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privilege.myagents.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables supervisors to access the My Agents view, where they can view and update the state for agents in the groups they supervise. Supervisors can also remotely log off agents from media channels in this view.

privilege.contact.can-open.<media-type>.from-history

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agent to open in progress workitems of the corresponding media-type from history. Depends on 'Contact - Can Use'.

privilege.<media-type>.can-set-interaction-disposition

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agent to set disposition code of Workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.

privilege.<media-type>.can-one-step-transfer

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use instant workitem transfer. Depends on 'Workitem - Can Use Workitem Channel'.

privilege.<media-type>.can-move-to-workbin

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to move an interaction to the workbin. Depends on 'Workitem - Can Use Workitem Channel'.

privilege.<media-type>.can-mark-done

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to mark done an interaction without further processing.

privilege.<media-type>.can-decline

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to decline incoming Interactions. Depends on 'Workitem - Can Use Workitem Channel'.

privilege.workitem-channels.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


The agent is permitted to use all WorkItem channels configured in the option 'openmedia.workitem-channels'.

privilege.web-rtc.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use

Enables WebRTC in Workspace.

privilege.contact.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Contact features.

privilege.SRL.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Standard Response Library functions.

privilege.twitter.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


The agent is permitted to use the Twitter channel.

privilege.im.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables the agent to use the IM channel.

privilege.contact.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Contact features.

privilege.SRL.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Standard Response Library functions.

privilege.facebook.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use the Facebook channel.

privilege.contact.can-open.email.from-history

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agent to open in-progress email from interaction history. Depends on 'Contact - Can Use'.

privilege.contact.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Contact features.

privilege.SRL.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Standard Response Library functions.

privilege.interaction-management.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows supervisors access to the Interaction Management feature.

privilege.my-team-workbins.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to My Team Workbins.

privilege.workbins.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to My Team Workbins.

privilege.email.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use the Email channel.

privilege.contact.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Contact features.

privilege.SRL.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Standard Response Library functions.

privilege.contact.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Contact features.

privilege.SRL.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Standard Response Library functions.

privilege.teamlead.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to use the agent call and chat monitoring functionality.

privilege.chat.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use the Chat channel.

privilege.teamlead.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to use the agent call and chat monitoring functionality.

privilege.outbound.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Outbound Campaign functions.

privilege.voicemail.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use

Allows agents to use the voicemail functionality. This privilege is required to control and monitor voicemail boxes.

privilege.voice.can-use

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use the Voice channel.

Enabling Privileges and Features

To enable functionality like media channels and supervisor capabilities in Workspace Web Edition, you typically need to enable related Workspace privileges and Web Services features.

Check out the table below for details about which privileges and features you should enable for a given task or functionality:

Functionality Workspace Privileges Web Services Features
Voice
  • api-voice
Chat
  • api-multimedia-chat
Universal Contact Server (USC)
Contacts for Voice Interactions
  • api-ucs-voice
Email
  • api-multimedia-email
Facebook
  • api-multimedia-facebook
Instant Messaging
  • api-voice-instant-messaging
Twitter
  • api-multimedia-twitter
WebRTC
  • api-devices-webrtc
  • api-voice
Workitems
  • api-multimedia-workitem
Supervisor *
  • api-supervisor-agent-control

* - You must also set the statisticsMonitorMultimediaChannelStates option to true in the server-settings.yaml file so that My Agents has states for multimedia channels.

Enabling features by editing the Feature Definition file

You can enable features by editing the Feature Definition file. For full instructions, see Enabling features in the Feature Definition file in the Web Services and Application Deployment Guide.

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This page was last modified on May 22, 2018, at 04:25.