Basic user roles

Who should read this article: Administrators

Learn about the roles in Voiso's "Start-up" plan – Admin, Supervisor, Analyst, Agent, and Hardware Phone – including their features and configurable options.

Introduction

A user is anyone in your contact center responsible for administration, supervision, data analysis, or handling interactions as an agent. These responsibilities are called roles. Contact centers that are on the Voiso's "Start-up" plan or contact centers without Security Access Groups enabled have the following user roles pre-defined:

• Admin
• Supervisor
• Analyst
• Agent
• Hardware Phone

This article provides an overview of the features assigned to each role, including which features are configurable.

The Voiso basic user roles simplify the management of users in your contact center. Each role has slightly different permissions, some of which may be configured either individually, or in bulk. As your contact center grows, you may consider adding Security Access Groups to give you more complex user permission options.

Creating users and assigning roles

To create and manage user accounts, navigate to the Users page by selecting Users > Users from the Voiso main menu.

To add a single user:

1. Navigate to Users > Users from the Voiso main menu.
2. Click Add user.
3. Specify the user's properties.
4. Select a role from the Role menu.
5. Click Save.

Modifying user role permissions

A user role defines the access permissions available to a user in your contact center. In the Start-up plan, five predefined roles are available:

• Admin
• Agent
• Analyst
• Hardware Phone
• Supervisor

You assign roles to users by using the Add user or Edit user pages.

Each role has default permissions tailored to its responsibilities. While some permissions are fixed, others can be modified based on your contact center's needs. Detailed permission tables are provided in the role descriptions below.

To view or modify a user's permissions:

1. Select the username from the Users table to open the Edit user page.
2. Review or adjust the permissions as needed.
3. Click Save to apply the changes.

Role permissions

The following subsections outline the features assigned to each role. Each subsection includes a table detailing the default settings for available features and whether they can be modified. For some roles there are settings that are enabled and cannot be disabled.

Admin

The Admin role provides features for users who set up features for other user roles as well as contact center operations. Users with the Admin role also have access to reporting features, including the Real-time Dashboard, Historical Reports, and Call Detail Records.

Agent

The Agent role provides the most common contact center features for users who handle interactions. Agents do not have permission to use reporting, supervisory, or administrative features; however, you can use the available features in the Administration feature area to specify which user interfaces the agent may access.

Granting Outgoing Call Permissions to a User

By default, new users do not have permission to make manual outbound calls. You must grant this permission in the user's profile or import a bulk user CSV with the Allow Manual Outbound Calls field set to y.

To enable manual outbound calling for a new user, follow these steps:

1. Navigate to Users > Users in the Voiso main menu.
2. Click Add user to create a new user profile.
3. Enter the user's Name.
4. Specify the AD Username—this is the name displayed in Agent Panel.
5. Enter the Email address the user will use to sign in.
6. Select the Role for the user:
   • Choose Agent for users who will handle interactions.
7. Set the user's Extension—this number is used for call transfers and routing.
8. Enter the Caller ID that will be displayed when making outbound calls.
   • If left blank, the default Caller ID is used.
9. Select the user's Time zone.
10. In the Permissions section, enable Allow manual outbound calls.
    • This is required only if the user will manually dial outbound calls.
    • If the user will only handle inbound calls or participate in outbound Dialer campaigns, this setting is not required.
11. (Optional) To allow click-to-call from your CRM, enable Allow click-to-call.
12. Assign the user to a Team.
13. If the user will handle inbound calls, assign them to a Queue.
14. Click Save to create the user profile.

Analyst

The Analyst role is designed for specialist users who review Call Detail Records. Grant the CDR enabled permission to enable this capability.

Hardware Phone

Like users with the Agent role, users with the Hardware Phone role handle interactions. However, users with the Hardware Phone role cannot sign in to the Voiso application. All calls are handled using a hardware phone.

Supervisor

The Supervisor role is designed for users responsible for managing agents within their assigned teams. By default, supervisors have access to specialized contact center features, including the Real-time dashboard for monitoring performance, including the Agent Zoom, the ability to manage assigned queues and interaction flows configured by an administrator, access to agent profiles within their teams, and the capability to create and send broadcast messages to their team members.

Adding and modifying bulk users

For detailed instructions on importing and modifying bulk user accounts, refer to the main Users article.

Start-up plan accounts use a different bulk user template than contact centers on Voiso plans with System Access Groups enabled. The table below outlines the fields included in the Start-up bulk user template.

Watch this video to learn how to export a list of existing users as a CSV file, edit it to modify user details, and import the updated file to apply changes and add new users to your contact center.

To download a CSV file containing all your current users, navigate to Users > Users and click Export CSV. Add new users to the CSV file or update details for existing users. When you upload the file, new users will be created, and any changes made to existing users will be applied to their accounts.