Creating and assigning agent roles in <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>
==============================================================================================================

Agent roles let admins control what agents can access and do in <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>. You can create custom roles with specific permissions and [assign](#assigning-agent-roles "") them to agents or agent groups. This allows you to track and manage settings through agent roles instead of by individual agent.

Creating agent roles
--------------------

To create an agent role:

* In the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com ""), click **Contact Center** , then select *Admin*. Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](https://ringcx.ringcentral.com/ "") and click the **Admin** tile.
* In the left panel, click **Roles** , then click **Agent roles** .

  ![Click Roles then Agent roles](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/1-agent-roles-v3.png)

* In the top right, click **New role**.
* On the **Permissions** tab, type a **Role Name** and **Description**.
* Select the [permissions](#customizing-permissions "") (A) you want to allow for this role. To jump to specific types of permissions, click the section headings on the right (B). To show descriptions for each permission, click the **Show details** (C) toggle.

  ![Permissions](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/2-permissions-v2.png)

* Click **Save** . The permissions selected for this role will display on the **Selected** tab.

Assigning agent roles
---------------------

After creating an agent role, you can assign agents to a specific role through the agent role you just created, or you can [assign roles to a specific agent](#roles-to-agent "") in the agent settings.

### Assigning agents to a role

* In the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com ""), click **Contact Center** , then select *Admin*. Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](https://ringcx.ringcentral.com/ "") and click the **Admin** tile.
* Click **Roles** , then click **Agent roles**.
* Click the **Agent role** you want to assign.
* Click the **Agent assignment** tab.

  ![Agent assignment](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/3-agent-assignment-v2.png)

* Select the agents or agent groups from the list you want to assign the role to.
* Click **Save** . The agents selected with this role will display in the **Assigned** tab.

  ![Assigned tab](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/2b-assigned-tab.png)

### Assigning roles to an agent

* In the Admin Portal, click **Users**.
* In the left panel, click **Contact Center Users** .

  Note  
  If your account doesn't have Contact Center Users:
  * Click **Contact Center** , then select *Admin*.
  * Click **Users** in the left panel, then click **Agents**.

* Click the agent you want to assign the role to.
* Click the **Assign Role** button.

  ![Click the Assign Role button](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/assign-role.png)

* Under **Role Type** , select *Agent* , then select the **Account**.
* Select an **Agent Group**. The agent can be assigned only one agent group per account.
* Select a **Role**. The agent can be assigned more than one role.
* Click the **Assign** button.

  ![Click the Assign button](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/6-assign.png)

Customizing permissions
-----------------------

The following permissions are available for agent roles. To show descriptions for each permission, click the **Show details** toggle.

![Show details](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-and-assigning-agent-roles-in-RingCX/images/show-details.png)

General permissions
-------------------

|------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                                                                                         | **Definition**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| Enable login configuration at start of session                                                                         | Agents can choose a configuration at first login, including work assignment, queue, campaign, and skill profile.                                                                                                                                                                                                                                                                                                                                                                                                           |
| Enable login configuration updates                                                                                     | Agents can change their login configuration during a session, including work assignment, queue, campaign, and skill profile.                                                                                                                                                                                                                                                                                                                                                                                               |
| Access WEM                                                                                                             | Access the workforce engagement management (WEM) integration APIs.                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| Show other <var class="keyword"> <div style="display: inline;"> RingCentral </div></var> apps in reporting and routing | Non-contact center activities will be reflected in <var class="keyword"> <div style="display: inline;"> RingCX </div></var> reporting and routing, preventing agents from receiving <var class="keyword"> <div style="display: inline;"> RingCX </div></var> calls while on non-<var class="keyword"> <div style="display: inline;"> RingCX </div></var> activities.                                                                                                                                                       |
| View queue stats                                                                                                       | Agents can view queue stats.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| View campaign stats                                                                                                    | Agents can view campaign stats.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            |
| View digital queue stats                                                                                               | Agents can view digital queue stats.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| Manage contacts                                                                                                        | Agents can view and manage contact profiles and interaction history for voice and digital interactions.                                                                                                                                                                                                                                                                                                                                                                                                                    |
| Sync with <var class="keyword"> <div style="display: inline;"> RingEX </div></var> contacts                            | Agents can view configured <var class="keyword"> <div style="display: inline;"> RingEX </div></var> contacts alongside the Corporate Directory in one unified, searchable list. For more information, visit [Syncing <var class="keyword"> <div style="display: inline;"> RingEX </div></var> contacts in <var class="keyword"> <div style="display: inline;"> RingCX </div></var>](https://support.ringcentral.com/article-v2/syncing-ringex-contacts-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US ""). |

Digital Interaction permissions
-------------------------------

|--------------------------------------------------------------------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                                                                                     | **Definition**                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| Allow digital queues * Allow concurrent digital interactions and calls * Set max number of concurrent interactions | Allows agents to handle digital queues. * Allows agents to handle digital interactions and calls simultaneously. * Sets the max number of digital interactions an agent can handle at once. When agents reach this limit, they won't receive new interactions until their digital interactions drop below the max. Note: Agents with call handling enabled can still receive 1 call when digital capacity is full if *Allow concurrent digital interactions and calls* is turned on. |

### Enable auto-accept

|------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                 | **Definition**                                                                                                                             |
| Auto-accept digital interactions management    | Enables the auto-accept checkbox for digital interactions in the *Session info* window, allowing agents to manage the auto-accept feature. |
| Auto-accept digital interactions on by default | Turn auto-accept on by default when the agent logs in.                                                                                     |

### Conversation control

|-------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                  | **Definition**                                                                                                                                                 |
| Initiate outbound conversations                 | Allows the agent to start outbound conversations on digital channels. The channel list is limited to channels linked to the agent's assigned skill categories. |
| Assign conversations                            | Assign conversations to other agents.                                                                                                                          |
| Modify own conversations                        | Edit categories and reassign their own conversations.                                                                                                          |
| Modify all conversations                        | Edit categories and reassign all conversations for all agents.                                                                                                 |
| Close conversations                             | Allow agents to close conversations.                                                                                                                           |
| Open closed conversations                       | Allow agents to open previously closed conversations.                                                                                                          |
| Reply to conversations assigned to other agents | Allow agents to reply to conversations assigned to other agents.                                                                                               |
| Delete conversations                            | Delete entire conversations on supported channels like Facebook.                                                                                               |
| Print conversations                             | Allow agents to print conversations.                                                                                                                           |
| Lock conversations                              | Close and lock a conversation, preventing other agents from replying. Locked conversations are indicated by a lock icon.                                       |
| Mute author                                     | Allows agents to mute messages from signed-in users, and block messages from anonymous users.                                                                  |

### User \& access control

|-------------------------|------------------------------------------------------------------------------------------------------------|
| **Permission**          | **Definition**                                                                                             |
| View contact identities | Allows read-only access to identity information by clicking on contact avatars or names in a conversation. |
| View contact history    | View the history of cases and conversations on a contact's identity card.                                  |
| View all messages       | View all messages for any folder and channel the agent has access to.                                      |

### Content control

|-----------------------------|--------------------------------------------------------------------------------------------|
| **Permission**              | **Definition**                                                                             |
| Publish social content      | Allow agents to publish social content, like posting on Facebook or X.                     |
| Promote on social           | Allow agents to promote content on social, like resharing posts on Facebook and X.         |
| Schedule social content     | Schedule social content to be published at a later time.                                   |
| Approve messages            | Allow agents to approve digital messages.                                                  |
| Edit categories             | Allow agents to edit categories.                                                           |
| Edit other agents' messages | Allow agents to edit other agents' messages.                                               |
| Anonymize contents          | Replaces the contact's name with "Anonymous" and hides the content of their conversations. |
| Download images and PDFs    | Allows agents to download images and PDFs.                                                 |

### Tools \& extras

|-----------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                          | **Definition**                                                                                                                                                                                                           |
| Use emojis in a conversation            | Allows agents to use emojis in conversations.                                                                                                                                                                            |
| Control contact's browser               | Request to view and control a contact's browser.                                                                                                                                                                         |
| Switch to video meeting                 | Switch from a chat to <var class="keyword"> <div style="display: inline;"> RingCentral </div></var> Video meeting. <var class="keyword"> <div style="display: inline;"> RingCentral </div></var> Video account required. |
| Use Reply Assistant                     | Respond more quickly to chats using known or previously used replies.                                                                                                                                                    |
| Use Ask an Expert                       | Allows agents to consult a <var class="keyword"> <div style="display: inline;"> RingCentral </div></var> expert. Contact your account manager to set up if the Ask an Expert checkbox is missing.                        |
| Send voice messages in digital channels | Allows agents to send voice messages to contacts in digital channels (for example, WhatsApp).                                                                                                                            |
| Search messages                         | Search for messages in any channel the agent has access to.                                                                                                                                                              |
| View survey answers                     | View contact satisfaction scores, search by satisfaction, and access related folder content.                                                                                                                             |
| View present agents                     | View other agents' availability (shown with a blue indicator) when assigning messages.                                                                                                                                   |
| View own audit log                      | Allows agents to view their own audit log.                                                                                                                                                                               |

