Understanding User Roles and Permissions
Table of Contents
When you create users, you can assign user roles and grant them the permissions associated with that role. The following tables contain user roles and the corresponding permissions for that role:
Fall23 User Roles and Permissions
The following table describes the user roles and the permissions in version Fall23 of the SmartReach application:
Power Users - Descriptions and Configurable Powers
| SYSADMIN | SUPERUSER | MANAGER | IT USER | |
|---|---|---|---|---|
| Users with full access across the SmartReach Portal. Can make changes (administer) to other users. | Users with full access except for some configuration tools. Cannot be an administrator to Sysadmins. | Users who supervise campaigns and agents. | Users who have access to Configure tools and user monitoring. | |
| Configurable Powers | Access to the Call Recording Report | Access to the Call Recording Report | Access to the DNC List | |
| Download a call recording | Download a call recording | Access to Administer Agents | None | |
|
Stream (playback) call recordings |
Stream (playback) call recordings |
Access to dialing strategies | ||
| Download screen recordings | Download screen recordings | Access to Campaign Templates | ||
| Access to the Voicemail Recording Report | Access to the Voicemail Recording Report | Access to Campaign Scrub Options | ||
| Stream (playback) voicemail recordings | Stream (playback) voicemail recordings | Access to Segmentations | ||
| Download voicemail recordings | Download voicemail recordings |
Access to upload campaigns including:
|
||
| Download email attachments | Download email attachments | Ability to modify services | ||
| Access to Contact Manager | ||||
| Access to the Call Recording Report | ||||
| Download call recordings | ||||
| Stream (playback) call recordings | ||||
| Download screen recordings | ||||
| Access to Ticketing | ||||
| Access to Accounts | ||||
| Access to the Voicemail Recording Report | ||||
| Stream (playback) voicemail recordings | ||||
| Download Voicemail Recordings | ||||
| Download Email Attachments | ||||
| Service Scope Restrictions | None | Monitor | Monitor | None |
| Campaign Manager | Campaign Manager | |||
| Template Manager | Template Manager | |||
| Agent configuration | Agent configuration | |||
| Resource Group | Resource Group | |||
| Skill editor | Skill editor | |||
| Default Group | Monitor | Monitor | Monitor | Configure |
Power Users - Roles and Permissions
The following table provides information about the features that can be accessed by the power users:
| SYSADMIN | SUPERUSER | MANAGER | IT USER | ||
|---|---|---|---|---|---|
| Campaign Monitor | Client | Full | Full | Full | Full |
| Call Center | Full | Full | Full | Full | |
| Service | Full | Full | Full | Full | |
| Campaign Control | Full | Full | Full | View Only | |
| Agent Monitor | Monitor | Full | Full | Full | Full |
| Switch Active/ Inactive Status |
Full | Full | Full | Full | |
| Switch Service | Full | Full | Full |
Full |
|
| Logoff | Full | Full | Full | Full | |
| Send Message | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | |
| Chat | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | |
| Configure | Campaign Manager | Full | Full | Optional | None |
| Campaign Templates | Full | Full | Optional | None | |
| Partition Manager | Full | Full | Optional | None | |
| Email Editor | Full | Full | None | Full | |
| Client Editor | Full | None | None | Full - Excluding the Security tab. | |
| Call Center Editor | Full | None | None | Full | |
| Service Group | Full | Full | Full | Full | |
| Service Editor | Full | Full | Optional | Full | |
| Agent Configuration | Full | Full | Optional | Full | |
| Agent Desktop | Full | None | None | Full | |
| Termination Codes | Full | None | None | Full | |
| Agent Skill | Full | Full | Optional | Full | |
| Agent Teams | Full | Full | View-Only | Full | |
| Agent Phonebook | Full | None | None | Full | |
| Scheduled Callback | Full | Full | View-Only | Full | |
| Agent Scheduling | Full | Full | Full | Full | |
| Quick Response | Full | Full | Full | Full | |
| Tickets | Full | Full | Full | Full | |
| Tickets Config | Full | Full | Optional | Full | |
| DNC Editor | Full | Full | Optional | Full | |
| Contact Views | Full | Full | Optional | None | |
| Contacts | Full | Full | Optional | None | |
| Attempt Supervisor | Full | Full | None | None | |
| Accounts | Full | Full | Optional | Full | |
| Accounts Config | Full | Full | Optional | Full | |
| Phone Numbers | Full | Full | None | Full | |
| Profiles | Full | Full | None | Full | |
| Contact Timing | Full | Full | Full | None | |
| Strategy | Full | Full | Optional | None | |
| CID Package | View-Only | View-Only | View-Only | None | |
| Block Caller ID | Full | Full | None | Full | |
| Email Channel | Full | Full | Full | Full | |
| SMS Channel | Full | Full | Full | Full | |
| Web Widget | Full | None | None | Full | |
| KB Config | Full | Full | Full | Full | |
| KB Content Library | Full | Full | Full | Full | |
| KB Search | Full | Full | Full | Full | |
| Messages | Full | None | None | Full | |
| Phrases | Full | None | None | Full | |
| Contact Flows | Full | None | None | Full | |
| SFTP Browser | Full | None | None | Full | |
| Input Filter | Full | None | None | Full | |
| Reporting Outcomes Mapper | Full | None | None | Full | |
| Export Format | Full | None | None | Full | |
| Jobs | View-Only | None | None | View-Only | |
| Audit Log Viewer | Full | None | None | Full | |
| User Editor | Full | Full except Sysadmin | None | None | |
| Fields | Full | None | None | Full | |
| Roles | Full | Full | None | None | |
| Review | Reports | Optional - Depending on configurable powers | Optional - Depending on configurable powers | Optional - Depending on configurable powers | None |
| WFO | Analytics Dashboard | Full | Full | Full | None |
| Search and Score | Full | Full | Full | None | |
| Agent Statistics | Full | Full | Full | None | |
| Agent Statistics and Trend | Full | Full | Full | None | |
| Arbitrator Report | Full | Full | Full | None | |
| Calibration Results | Full | Full | Full | None | |
| Interaction Intent | Full | Full | Full | None | |
| Keyword by Agent | Full | Full | Full | None | |
| Keyword Summary | Full | Full | Full | None | |
| Keyword Usage | Full | Full | Full | None | |
| Primary Interaction Intent | Full | Full | Full | None | |
| Scorecard Queue | Full | Full | Full | None | |
| Scorecard Statistics | Full | Full | Full | None | |
| Skill Statistics Summary | Full | Full | Full | None | |
| Agent Maintenance | Full | Full | Full | None | |
| Audio Comments Categories | Full | Full | Full | None | |
| Automated Reports | Full | Full | Full | None | |
| Filter Group Management | Full | Full | Full | None | |
| Grade Templates | Full | Full | Full | None | |
| Interaction Intents | Full | Full | Full | None | |
| Interaction Intent Types | Full | Full | Full | None | |
| Keyword Lists | Full | Full | Full | None | |
| Saved Search Management | Full | Full | Full | None | |
| Scorecard Categories | Full | Full | Full | None | |
| Scorecards | Full | Full | Full | None | |
| Skill Maintenance | Full | Full | Full | None | |
| SpeechIQ Library | Full | Full | Create and edit. Cannot delete. |
None | |
| Synonyms | Full | Full | Full | None | |
| Tags | Full | Full | Full | None | |
| Tasks | Full | Full | Full | None | |
| User Maintenance | Full | Full | Full | None | |
| Billing Report | Full | None | None | None | |
| Client Config | Full | None | None | None | |
| Client Index Usage Report | Full | None | None | None | |
| Client Integrations | Full | None | None | None | |
| Logging | Full | None | None | None | |
| Redaction-Extraction | Full | None | None | None | |
| Sharing | Full | None | None | None | |
| Word Replacement | Full | None | None | None | |
| Word Replacement Report | Full | None | None | None | |
| Quality Monitoring Dashboard | Full | Full | Full | None | |
| Word Cloud | Full | Full | Full | None | |
| Assignment | Full | Full | Full | None | |
| Config | Full | Full | Full | None | |
| Content Library | Full | Full | Full | None | |
| Agent Schedule Adherence | Full | Full | Full | None | |
| Agent Scheduling | Full | Full | Full | None | |
| Schedule Performance | Full | Full | Full | None | |
| Alerting | Full | Full | Full | None | |
| Performance Report | Full | Full | Full | None | |
| Work Queue | Full | Full | Full | None | |
| Work Queue Config | Full | Full | Full | None |
Lite Users - Descriptions and Configurable Powers
| AUDITOR | REPORT ADMIN | CLIENT AUDITOR | ALERTS ONLY | |
|---|---|---|---|---|
| Configurable Powers | Users who oversee campaigns and agents through view-only access. | Users who have access to the reporting suite. | Users who have listen-only access to live and pre-recorded calls. | Users who do not have access to SmartReach platform. Receives alerts by email. |
| Access to the Call Recording Report | Access to the Call Recording Report | View costs | None | |
| Download call recordings | Download call recordings | Access to reports | ||
| Stream (playback) call recordings | Stream (playback) call recordings | Access to real-time reports | ||
| Download screen recordings | Download screen recordings | Access to the Service Efficiency Report | ||
