Required security profile permissions: Security Profile Edit.
When you create a new security profile, or modify an existing one, you can determine the power users with the security profile have over supervisor tools and the Supervisor application, including call monitoring, recording, and playback.
For more information, see Security Profiles Overview.
Launch Supervisor
Enables users to access the Supervisor Application. Permissions control the visibility of the Launch Supervisor link in Central.
By default, the Agent, Manager, Supervisor, and Admin system security profiles have the following permissions enabled:
| Security Profile | Launch Supervisor |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager | |
|
Admin |
Monitoring
Enables users to perform actions in inContact Supervisor and the
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Monitor — Enables the user to discreetly listen to an agent's active voice conversation. Any user with the Monitor permission can view the Launch Supervisor button.
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Coach — Enables the user to enter an agent's active voice conversation and speak so that only the agent can hear.
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Barge — Enables the user to enter an agent's active voice conversation and speak so that the agent and contact can hear.
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Take Over — Enables the user to take over an agent's active voice conversation, removing the agent from the call and managing the rest of the call. If your contact center uses inContact Supervisor, the supervisor manages the rest of the call in MAX; this means that you must also enable the Agent MAX permission for the take over functionality to work correctly.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Monitor | Coach | Barge | Take Over |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Record
Enables users to record agent calls.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Record |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Call Recording Playback Access
Enables users to play back calls from the
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Download Call Recordings
Enables users to download recorded calls from the
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Agent Tab
Allows users to access controls at the Agent Tab level in the Supervisor application.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Skill Tab
Allows users to access controls at the Skill Tab level in the Supervisor application.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |