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.

Permissions Definitions

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. Otherwise, a system administrator must modify the password for the user. Users cannot use the "Forgot Password" functionality in inContact WFO unless they have this permission. This permission affects only the inContact WFO password and should not be selected if your organization uses Active Directory authentication. 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 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, and selecting this option automatically selects those permissions as well. If the additional permissions are not appropriate for a role, you can clear them individually. When this permission is not selected, the dependent permissions are disabled 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 Global Deduction Calc Setting
Allows users to edit the Web Portal setting that controls how negative scores are displayed on evaluations. Users with this permission will be able to view the entire Web Portal Settings page, but will not be able to change any settings other than Quality Management Settings unless they also have the Allow System Configuration permission.
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.
Allow Override of Global Deduction Calc Setting
Allows users to override, on a per-form basis, the Web Portal setting that controls how negative scores are displayed on evaluations. This permission should only be granted in conjunction with Allow QA Form Administration, since the override must be enabled during creation of the form.
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)
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, ACD groups, or ACD gates are associated with the role. This permission should be granted to very few users.
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).
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.
Allow Analytics View
Allows users to view speech analytics data.
Allow Analytics Administration
Allows users to configure inContact Speech Analytics.

If your organization does not use on-demand recording, these permissions do not apply to your system.

If you change permissions while a user is logged into On-Demand, the changes will not take effect until the next time the user logs into the On-Demand client.

Allow Recording by Device ID
Allows users to record based on the physical device extension.
Allow Call Updates
Allows users to update call recordings with additional information which is stored in inContact WFO's user-configurable database fields. You control which fields users can update using On-Demand. For more information, see On-Demand Overview.
Prevent Settings Changes
Applies only in Premises deployments. This permission prevents users from changing the IP address and port used to connect to the On-Demand server, as well as which of the On-Demand servers is the primary server, from within the On-Demand client.
Allow Web On Demand
This permission is not used.
Allow Recording by Device Alias
Allows users to record based on a device alias (an agent-associated identifier in your ACD/PBX that can be mapped to a physical device). This supports environments where agents use different physical devices but keep the same extension.
Allow Recording Stop
Allows users to stop call recordings that they initiate or that are already in progress, even if your system is set to always record. This permission should be granted to relatively few users.
Prompt for Device at Login
Applies only in Premises deployments (in Hybrid deployments, users are always prompted for device at login). This permission causes the On-Demand client to prompt users to enter their physical device ID, extension, or voice port each time they log in. This permission cannot be used if the Prevent Device ID Changes permission is selected.
Notify On Demand Recordings Only
Applies only in Premises deployments. This permission allows notifications to be displayed only for recordings initiated through the On-Demand client. Users with this permission can stop or blackout only those recordings they started with the On-Demand client; the options will be disabled at all other times. In Hybrid deployments, any user can see their recording status but only when they are recording on demand.
Allow Desktop Recording
Allows users to start and stop screen recording if the inContact Screen Recording client is installed on their workstation.
Prevent Device ID Changes
Applies only in Premises deployments. This permission prevents users from setting or changing their device ID, extension, or voice port from the On-Demand client. When this option is selected, you must manually maintain the association of device IDs to workstations. For related information, see inContact Screen Recording Overview. This setting cannot be used if the Prompt for Device ID permission is selected.
Allow Blackout Start and Stop
Applies only in Premises deployments. This permission allows users to start and stop blackouts using the On-Demand client.
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.
Enable inView
Allows the user and their associated records and performance metrics to be managed through inView.

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

inContact WFO provides fifteen (15) fields that you can customize to contain data relevant to your organization. These fields can be populated automatically via custom API integrations or manually by your agents using the On-Demand module. You can assign individual permissions to edit each of these fields.

Associated inContact Groups

The right and left arrow icons allow you to move groups from one column to the other.

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.

Group

The large field displays a list of any ACD groups associated with this role. The smaller field allows you to type new ACD groups to be added to the list. You must type the name of the ACD group exactly as it appears in the PBX.

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

The large field displays a list of any ACD gates associated with this role. The smaller field allows you to enter new ACD gates to be added to the list. You must type the name of the ACD gate exactly as it appears in the PBX.

The add icon (designated by a green plus sign) allows you to add a gate to the list. The delete icon (designated by the red x) allows you to remove a gate from the list.

Related Tasks