| Access to the Voicemail Recording Report | Access to the Voicemail Recording Report | Access to the Campaign Summary Report | ||
| Stream (playback) voicemail recordings | Stream (playback) voicemail recordings | Access to the Billing Duration Report | ||
| Download voicemail recordings | Download voicemail recordings | Access to the Call Recording Report | ||
| Download email attachments | Download email attachments | Download call recordings | ||
| Stream (playback) call recordings | ||||
| Download screen recordings | ||||
| Access to the Voicemail Recording Report | ||||
| Stream (playback) voicemail recordings | ||||
| Download voicemail recordings | ||||
| Download email attachments |
||||
| Service Scope Restriction | Monitor | None | Monitor | None |
| Default Group | Monitor | Review | Monitor | None |
Lite Users - Roles and Permissions
| AUDITOR | REPORT ADMIN | CLIENT AUDITOR | ALERTS ONLY | ||
|---|---|---|---|---|---|
| Campaign Monitor | Client | View-Only | None | None | None |
| Call Center | View-Only | None | None | None | |
| Service | View-Only | None | None | None | |
| Campaign Control | View-Only | None | View-Only | None | |
| Agent Monitor | Monitor | Listen-Only | None | Listen-Only | None |
| Switch Active/Inactive Status | None |
None |
None |
None |
|
| Switch Service | None | None | None | None | |
| Logoff | None | None | None | None | |
| Send Message | None | None | None | None | |
| Chat | None | None | None | None | |
| Configure | Campaign Manager | None | None | None | None |
| Campaign Templates | None | None | None | None | |
| Partition Manager | None | None | None | None | |
| Email Editor | None | None | None | None | |
| Client Editor | None | None | None | None | |
| Call Center Editor | None | None | None | None | |
| Service Group | None | None | None | None | |
| Service Editor | None | None | None | None | |
| Agent Configuration | None | None | None | None | |
| Agent Desktop | None | None | None | None | |
| Termination Codes | None | None | None | None | |
| Agents | None | None | None | None | |
| Agent Skill | None | None | None | None | |
| Agent Teams | None | None | None | None | |
| Agent Phonebook | None | None | None | None | |
| Scheduled Callback | None | None | None | None | |
| Agent Scheduling | None | None | None | None | |
| Quick Response | None | None | None | None | |
| Tickets | None | None | None | None | |
| Tickets Config | None | None | None | None | |
| DNC Editor | View-Only | None | None | None | |
| Contact Views | None | None | None | None | |
| Contacts | None | None | None | None | |
| Attempt Supervisor | None | None | None | None | |
| Accounts | None | None | None | None | |
| Account Config | None | None | None | None | |
| Phone Numbers | None | None | None | None | |
| Profiles | None | None | None | None | |
| Contact Timing | None |
None |
None | None | |
| Strategy | None | None | None | None | |
| CID Package | None | None | None | None | |
| Block Caller ID | None | None | None | None | |
| Email Channel | None | None | None | None | |
| SMS Channel | None | None | None | None | |
| Web Widget | None | None | None | None | |
| KB Config | None | None | None | None | |
| KB Content Library | None | None | None | None | |
| KB Search | None | None | None | None | |
| Messages | None | None | None | None | |
| Phrases | None | None | None | None | |
| Contact Flows | None | None | None | None | |
| SFTP Browser | None | None | None | None | |
| Input Filter | None | None | None | None | |
| Reporting Outcome Mapper | None | None | None | None | |
| Export Format | None | None | None | None | |
| Jobs | None | None | None | None | |
| Audit Log Viewer | None | None | None | None | |
| User | None | None | None | None | |
| Fields | None | None | None | None | |
| Roles | None | None | None | None | |
| Review | Reports | Optional - Depending on configurable powers | Optional - Depending on configurable powers | Optional - Depending on configurable powers |
Optional - Depending on configurable powers |
| WFO | SpeechIQ | None | None | None | None |
| eLearning | None | None | None | None | |
| Workforce Management | None | None | None | None | |
| Work Queue | None | None | None | None |
Custom Roles
You can create custom roles based on the default user roles. To create new rules and assign permissions, see Defining Roles and Permissions for Custom Users.
Important
When you create a custom role from a default role, all the permissions of the default role are assigned to the custom role. For example, if you create a custom role from the Superuser role, all the permissions of the Superuser are assigned to the custom role.
