Page Details: New Role
The New Role page enables you to create new roles and edit existing roles. Roles are named collections of permissions that define what users can and cannot do in inContact Workforce Optimization.
For more information, see Roles and Permissions Overview.
Basic Information
- Role Name
- Displays the unique name for this role.
- Description
- Allows you to describe the permissions, users, or both associated with this role.
- Created by
- Displays the username of the person who originally created this role, as well as the date and time the role was first saved. If the role has not yet been saved for the first time, this field displays "@Never". This field cannot be edited.
- Modified by
- Displays the username of the person who last saved this role, as well as the date and time the role was last saved, even if no changes were made at that time. If the role has not yet been saved for the first time, this field displays "@Never". This field cannot be edited.
General Administration & System Permissions
- Allow User Administration
- Allows users to add, edit, and delete other system users, and to add, edit, and delete roles. This is an administrator-level permission.
- Allow Password Changes
- Allows users to modify their own password in inContact WFO. This permission is included in the Default Agent role.
- Allow System Configuration
- Allows users to modify configuration settings. This is an administrator-level permission.
- Allow Recording Record and File Deletes
- Allows users to delete records from inContact WFO. Recording deletion can result in irretrievable data loss. This is administrator-level permission that should be granted to very few users.
- Allow Archive Administration
- Allows users to create and edit archive actions and perform other tasks associated with archiving recorded interactions.
- Allow Scheduling
- Allows users to set system-wide recording schedules. Recordings based on schedules are not governed by the disk quota of the user who created the schedule.
- Allow Group Administration
- Allows users to create and edit inContact Groups. While administering these groups, users with this permission can see all users to facilitate adding new group members.
- Allow API Authentication
- This permission is not used.
Coaching Permissions
Coaching permissions for performing, editing, and deleting evaluations are affected by the Player permission "Allow Viewing All Call Records and QA Evaluations". Users with this permission could potentially view QA reports for all groups and agents, evaluate any agent, edit any evaluation, and delete any evaluation.
- Allow Viewing of QA Evaluations
- Allows users to view and access evaluations for any group(s) to which they have permission, including their own evaluations. Several other Coaching permissions are dependent upon this permission. Selecting this option automatically selects permissions. If those permissions are not appropriate for a role, you can clear them individually. When this permission is not selected, the dependent permissions are grayed out and cannot be selected. This permission is included in the Default Agent role, which has no associated groups and therefore gives agents the ability to view only their own evaluations.
- Allow QA Form Administration
- Allows users to build and edit QA forms for any group.
- Allow Manage Achievements
- Allows users to add a new achievement type for any agent or group. Also allows users to view and edit added achievement types, view a list of achievements awarded to agents, and upload custom icons displayed when achievements are awarded. To award ad hoc achievements, users must have the Allow Award Ad Hoc Achievements permission.
- Allow Award Ad Hoc Achievements
- Allows users to award an existing ad hoc achievement type to any agent or group to which they have permission. To add or edit achievement types, users must have the Allow Manage Achievements permission.
- Allow Viewing of Evaluator's Name
- Allows agents to see the name of the evaluator on completed evaluations and in references to those evaluations within the inContact WFO Web Portal.
- Allow Deletion of Completed QA Evaluations
- Allows users to delete completed QA evaluations for groups to which they have permission, including their own evaluations. This allows for a disputed score to be deleted, and then reissued when appropriate. This permission is not required to delete in-progress evaluations.
- Allow Content Library Management
- Allows users to upload and manage files in the Content Library.
- Allow Editing of Completed QA Evaluations
- In combination with the Allow Performing QA Evaluations permission, allows users to edit the score or responses of a completed QA evaluation for groups to which they have permission, including their own evaluations. This permission is not required to edit in-progress evaluations.
- Allow Performing QA Evaluations
- Allows users to perform an evaluation upon an agent in any group to which they have permission, to serve as arbitrators for dispute resolution involving agents they have access to evaluate, and to edit or delete an in-progress evaluation for an agent in any group to which they have permission.
- Allow Performing Self-Evaluations
- Allows users to perform evaluations on their own recorded interactions using self-evaluation forms. Works in conjunction with the Allow Viewing of User's Own Records permission.
Reporting Permissions
- Allow Viewing Call Reports
- Allows users to run reports based on call detail data. This permission is included in the Default Agent role and allows agents to view reports on their own recorded interactions.
- Allow Viewing QA Reports
- Allows users to run reports based on QA data. This permission is included in the Default Agent role and allows agents to view reports on their own evaluations.
- Allow Viewing Analytics Reports
- Allows users to run analytics reports (if your system includes inContact Speech Analytics).
- Allow Viewing Audit Reports
- Allows users to run audit reports to monitor actions taken by other users in the system. This is an administrator-level permission.
- Allow Viewing System Reports
- Allows users to perform system-level reporting. This is an administrator-level permission.
- Allow WFO Ad Hoc Reporting
- Allows users in the inContact WFO Web Portal to view the Ad Hoc Reporting menu, create ad hoc reports using the Report Builder page, and view or edit any ad hoc report that has been saved. This permission does not provide access to any report data and does not change the ability to save report search criteria as public or private. Reporting category permissions (such as Allow Viewing Call Reports) control the data fields users can see on the Report Builder page. For example, to create an ad hoc report on QA evaluations, a user needs both the Allow Viewing QA Reports and Allow Discover Ad Hoc Reporting permissions.
