Agent Roles

Built-in Policies

Policy Name	Description
claimRelease	Provides ability to an agent who needs to Claim or Release an SR from the Queue
transcriptSearch	Activates the supervisor tab that allows conversations transcripts to be searched
chatEnabled	Enables Chat window within Voyager
conversationAccess	This policy allows conversation access on CP
canListenCallRecordings	Enables user to listen to call recordings
canEvaluateAgent	Enables capability to evaluate an agent
canTakeOverCall	Enables access to barge into an ongoing conversation

Built-in Roles

Role Name	Attached Policies
GenPopLodging_Voice	["conversationAccess", "vnextLogin", "softphoneLogin"]
GenPopNon-Lodging_Voice	["conversationAccess", "vnextLogin", "softphoneLogin"]
GenPopLodging_Chat	["conversationAccess", "chatEnabled", "vnextLogin"]
GenPopNon-Lodging_Chat	["conversationAccess", "chatEnabled", "vnextLogin"]
GenPopManager	["conversationAccess", "chatEnabled", "transcriptSearch", "claimRelease", "canListenCallRecordings", "canEvaluateAgent", "canTakeOverCall", "vapConsoleLogin", "view", "download", "follow", "explore", "analyse", "save", "vnextLogin", "softphoneLogin"]
GenPopLodging_email	["conversationAccess", "chatEnabled", "transcriptSearch", "vnextLogin"]
GenPopNon-Lodgingemail	["conversationAccess", "chatEnabled", "transcriptSearch", "vnextLogin"]
GenPopNestingLodgingChat	["conversationAccess", "chatEnabled", "vnextLogin"]
GenPopNestingNon-LodgingChat	["conversationAccess", "chatEnabled", "vnextLogin"]
GenPopEnhanced_Agent	["conversationAccess", "chatEnabled", "claimRelease", "canListenCallRecordings", "vnextLogin"]
qualityAnalystRole	["vapConsoleLogin", "softphoneLogin", "vnextLogin", "transcriptSearch", "view", "download", "follow", "canListenCallRecordings", "canEvaluateAgent"]

NOTE: These roles are created under GCO partner and can't be shared with other partners, for any new partner based on a requirement new roles should be created