User Roles enables the System Administrator or Campaign Manager to set up roles that have specific permissions. These roles can then be used to assign to groups of people that perform a specific function.  

Where to find the User Roles module:

  • Open the Workspace.

  • Hover over the Administration menu.

  • Select User Roles. The first page of a list of User Roles is displayed. 

1. Add or Edit User Roles

To set up the User Role, go to the Administration, and select User Roles.

When selected, you will be presented with the following screen:

Click on the add icon at the top of this screen

You will be presented with the following screen:

Enter the 'Role Name' of the role you want to create

 You then assign the permissions to this role. On this screen, you can see the 7 titles.

  • Administration

  • Campaigns

  • Channels

  • Integration

  • Management

  • Resources

  • Extras

These are the modules that can be assigned to this role. Each module has a number of permissions. To assign permissions for each of the modules, you have 2 options:

  • Select all the permissions available in the module

  • Select specific permissions in the module

To view the permissions in each of the modules click on the “Show” button for the relevant module. For example, if you want to view the available permissions for Administration click on the Show button against the Administration Module:

When you do this, you will be presented with a list of available permissions. Now you can select the Administration permissions you want to assign to this User Role by putting a tick in the relevant tick box. Please see the example below:

Users who have this role can:

  •  View Agents

  •  View Notifications

  •  View and update Settings

  •  View Teams

Follow this process for each of the modules on this page until you have assigned all the required permissions to this User Role.

Once the User Role has been created, you can then create the User.

2. Display User Role

This feature allows you to navigate the list of available user roles in the contact centre.

A list of user roles is displayed. For each user role, the list displays the following details:



Role Name

The name of the role is displayed.

Users in Role

The number of users assigned to the Role is displayed.

An Edit icon appears if the mouse pointer is located above a row.  If this is clicked, the Edit User dialog is opened.

This icon appears next to each User Role. If this is clicked, the Add User Role dialog is opened.