- Allow Report Subscriptions
- Allows users to set a specific report to run at a scheduled time and provide the results to multiple users via email.
- Allow Viewing Survey Reports
- Allows users to run survey reports (if your system includes inContact Survey)
Player Permissions
- Allow Viewing of User's Own Records
- Allows users to access the Call List and view interactions recorded from their associated user account. This permission is included in the Default Agent role.
- Allow Viewing All Call Records & QA Evaluations
- Allows users to view all call recordings and QA evaluations even if no inContact Groups or
- Allow Player Blackout
- Allows users to apply a manual blackout to a recording during playback. Manual blackouts can result in irretrievable data loss. This permission should be granted to very few users.
- Allow Live Monitoring of Calls
- Allows users to listen to call audio as it is being recorded.
- Allow Downloading of Export
- Allows users to export recordings from inContact WFO to their workstation using the inContact WFO Web Portal. Also allows users access to create and delete custom file masks for exported recordings.
- Allow Emailing of Export
- Allows users to export and send recordings to an email address using the inContact WFO Web Portal. Also allows users access to create and delete custom file masks for exported recordings.
- Allow Bookmarking
- Allows users to attach public or private bookmark comments to recorded interactions.
- Allow Viewing of Video
- If your organization uses inContact Screen Recording, allows users to view video recordings associated with call records. Also allows live monitoring of video (where available) and video for timed schedules (that is, screens recorded without associated calls).
Survey Permissions (for organizations using inContact Survey)
- Allow Viewing Surveys
- Allows users to view completed survey results.
- Allow Survey Administration
- Allows users to manage inContact Survey server configuration.
- Allow Editing Surveys
- Allows users to create, delete, and manage survey forms.
- Allow Deleting Surveys
- This permission is not used. The ability to delete surveys is included in the Allow Editing Surveys permission.
Analytics Permissions (for organizations using inContact Speech Analytics)
- Allow Analytics View
- Allows users to view speech analytics data.
- Allow Analytics Administration
- Allows users to configure inContact Speech Analytics.
On-Demand Permissions
Dashboard Permissions
- Allow Widget Administration
- Allows users to configure widgets or perform restricted tasks in widgets. This permission is not for granting users access to data. For example, users must have this permission to post items to the News widget, but not to see the News widget on their dashboard.
The following three permissions apply only if your organization uses both inContact Workforce Management v1 and inContact Workforce Optimization.
- Allow View Forecast Actual Data
- Allows users to view, in the inContact WFO Web Portal, forecast call volume data and actual call volume data created and maintained through inContact WFM v1.
- Allow View Service Level Data
- Allows users to view, in the inContact WFO Web Portal, service level data created and managed through inContact WFM v1.
- Allow View Snapshot Data
- Allows users to view, in the inContact WFO Web Portal, call data and agent status information created and maintained through inContact WFM v1.
Discover Toolbar Permissions
The Discover Toolbar has been deprecated from inContact Workforce Optimization.
Fusion Permissions
- Allow Fusion Administration
- This permission has been deprecated from inContact Workforce Optimization.
inView Permissions (for organizations using inView Performance Management)
- Enable inView
- Allows the user and their associated records and performance metrics to be managed through inView.
inContact WFM v1 Permissions (for organizations using inContact Workforce Management v1)
inContact Workforce Management v1 permissions are best understood in the context of the tasks to which they relate. Very few inContact WFM v1 tasks require only a single permission. This section provides only a list of the inContact Workforce Management v1 permissions you will see in the inContact WFO Web Portal. For a full discussion of inContact WFM v1 permissions, as well as sample role/permission configurations, see Permissions and Roles Overview for inContact WFM v1.
Permissions in this section are listed in alphabetical order rather than order of appearance.
Add Leave Request All
Add Leave Request Team
Configuration Section
Edit News Widget
Employee Create
Employee Profile All View
Employee Profile Team View
Employee Schedule All Edit
Employee Schedule All View
Employee Schedule Self Edit
Employee Schedule Self View
Employee Schedule Team Edit
Employee Schedule Team View
Employee Search
Employee Section
Employee Self Edit
Forecast Acquire
Forecast Predict
Forecast Section
Historical Widgets
Home Page Widgets
Leave Request Approval All
Leave Request Approval Team
PTO Page All View
PTO Page Self Edit
PTO Page Team View
Real Time Widgets
Allow WFM Ad Hoc Reporting
Reports Historical
Reports Processes
Reports Real Time
Reports Section
Roster All
Roster Team
Schedule Bidding
Schedule Create
Schedule Load
Schedule Publish
Schedule Section
Swap Request Approval All
Swap Request Approval Team
User Edit Field Permissions
Associated inContact Group
- Unattached inContact Group
- Displays all inContact Groups not currently associated with the role.
- Attached inContact Group
- Displays all inContact Groups that are currently associated with the role.
The right and left arrow icons allow you to move groups from one column to the other.
Group
The large field displays a list of any
The add icon (designated by a green plus sign) allows you to add a group to the list. The delete icon (designated by the red x) allows you to remove a group from the list.
ACD Gate