LV19 User Roles and Permissions
The following table describes the user roles and the permissions in version LV19 of the LiveVox application:
Power Users - Descriptions and Configurable Powers
| SYSADMIN | SUPERUSER | MANAGER | IT USER | |
|---|---|---|---|---|
| Users with full access across the LiveVox Portal (LVP). Can make changes (administer) to other users. | Users with full access except for some configuration tools. Cannot be an administrator to Sysadmins. | Users who supervise campaigns and agents. | Users who have access to Configure tools and user monitoring. | |
| Configurable Powers | Access to the Call Recording Report | Access to the Call Recording Report | Access to the DNC List | |
| Download a call recording | Download a call recording | Access to Administer Agents | None | |
|
Stream (playback) call recordings |
Stream (playback) call recordings |
Access to dialing strategies | ||
| Download screen recordings | Download screen recordings | Access to Campaign Templates | ||
| Access to the Voicemail Recording Report | Access to the Voicemail Recording Report | Access to Campaign Scrub Options | ||
| Stream (playback) voicemail recordings | Stream (playback) voicemail recordings | Access to Segmentations | ||
| Download voicemail recordings | Download voicemail recordings |
Access to upload campaigns including:
|
||
| Download email attachments | Download email attachments | Ability to modify services | ||
| Access to Contact Manager | ||||
| Access to the Call Recording Report | ||||
| Download call recordings | ||||
| Stream (playback) call recordings | ||||
| Download screen recordings | ||||
| Access to Ticketing | ||||
| Access to Accounts | ||||
| Access to the Voicemail Recording Report | ||||
| Stream (playback) voicemail recordings | ||||
| Download Voicemail Recordings | ||||
| Download Email Attachments | ||||
| Service Scope Restrictions | None | Monitor | Monitor | None |
| Campaign Manager | Campaign Manager | |||
| Template Manager | Template Manager | |||
| Agent configuration | Agent configuration | |||
| Resource Group | Resource Group | |||
| Skill editor | Skill editor | |||
| Default Group | Monitor | Monitor | Monitor | Configure |
Power Users - Roles and Permissions
The following table provides information about the features that can be accessed by the power users:
| SYSADMIN | SUPERUSER | MANAGER | IT USER | ||
|---|---|---|---|---|---|
| Campaign Monitor | Client | Full | Full | Full | Full |
| Call Center | Full | Full | Full | Full | |
| Service | Full | Full | Full | Full | |
| Campaign Control | Full | Full | Full | View Only | |
| Agent Monitor | Monitor | Full | Full | Full | Full |
| Switch Active/ Inactive Status |
Full | Full | Full | Full | |
| Switch Service | Full | Full | Full |
Full |
|
| Logoff | Full | Full | Full | Full | |
| Send Message | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | |
| Chat | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | |
| Configure | Campaign Manager | Full | Full | Optional | None |
| Campaign Templates | Full | Full | Optional | None | |
| Partition Manager | Full | Full | Optional | None | |
| Email Editor | Full | Full | None | Full | |
| Client Editor | Full | None | None | Full - Excluding the Security tab. | |
| Call Center Editor | Full | None | None | Full | |
| Service Group | Full | Full | Full | Full | |
| Service Editor | Full | Full | Optional | Full | |
| Agent Configuration | Full | Full | Optional | Full | |
| Agent Desktop | Full | None | None | Full | |
| Termination Codes | Full | None | None | Full | |
| Agent Skill | Full | Full | Optional | Full | |
| Agent Teams | Full | Full | View-Only | Full | |
| Agent Phonebook | Full | None | None | Full | |
| Scheduled Callback | Full | Full | View-Only | Full | |
| Agent Scheduling | Full | Full | Full | Full | |
| Quick Response | Full | Full | Full | Full | |
| Tickets | Full | Full | Full | Full | |
| Tickets Config | Full | Full | Optional | Full | |
| DNC Editor | Full | Full | Optional | Full | |
| Contact Views | Full | Full | Optional | None | |
| Contacts | Full | Full | Optional | None | |
| Attempt Supervisor | Full | Full | None | None | |
| Accounts | Full | Full | Optional | Full | |
| Accounts Config | Full | Full | Optional | Full | |
| Phone Numbers | Full | Full | None | Full | |
| Profiles | Full | Full | None | Full | |
| Contact Timing | Full | Full | Full | None | |
| Strategy | Full | Full | Optional | None | |
| CID Package | View-Only | View-Only | View-Only | None | |
| Block Caller ID | Full | Full | None | Full | |
| Email Channel | Full | Full | Full | Full | |
| SMS Channel | Full | Full | Full | Full | |
| Web Widget | Full | None | None | Full | |
| KB Config | Full | Full | Full | Full | |
| KB Content Library | Full | Full | Full | Full | |
| KB Search | Full | Full | Full | Full | |
| Messages | Full | None | None | Full | |
| Phrases | Full | None | None | Full | |
| Contact Flows | Full | None | None | Full | |
| SFTP Browser | Full | None | None | Full | |
| Input Filter | Full | None | None | Full | |
| Reporting Outcomes Mapper | Full | None | None | Full | |
| Export Format | Full | None | None | Full | |
| Jobs | View-Only | None | None | View-Only | |
| Audit Log Viewer | Full | None | None | Full | |
| User Editor | Full | Full except Sysadmin | None | None | |
