Module Settings

You can use user profiles to control access to Webex Contact Center. The Module Settings tab enables you to specify permissions to the Webex Contact Center modules. You can set module access when creating a new user profile, or when editing or copying an existing user profile.

If you select All for Module Access, then the user profile can access all the modules. Select Specific if you want to provide the user access to selected modules only. You can specify access to the following modules:


Setting	Description
Agent Desktop	Enables the user to access the Agent Desktop.
Call Monitoring	Enables the user to silently monitor the quality of service that is delivered to customers across multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if Call Monitoring is enabled for the user. You can enable the following settings for this module: Barge-In: Allows the user to join any call that the user is monitoring and participate in the conversation between the agent and the customer. Whisper Coach: Allows the user who is monitoring the call to speak to the agent (who is handling the call), without the customer hearing the conversation. Restricted Monitor Only: Prevents the user from viewing and editing monitoring schedules that the user did not create. View Blind Monitor Requests: Allows the user to view blind monitoring requests of other users.
Call Recording	Enables the user to record any active Webex Contact Center call. The user can select the call from a queue, team, site, or agent, and specify the duration for which to record the call.
Multimedia	Enables authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, email, and social. If Multimedia is not enabled, when editing the user's details via Provisioning > Users, the Multimedia Profile drop-down list displays only the default telephony profile.
Provisioning	Provides the user access to the Provisioning module. The user can perform provisioning activities for the enterprise only if you select Edit in the Provisioning drop-down list. You can control access for an administrator user to perform the following provisioning activities for the enterprise: Manage Entry Points/Queues: Allows the user to manage Webex Contact Center entry points and queues. Manage Sites: Allows the user to manage Webex Contact Center sites. Manage Teams: Allows the user to manage Webex Contact Center teams. Manage Users: Allows the user to manage Webex Contact Center users. Manage User Profiles: Allows the user to manage Webex Contact Center user profiles. DN Mappings: Allows the user to map DNs to entry points. Manage Dial Plans: Allows the user to create and edit dial plans. Audit Trail: Allows the user to access the Audit Trail interface. This interface enables users to view details of the provisioning changes for the enterprise. Branding: Provides the user access to the Custom Theme settings on the Management Portal landing page. The user can customize the banner color and images on the Management Portal pages. Manage Tenants: Enables the user to edit some of the tenant settings in the Provisioning module.
Recording Management	Provides access to the Recording Management module, which enables the user to search for and play audio files recorded through the Webex Contact Center Call Recording feature. You can enable the following permissions to the Recording Management module: Manage Recordings: Allows the user to delete and restore recordings. Tags: Allows the user to access the Tags tab to view, create, and edit tags that can be assigned to audio files that can be used as search criteria. Custom Attributes: Allows the user to access the Custom Attributes tab to create and modify custom attributes whose values can be saved with the recordings and can be later searched for. Security Keys: Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.
Reporting and Analytics	Provides access to the Webex Contact Center Reporting and Analytics module. The reporting and analytics module enables the user to segment, profile, and visualize the data in contact center systems. This module also helps to identify the key variables that impact productivity and desired business outcomes. Users can configure and modify the Analyzer schemas using this module. You can provide the user access to Business Rules if you have enabled View or Edit permissions for the Reporting and Analytics module. Business Rules enable the user to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation.
Routing Strategy	Provides the user access to the web-based user interface for managing and configuring call handling strategies. The user can create and schedule global call routing and team capacity strategies and alter them in real-time in response to changes in business dynamics. You can enable the following permissions to the Routing Strategy module: Manage Call Flow Scripts: Enables the user to upload and update call control scripts. A control script defines how calls are handled. Manage Flows: Enables you to create and manage flows. A flow defines how you handle the calls.