Security Profile Permissions Tab: Agent Permissions

Required security profile permissions: Security Profile Edit.

OverviewClosed

When you create a new security profile or modify an existing one, you can determine the features users with the security profile can use in the Agent applications.

For more information, see Security Profiles Overview.

Agent MAX

Enables users to use the MAX application. You must also enable Agent Phone, Agent Station, or both, for users to access any Agent application, including MAX.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Agent Phone

Enables users to access the Agent application by entering their phone numbers.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Agent Schedule

Enables users to access their work schedules in the Agent application. This permission currently only applies to the Verint WFM product.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor  
Manager  

Agent Softphone (Requires MAX)

Enables users to use the Softphone feature, which requires the Agent MAX permission and at least one of Agent Phone or Agent Station.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Agent Station

Enables users to access the Agent application by entering their station IDs.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Masking

Enables users to mask calls to prevent sensitive information from being recorded.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

 
Supervisor  
Manager  

Mute Agent

Enables users to mute themselves on a call.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Record Contact

Enables users to record a voice conversation with a contact.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Outbound Strategy

Enables users to use the Personal Connection automated outbound dialer.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View

Agent

Supervisor
Manager

Multi-Party Conferencing

Enables users to engage in conference calls with three or more parties.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit

Agent

   
Supervisor    
Manager

Related Tasks