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Agents: Access only to the Agent Dashboard. Within the Agent Dashboard, Agents agents have access to the following:

• Ability to receive calls from assigned Queuesqueues
• Access to caller information from CRM or IVRs (automated pre-agent menus)
• Ability to update CRM records during or after a call
• Set their status (available, offline, wrap, etc.)
• Flag a Supervisor or Team Leader Lead for assistance
• Log in/out of Flow
• View personal performance metrics
• View personal and other Agent Gamification information and progressConnect an extension to Flow to receive calls.
• Transfer calls

Team Leader: Access to select Supervisor Dashboard dashboard features. Team Leaders can:

• Ability to receive calls from assigned queues 
• Help with flagged calls
• Assist Supervisors with certain support duties
• Receive queue calls like Agents

Supervisor: Access to the Supervisor Dashboard which provides advanced options for managing agents and queues. Supervisors have additional options when viewing agent profiles. Features for Supervisors include:

• View reports and dashboards (Applications)
• Barge, Whisper, or Monitor an Agent’s call in progress
• Modify Agent schedules
• Remediate Agent Status

• Access to the Supervisor Home dashboard
• Access to the Monitoring dashboard
• Add, modify, or delete agents: 
  • Modify agents name and agent ID
  • Reset agent passwords
  • Modify agents's queue membership
  • Modify agent's skills
  • Set agent's team 
• Change a agents's current status
• Add, modify, or disable queues 
  • Set Queue overflow parameters
  • Set call escalation/property (SLA) rules
• View Call Logs

Manager: The most privileged user type with complete access to the account.   Able to assign users to the Supervisor user type and all levels below. Managers have access to all Supervisor features as well as:

• CreateAdd, modify, or delete QueuesSkills 
• Create and modify Flow reports
• Set Queue overflow parameters
• Set call escalation/property (SLA) rules
• Add, modify, or delete Teams
• Add, modify, or delete entries in the Global Directory
• Add, modify, or delete Agentsentries in Phone Numbers
• Add, modify, or delete skills for each AgentUser (team lead, supervisor, manager): 
  • Change Supervisors assigned Teams
  • Reset users passwords
• Edit account info

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