Role Management

---

• Role management allows an operations team to manage access to Conversation Platform capabilities and features via the Contact Centre Management UI.
• It is designed for the administration of roles for Supervisors and Agents that are location based.
• For users that are not in a Business Location, and require Console access, they can be managed via the Role management page under Admin in the global navigation bar.
• Roles can be created by using "out-of- the-box" policies for common platform capabilities. For more advanced purposes, users can also create their on policies from permissions sets directly related to resources.
• To navigate to Role Management from the Console homepage, Contact Center Management > Roles.
  

Create a Role

To create a role:

1. Click on Create Role button present on the right-hand corner of the Manage roles page, this will open the role creation form.
2. Add a suitable name for the role in the Name for this role field.
3. Select the Select business locations list and pick the locations that should have this role.
4. Specify your email id in the Owner Email field and also mention the business requirement in the Reason textbox.
5. Add a short description for the role in the Description field and mention the slack channel name in the Owner slack channel if applicable
6. To assign policies to the new role, click on the Assign access policy button. This will open the access policies sidebar on the left-hand side of the screen. One can either browse through the list of access policies by scrolling or search policies by name using the text box.
7. Drag the desired policies across to the Add access policies section.
8. Click on the Save changes button.
9. The newly created role should now be visible on the Manage roles page.
   
   
   
   
   
   
   
   
   

Update Roles

To update a role:

1. On the Manage roles page, click on the Edit button against the role you wish to update.
2. A prefilled role creation form should open for making the changes.
3. Amend the role using the same steps outlined in the Create a Role section.
4. Changes to the role should be visible on the Manage roles page.

Delete Roles

To delete a Role:

1. On the Manage roles page, click on the Remove button against the role you wish to delete.
2. Confirm deletion.
3. The role will be deleted. Note: Before deleting a role, make sure there are no users or agents assigned to that role.

Create a Custom Policy

Coming soon.