inContact WFO Admin > SecurityProfiles > PermissionsModal > Page Details: Security Profile Supervisor Permissions

Page Details: Security Profile Supervisor Permissions

Required security profile permissions: Security Profile Edit.

Monitoring

Enables users to perform actions in inContact Supervisor and the supervisor panel in Thin Agent. You can select any of the following:

  • 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.

  • Coach — Enables the user to enter an agent's active voice conversation and speak so that only the agent can hear.

  • Barge — Enables the user to enter an agent's active voice conversation and speak so that the agent and contact can hear.

  • 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 Manager, Supervisor, and Agent 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 Manager, Supervisor, and Agent 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 Contact History report that were previously recorded.

By default, the Manager, Supervisor, and Agent 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 Contact History report.

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

Security Profile Enabled

Agent

 
Supervisor
Manager

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