| Fields | Full | None | None | Full | |
| Roles | Full | Full | None | None | |
| Review | Reports | Optional - Depending on configurable powers | Optional - Depending on configurable powers | Optional - Depending on configurable powers | None |
| WFO | Analytics Dashboard | Full | Full | Full | None |
| Search and Score | Full | Full | Full | None | |
| Agent Statistics | Full | Full | Full | None | |
| Agent Statistics and Trend | Full | Full | Full | None | |
| Arbitrator Report | Full | Full | Full | None | |
| Calibration Results | Full | Full | Full | None | |
| Interaction Intent | Full | Full | Full | None | |
| Keyword by Agent | Full | Full | Full | None | |
| Keyword Summary | Full | Full | Full | None | |
| Keyword Usage | Full | Full | Full | None | |
| Primary Interaction Intent | Full | Full | Full | None | |
| Scorecard Queue | Full | Full | Full | None | |
| Scorecard Statistics | Full | Full | Full | None | |
| Skill Statistics Summary | Full | Full | Full | None | |
| Agent Maintenance | Full | Full | Full | None | |
| Audio Comments Categories | Full | Full | Full | None | |
| Automated Reports | Full | Full | Full | None | |
| Filter Group Management | Full | Full | Full | None | |
| Grade Templates | Full | Full | Full | None | |
| Interaction Intents | Full | Full | Full | None | |
| Interaction Intent Types | Full | Full | Full | None | |
| Keyword Lists | Full | Full | Full | None | |
| Saved Search Management | Full | Full | Full | None | |
| Scorecard Categories | Full | Full | Full | None | |
| Scorecards | Full | Full | Full | None | |
| Skill Maintenance | Full | Full | Full | None | |
| SpeechIQ Library | Full | Full | Create and edit. Cannot delete. |
None | |
| Synonyms | Full | Full | Full | None | |
| Tags | Full | Full | Full | None | |
| Tasks | Full | Full | Full | None | |
| User Maintenance | Full | Full | Full | None | |
| Billing Report | Full | None | None | None | |
| Client Config | Full | None | None | None | |
| Client Index Usage Report | Full | None | None | None | |
| Client Integrations | Full | None | None | None | |
| Logging | Full | None | None | None | |
| Redaction-Extraction | Full | None | None | None | |
| Sharing | Full | None | None | None | |
| Word Replacement | Full | None | None | None | |
| Word Replacement Report | Full | None | None | None | |
| Quality Monitoring Dashboard | Full | Full | Full | None | |
| Word Cloud | Full | Full | Full | None | |
| Assignment | Full | Full | Full | None | |
| Config | Full | Full | Full | None | |
| Content Library | Full | Full | Full | None | |
| Agent Schedule Adherence | Full | Full | Full | None | |
| Agent Scheduling | Full | Full | Full | None | |
| Schedule Performance | Full | Full | Full | None | |
| Alerting | Full | Full | Full | None | |
| Performance Report | Full | Full | Full | None | |
| Work Queue | Full | Full | Full | None | |
| Work Queue Config | Full | Full | Full | None |
Lite Users - Descriptions and Configurable Powers
| AUDITOR | REPORT ADMIN | CLIENT AUDITOR | ALERTS ONLY | |
|---|---|---|---|---|
| Configurable Powers | Users who oversee campaigns and agents through view-only access. | Users who have access to the reporting suite. | Users who have listen-only access to live and pre-recorded calls. | Users who do not have LVP access. Receives alerts by email. |
| Access to the Call Recording Report | Access to the Call Recording Report | View costs | None | |
| Download call recordings | Download call recordings | Access to reports | ||
| Stream (playback) call recordings | Stream (playback) call recordings | Access to real-time reports | ||
| Download screen recordings | Download screen recordings | Access to the Service Efficiency Report | ||
| Access to the Voicemail Recording Report | Access to the Voicemail Recording Report | Access to the Campaign Summary Report | ||
| Stream (playback) voicemail recordings | Stream (playback) voicemail recordings | Access to the Billing Duration Report | ||
| Download voicemail recordings | Download voicemail recordings | Access to the Call Recording Report | ||
| Download email attachments | Download email attachments | Download call recordings | ||
| Stream (playback) call recordings | ||||
| Download screen recordings | ||||
| Access to the Voicemail Recording Report | ||||
| Stream (playback) voicemail recordings | ||||
| Download voicemail recordings | ||||
| Download email attachments |
||||
| Service Scope Restriction | Monitor | None | Monitor | None |
| Default Group | Monitor | Review | Monitor | None |
Lite Users - Roles and Permissions
| AUDITOR | REPORT ADMIN | CLIENT AUDITOR | ALERTS ONLY | ||
|---|---|---|---|---|---|
| Campaign Monitor | Client | View-Only | None | None | None |
| Call Center | View-Only | None | None | None | |
| Service | View-Only | None | None | None | |
| Campaign Control | View-Only | None | View-Only | None | |
| Agent Monitor | Monitor | Listen-Only | None | Listen-Only | None |
| Switch Active/Inactive Status | None |
None |
None |
None |
|
| Switch Service | None | None | None | None | |
| Logoff | None | None | None | None | |
| Send Message | None | None | None | None | |
| Chat | None | None | None | None | |
| Configure | Campaign Manager | None | None | None | None |
| Campaign Templates | None | None | None | None | |
