USER

Must be held by any valid user

USRADMIN

User can edit other users and classes

USR_AGENT

User can edit agents

USR_QUEUE

User can edit queues

USR_LOCATION

User can edit locations

USR_OUTCOME

User can edit call outcomes and call features

USR_CALLTAG

User can edit call tags

USR_PCODE

User can edit pause codes

USR_MYSQL

User can see the MySQL database page

USR_QAEDIT

User can edit the set of Quality Assessment metrics

USR_AGROUPS

User can edit agent groups

USR_IVR

User can edit the list of known IVR selections

USR_DNIS

User can edit the list of known DID/DNIS

USR_CBTS

User can edit the list of known CBTs

USR_SKILLS

User can edit agent skills

USR_CASES_EDIT

User can edit cases

USR_CLIENTS_EDIT

User can edit clients

REALTIME

User can see real-time stats

RTLIVE

User can access the Live stats

QUEUE_AN

User can run reports

AGREP

User can filter reports by agent

AGENT

User is an agent and sees agent page

CALLMONITOR

The user can listen to a recorded call

CALLMONITOR_ADDTAGS

The user can add markers to recorded calls

CALLMONITOR_DELTAGS

The user can delete markers from recorded calls

MON_AUDIO

The user can monitor (spy) a real-time call

MON_WHISPER

The user can whisper to the agent on a real-time call

MON_BARGE

The user can barge-in on a real-time call

MON_VNC

The user can monitor an agent’s screen via VNC

ROBOT

User may launch ROBOT transactions.

CHPASSWD

User can change his own access password

SUPERVISOR

User is a supervisor and can run the supervisor’s report

QA_TRACK

User can enter Quality Assessment data

QA_REPORT

User can run Quality Assessment reports

QA_REMOVE

User can delete Quality Assessment data

QA_REPLACE

Together with QA_REMOVE, user can edit an already submitted Quality Assessment data

CLOSECALLS

This user can close ongoing calls from the Real-time or the historical stats page.

AGAW

This user can access AGAW facades (for agents).

AGAW_ADM

This user can access the AGAW administration screens

AGAW_REP

This user can access the AGAW supervisor screen

BRO_MSG

This user can send broadcast messages to agents

MON_IM

This user can start an IM chat to an agent

CONFIG

This user can start the auto configuration wizard (attended and unattended mode)

USR_AGROUPS

This user can edit custom agent groups

PAYROLL

This user is allowed to check the payroll page

PAYROLL_REMOVENOTE

This user is allowed to remove a note in the payroll page

QLOG_EDIT

This user is allowed to edit the queue_log records

QLOG_LNGR

This user is allowed to edit session data by making it longer (they must hold QLOG_EDIT as well)

USR_REPORTS

Edit QueueMetrics reports

USR_REPORTS_EXPORT_EDIT

Edit PDF and XML export jobs

USR_REPORTS_EXPORT

This user is allowed to export whole reports in PDF and XLS

USR_KNUMBERS

User can view and edit known numbers

USR_DIAGNOSTICS

User can run diagnostics

TASKS

User can see/edit tasks he sent and he received

TASKS_VIEWALL

User can see all tasks present in the database

BATCH_ADM

Audio export - Creates and closes batches

BATCH_ADD

Audio export - This user can add calls to an open batch

BATCH_VIEW

Audio export - This user can see batches

BATCH_DEL

Audio export - This user can remove calls from a batch.

QA_PERF_TRACK

Can run Agent Performance Tracking

QA_PERF_RULES

Can define rulesets for Agent Performance Tracking

QA_CALREP

Access to Grader calibration reports

TASKS

User can see their tasks

TASKS_REP

User can access the tab showing Task Statistics

TASKS_VIEWALL

User can see other people’s tasks

TASK_PUSH_TC

User can access to the Training and Coaching page for sending CBTs and Coaching tasks

USR_SYSLOG

User can view the system’s audit log

KEYUPDATE

User can install a new QueueMetrics activation key

QA_GRADER

Allows access to the Grader’s page and related statistics

QUEUE_LST

Allows direct access to the call list (skipping the Reports page)

VISITOR

Grants access to a partial set of statistics and features such as the Remote Monitoring page. The VISITORS class holds this key (plus USER MON_VNC MON_AUDIO).

RT_ADDMEMBER

User can add agents to a queue from the realtime page

RT_REMOVEMEMBER

User can remove agents from a queue from the realtime page

RT_PAUSEAGENT

User can pause agents from the realtime page

RT_UNPAUSEAGENT

User can unpause agents from the realtime page

RT_SENDTEXTAGENT

User can send a SMS to the agent’s phone from the realtime agent (Asterisk 10+ only)

RT_HANGUPCALL

User can hangup a live call from the realtime page

RT_TRANSFERCALL

User can transfer a call to a specific extension from the realtime page

EDIT_CFG

User can edit the local configuration.properties file

SSAREPORT

Enable Self Service reporting for an Agent

NEWAGENTPAGE

Turns on the new experimental Agent page

SQUERY_ADD

Users can save reports as homepage links

SQUERY_FORALL

User can save public reports

WALLBOARD_ADD

Users can save new wallboards

WALLBOARD_FORALL

User can save public wallboards

WALLBOARD_PHONE

User can use the wallboard softphone

PBXAPI

User can call PBX-level services

SYNCHRONIZER

User can access the Configuration Synchronizer

HIDE_NUMBERS

Users holding this key will have telephone numbers masked. See Displaying numbers