentions: Configure auto-deletion policies in the Preferences menu to manage cloud storage costs.
- Enable Redaction: Activate redaction for any queues handling PII (Personally Identifiable Information).