| Partition Manager | None | None | None | None | |
| Email Editor | None | None | None | None | |
| Client Editor | None | None | None | None | |
| Call Center Editor | None | None | None | None | |
| Service Group | None | None | None | None | |
| Service Editor | None | None | None | None | |
| Agent Configuration | None | None | None | None | |
| Agent Desktop | None | None | None | None | |
| Termination Codes | None | None | None | None | |
| Agents | None | None | None | None | |
| Agent Skill | None | None | None | None | |
| Agent Teams | None | None | None | None | |
| Agent Phonebook | None | None | None | None | |
| Scheduled Callback | None | None | None | None | |
| Agent Scheduling | None | None | None | None | |
| Quick Response | None | None | None | None | |
| Tickets | None | None | None | None | |
| Tickets Config | None | None | None | None | |
| DNC Editor | View-Only | None | None | None | |
| Contact Views | None | None | None | None | |
| Contacts | None | None | None | None | |
| Attempt Supervisor | None | None | None | None | |
| Accounts | None | None | None | None | |
| Account Config | None | None | None | None | |
| Phone Numbers | None | None | None | None | |
| Profiles | None | None | None | None | |
| Contact Timing | None |
None |
None | None | |
| Strategy | None | None | None | None | |
| CID Package | None | None | None | None | |
| Block Caller ID | None | None | None | None | |
| Email Channel | None | None | None | None | |
| SMS Channel | None | None | None | None | |
| Web Widget | None | None | None | None | |
| KB Config | None | None | None | None | |
| KB Content Library | None | None | None | None | |
| KB Search | None | None | None | None | |
| Messages | None | None | None | None | |
| Phrases | None | None | None | None | |
| Contact Flows | None | None | None | None | |
| SFTP Browser | None | None | None | None | |
| Input Filter | None | None | None | None | |
| Reporting Outcome Mapper | None | None | None | None | |
| Export Format | None | None | None | None | |
| Jobs | None | None | None | None | |
| Audit Log Viewer | None | None | None | None | |
| User | None | None | None | None | |
| Fields | None | None | None | None | |
| Roles | None | None | None | None | |
| Review | Reports | Optional - Depending on configurable powers | Optional - Depending on configurable powers | Optional - Depending on configurable powers |
Optional - Depending on configurable powers |
| WFO | SpeechIQ | None | None | None | None |
| eLearning | None | None | None | None | |
| Workforce Management | None | None | None | None | |
| Work Queue | None | None | None | None |
U17 User Roles and Permissions
The following table describes the user roles and the permissions in version U17 of the LiveVox application:
Power Users - Descriptions and Configurable Powers
| SYSADMIN | SUPERUSER | MANAGER | IT USER | |
|---|---|---|---|---|
| Users with full access across the LiveVox Portal (LVP). Can make changes (administer) to other users. | Users with full access except for some configuration tools. Cannot be an administrator to Sysadmins. | Users who supervise campaigns and agents. | Users who have access to Configure tools and user monitoring. | |
| Configurable Powers | Access to the Call Recording Report | Access to the Call Recording Report | Access to the DNC List | |
| Download a call recording | Download a call recording | Access to Administer Agents | None | |
|
Stream (playback) call recordings |
Stream (playback) call recordings |
Access to dialing strategies | ||
| Download screen recordings | Download screen recordings | Access to Campaign Templates | ||
| Access to the Voicemail Recording Report | Access to the Voicemail Recording Report | Access to Campaign Scrub Options | ||
| Stream (playback) voicemail recordings | Stream (playback) voicemail recordings | Access to Segmentations | ||
| Download voicemail recordings | Download voicemail recordings |
Access to upload campaigns including:
|
||
| Download email attachments | Download email attachments | Ability to modify services | ||
| Access to Contact Manager | ||||
| Access to the Call Recording Report | ||||
| Download call recordings | ||||
| Stream (playback) call recordings | ||||
| Download screen recordings | ||||
| Access to Ticketing | ||||
| Access to Accounts | ||||
| Access to the Voicemail Recording Report | ||||
| Stream (playback) voicemail recordings | ||||
| Download Voicemail Recordings | ||||
| Download Email Attachments | ||||
| Service Scope Restrictions | None | Monitor | Monitor | None |
| Campaign Manager | Campaign Manager | |||
| Template Manager | Template Manager | |||
| Agent configuration | Agent configuration | |||
| Resource Group | Resource Group | |||
| Skill editor | Skill editor | |||
| Default Group | Monitor | Monitor | Monitor | Configure |
Power Users - Roles and Permissions
The following table provides information about the features that can be accessed by the power users:
| SYSADMIN | SUPERUSER | MANAGER | IT USER | ||
|---|---|---|---|---|---|
| Campaign Monitor | Client | Full | Full | Full | Full |
| Call Center | Full | Full | Full | Full | |
| Service | Full | Full | Full | Full | |
| Campaign Control | Full | Full | Full | View Only | |
| Agent Monitor | Monitor | Full | Full | Full | Full |
