Unified Routing Roles and Permissions

Updated 

This article provides insights into the various permissions associated with Unified Routing and its different modules.

Assignment Engine

This default permission set is broad and comprehensive. For instance, the 'Create' permission enables a user to create all modules within unified routing, including skills, queues, agents, and more.

Permission

Description

View

Allows users to view all the modules of Unified Routing.

Create

Allows users to add all the modules of Unified Routing.

Edit

Allows users to edit all the modules of Unified Routing.

Delete

Allows users to delete all the modules of Unified Routing.

Switch Agent to PSTN

Allows users to switch agents between VOIP and PSTN connection.

Manage Agent Voice Settings

Allows users to edit agents' voice-related configuration.

Unified Routing

If you need more detailed control over permissions and want to assign different permissions for specific modules within unified routing (like skills, queues, capacity, etc.), you should use the Unified Routing feature. This allows for more granular governance, enabling you to manage permissions for each module individually.

Enablement note:

To learn more about getting the Unfied Routing permissions enabled, please work with your Success Manager.

Assignment Skill

Manage Skill

Allows users to add, edit and delete the skills and skill categories.

View

Allows users to view the skills already created.

Agent Unified Routing Properties

Edit Assignment Settings

Allows users to change agent level configurations.

Switch Agent to PSTN

Allows users to switch agent between VOIP and PSTN connection.

Manage Agent Voice Settings

Allows users to edit agent's voice related configuration.

View

Allows users to view the different agents/users already created.

User Group Unified Routing Properties

Edit Assignment Settings

Allows users to edit user group level configurations.

Switch Agent to PSTN

Allows users to switch agent between VOIP and PSTN connection.

Manage Agent Voice Settings

Allows users to edit agent's voice related configuration.

View

Allows users to view the different user groups already created in the environment.

Capacity Configuration

Manage Capacity Configurations

Allows users to add any new capacity profiles or edit existing capacity configurations.

View

Allows users to view the capacity configuration already present in the environment.

Work Queue

Manage Work Queue

Allows users to add, edit and clone a queue.

View Queue Details

Allows users to access the queue third pane showing details like Assignees, Assignment Failures, Pending Works, etc.

Delete

Allows users to delete a queue.

Reallocation

Allows users to add and save reallocation configs in the queue which helps in transferring some traffic to other queue.

View

Allows users to view the queue page.

Custom Channel

Manage Custom Channel

Allows users to add, edit and clone the custom channels.

Delete

Allows users to delete any existing custom channel.

View

Allows users to view the custom channels already present in the environment.