| Switch Active/ Inactive Status |
Full | Full | Full | Full | |
| Switch Service | Full | Full | Full |
Full |
|
| Logoff | Full | Full | Full | Full | |
| Send Message | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | |
| Chat | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | Full - Excluding 10DMT and HCI | |
| Configure | Campaign Manager | Full | Full | Optional | None |
| Campaign Templates | Full | Full | Optional | None | |
| Partition Manager | Full | Full | Optional | None | |
| Email Editor | Full | Full | None | Full | |
| Client Editor | Full | None | None | Full - Excluding the Security tab. | |
| Call Center Editor | Full | None | None | Full | |
| Service Group | Full | Full | Full | Full | |
| Service Editor | Full | Full | Optional | Full | |
| Agent Configuration | Full | Full | Optional | Full | |
| Agent Desktop | Full | None | None | Full | |
| Termination Codes | Full | None | None | Full | |
| Agent Skill | Full | Full | Optional | Full | |
| Agent Teams | Full | Full | View-Only | Full | |
| Agent Phonebook | Full | None | None | Full | |
| Scheduled Callback | Full | Full | View-Only | Full | |
| Agent Scheduling | Full | Full | Full | Full | |
| Quick Response | Full | Full | Full | Full | |
| Tickets | Full | Full | Full | Full | |
| Tickets Config | Full | Full | Optional | Full | |
| DNC Editor | Full | Full | Optional | Full | |
| Contact Views | Full | Full | Optional | None | |
| Contacts | Full | Full | Optional | None | |
| Attempt Supervisor | Full | Full | None | None | |
| Accounts | Full | Full | Optional | Full | |
| Accounts Config | Full | Full | Optional | Full | |
| Phone Numbers | Full | Full | None | Full | |
| Profiles | Full | Full | None | Full | |
| Contact Timing | Full | Full | Full | None | |
| Strategy | Full | Full | Optional | None | |
| CID Package | View-Only | View-Only | View-Only | None | |
| Block Caller ID | Full | Full | None | Full | |
| Email Channel | Full | Full | Full | Full | |
| SMS Channel | Full | Full | Full | Full | |
| Web Widget | Full | None | None | Full | |
| KB Config | Full | Full | Full | Full | |
| KB Content Library | Full | Full | Full | Full | |
| KB Search | Full | Full | Full | Full | |
| Messages | Full | None | None | Full | |
| Phrases | Full | None | None | Full | |
| Contact Flows | Full | None | None | Full | |
| SFTP Browser | Full | None | None | Full | |
| Input Filter | Full | None | None | Full | |
| Reporting Outcomes Mapper | Full | None | None | Full | |
| Export Format | Full | None | None | Full | |
| Jobs | View-Only | None | None | View-Only | |
| Audit Log Viewer | Full | None | None | Full | |
| User Editor | Full | Full except Sysadmin | None | None | |
| Fields | Full | None | None | Full | |
| Roles | Full | Full | None | None | |
| Review | Reports | Optional - Depending on configurable powers | Optional - Depending on configurable powers | Optional - Depending on configurable powers | None |
| WFO | Analytics Dashboard | Full | Full | Full | None |
| Search and Score | Full | Full | Full | None | |
| Agent Statistics | Full | Full | Full | None | |
| Agent Statistics and Trend | Full | Full | Full | None | |
| Arbitrator Report | Full | Full | Full | None | |
| Calibration Results | Full | Full | Full | None | |
| Interaction Intent | Full | Full | Full | None | |
| Keyword by Agent | Full | Full | Full | None | |
| Keyword Summary | Full | Full | Full | None | |
| Keyword Usage | Full | Full | Full | None | |
| Primary Interaction Intent | Full | Full | Full | None | |
| Scorecard Queue | Full | Full | Full | None | |
| Scorecard Statistics | Full | Full | Full | None | |
| Skill Statistics Summary | Full | Full | Full | None | |
| Agent Maintenance | Full | Full | Full | None | |
| Audio Comments Categories | Full | Full | Full | None | |
| Automated Reports | Full | Full | Full | None | |
| Filter Group Management | Full | Full | Full | None | |
| Grade Templates | Full | Full | Full | None | |
| Interaction Intents | Full | Full | Full | None | |
| Interaction Intent Types | Full | Full | Full | None | |
| Keyword Lists | Full | Full | Full | None | |
| Saved Search Management | Full | Full | Full | None | |
| Scorecard Categories | Full | Full | Full | None | |
| Scorecards | Full | Full | Full | None | |
| Skill Maintenance | Full | Full | Full | None | |
| SpeechIQ Library | Full | Full | Create and edit. Cannot delete. |
None | |
| Synonyms | Full | Full | Full | None | |
| Tags | Full | Full | Full | None | |
| Tasks | Full | Full | Full | None | |
| User Maintenance | Full | Full | Full | None | |
| Billing Report | Full | None | None | None | |
| Client Config | Full | None | None | None | |
| Client Index Usage Report | Full | None | None | None | |
| Client Integrations | Full | None | None | None | |
| Logging | Full | None | None | None | |
| Redaction-Extraction | Full | None | None | None | |
| Sharing | Full | None | None | None | |
| Word Replacement | Full | None | None | None | |
| Word Replacement Report | Full | None | None | None | |
| Quality Monitoring Dashboard | Full | Full | Full | None | |
| Word Cloud | Full | Full | Full | None | |
| Assignment | Full | Full | Full | None | |
| Config | Full | Full | Full | None | |
| Content Library | Full | Full | Full | None | |
| Agent Schedule Adherence | Full | Full | Full | None | |
| Agent Scheduling | Full | Full | Full | None | |
| Schedule Performance | Full | Full | Full | None | |
| Alerting | Full | Full | Full | None | |
| Performance Report | Full | Full | Full | None | |
| Work Queue | Full | Full | Full | None | |
| Work Queue Config | Full | Full | Full | None |
Lite Users - Descriptions and Configurable Powers
| AUDITOR | REPORT ADMIN | CLIENT AUDITOR | ALERTS ONLY | |
|---|---|---|---|---|
| Configurable Powers | Users who oversee campaigns and agents through view-only access. | Users who have access to the reporting suite. | Users who have listen-only access to live and pre-recorded calls. | Users who do not have LVP access. Receives alerts by email. |
| Access to the Call Recording Report | Access to the Call Recording Report | View costs | None | |
| Download call recordings | Download call recordings | Access to reports | ||
| Stream (playback) call recordings | Stream (playback) call recordings | Access to real-time reports | ||
| Download screen recordings | Download screen recordings | Access to the Service Efficiency Report | ||
| Access to the Voicemail Recording Report | Access to the Voicemail Recording Report | Access to the Campaign Summary Report | ||
| Stream (playback) voicemail recordings | Stream (playback) voicemail recordings | Access to the Billing Duration Report | ||
| Download voicemail recordings | Download voicemail recordings | Access to the Call Recording Report | ||
| Download email attachments | Download email attachments | Download call recordings | ||
| Stream (playback) call recordings | ||||
| Download screen recordings | ||||
| Access to the Voicemail Recording Report | ||||
| Stream (playback) voicemail recordings | ||||
| Download voicemail recordings | ||||
| Download email attachments |
||||
| Service Scope Restriction | Monitor | None | Monitor | None |
| Default Group | Monitor | Review | Monitor | None |
Lite Users - Roles and Permissions
| AUDITOR | REPORT ADMIN | CLIENT AUDITOR | ALERTS ONLY | ||
|---|---|---|---|---|---|
| Campaign Monitor | Client | View-Only | None | None | None |
| Call Center | View-Only | None | None | None | |
| Service | View-Only | None | None | None | |
| Campaign Control | View-Only | None | View-Only | None | |
| Agent Monitor | Monitor | Listen-Only | None | Listen-Only | None |
| Switch Active/Inactive Status | None |
None |
None |
None |
|
| Switch Service | None | None | None | None | |
| Logoff | None | None | None | None | |
| Send Message | None | None | None | None | |
| Chat | None | None | None | None | |
| Configure | Campaign Manager | None | None | None | None |
| Campaign Templates | None | None | None | None | |
| Partition Manager | None | None | None | None | |
| Email Editor | None | None | None | None | |
| Client Editor | None | None | None | None | |
| Call Center Editor | None | None | None | None | |
| Service Group | None | None | None | None | |
| Service Editor | None | None | None | None | |
| Agent Configuration | None | None | None | None | |
| Agent Desktop | None | None | None | None | |
| Termination Codes | None | None | None | None | |
| Agents | None | None | None | None | |
| Agent Skill | None | None | None | None | |
| Agent Teams | None | None | None | None | |
| Agent Phonebook | None | None | None | None | |
| Scheduled Callback | None | None | None | None | |
| Agent Scheduling | None | None | None | None | |
| Quick Response | None | None | None | None | |
| Tickets | None | None | None | None | |
| Tickets Config | None | None | None | None | |
| DNC Editor | View-Only | None | None | None | |
| Contact Views | None | None | None | None | |
| Contacts | None | None | None | None | |
| Attempt Supervisor | None | None | None | None | |
| Accounts | None | None | None | None | |
| Account Config | None | None | None | None | |
| Phone Numbers | None | None | None | None | |
| Profiles | None | None | None | None | |
| Contact Timing | None |
None |
None | None | |
| Strategy | None | None | None | None | |
| CID Package | None | None | None | None | |
| Block Caller ID | None | None | None | None | |
| Email Channel | None | None | None | None | |
| SMS Channel | None | None | None | None | |
| Web Widget | None | None | None | None | |
| KB Config | None | None | None | None | |
| KB Content Library | None | None | None | None | |
| KB Search | None | None | None | None | |
| Messages | None | None | None | None | |
| Phrases | None | None | None | None | |
| Contact Flows | None | None | None | None | |
| SFTP Browser | None | None | None | None | |
| Input Filter | None | None | None | None | |
| Reporting Outcome Mapper | None | None | None | None | |
| Export Format | None | None | None | None | |
| Jobs | None | None | None | None | |
| Audit Log Viewer | None | None | None | None | |
| User | None | None | None | None | |
| Fields | None | None | None | None | |
| Roles | None | None | None | None | |
| Review | Reports | Optional - Depending on configurable powers | Optional - Depending on configurable powers | Optional - Depending on configurable powers |
Optional - Depending on configurable powers |
| WFO | SpeechIQ | None | None | None | None |
| eLearning | None | None | None | None | |
| Workforce Management | None | None | None | None | |
| Work Queue | None | None | None | None |