Call permissions
----------------

|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                                                                                                                                                          | **Definition**                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| Handle inbound calls                                                                                                                                                                    | Allows agents to handle inbound calls.                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| Handle outbound campaign calls                                                                                                                                                          | Allows agents to handle outbound campaign calls.                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| Allow blended calls                                                                                                                                                                     | Handle both inbound and outbound calls.                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| Make manual calls * Allow international manual calls * Select manual outbound queue * Scrub for compliance on manual calls * Allow for campaign selection * Allow for external ID input | Manually place outbound calls not related to a campaign. * Make international calls not related to a campaign. * Select a queue for manual outbound calls (if unchecked, <var class="keyword"> <div style="display: inline;"> RingCX </div></var> will use the agent's default queue). * Turn compliance scrub on or off. * If unchecked, calls won't be attributed to any campaign. * An input field for the external ID for manual outbound calls will appear in manual dial settings. |
| Use call history to make calls                                                                                                                                                          | Click a phone number in the agent's History to make a call.                                                                                                                                                                                                                                                                                                                                                                                                                              |
| Auto answer management                                                                                                                                                                  | Turn on/off auto answer.                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| Auto answer on by default                                                                                                                                                               | Turn auto answer on by default when agents login.                                                                                                                                                                                                                                                                                                                                                                                                                                        |
| Use persistent voice session                                                                                                                                                            | Connects agents to a persistent voice session so calls can quickly be connected to them. Required for outbound dialer calls.                                                                                                                                                                                                                                                                                                                                                             |
| Send <var class="keyword"> <div style="display: inline;"> RingEX </div></var> calls to voicemail while on a Contact Center call                                                         | When enabled, incoming <var class="keyword"> <div style="display: inline;"> RingEX </div></var> calls won't ring while an agent is on a Contact Center call, and will go directly to the user's <var class="keyword"> <div style="display: inline;"> RingEX </div></var> voicemail.                                                                                                                                                                                                      |
| Hang up calls                                                                                                                                                                           | Use the Hang up button in the call controls.                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| Place calls on hold                                                                                                                                                                     | Use the Hold button in the call controls.                                                                                                                                                                                                                                                                                                                                                                                                                                                |
| Requeue calls * Cross queue requeue                                                                                                                                                     | Use the Requeue button in the call controls. * Requeue to any active queue that agents are assigned to.                                                                                                                                                                                                                                                                                                                                                                                  |

Transfer permissions
--------------------

|---------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                                                                                | **Definition**                                                                                                                                                                                      |
| Transfer calls * Transfer calls internationally * To any agent within the same group * To any logged-in agent | Use the Transfer button in the call controls. * Change the country in transfer destinations. * Transfer to any agent within the same group. * Transfer to any logged-in agent, regardless of group. |
| Voicemail on transfer                                                                                         | Gives callers the option to leave a voicemail for an agent if the agent can't answer the direct transfer.                                                                                           |
| End calls for everyone                                                                                        | Adds end call for everyone option to the hangup call controls on conference calls.                                                                                                                  |

Lead permissions
----------------

|-------------------|------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**    | **Definition**                                                                                                                           |
| View lead history | View lead profiles and history for voice and digital interactions.                                                                       |
| Insert leads      | Insert new leads into a lead list.                                                                                                       |
| Manual pass leads | Add a pass attempt and a disposition to a fetched lead without actually dialing the lead. Applies to previews and progressive campaigns. |

Monitor agent permissions
-------------------------

|------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Permission**                                                                                             | **Definition**                                                                                                                                                                                                                                                                                                                         |
| Supervise agents * Monitor agents * View agents stats * View own stats * View all supervised agents' stats | Allow agents to supervise other agents. * Monitor the interactions of supervised agents. * Allows supervisors to view stats for agents they supervise. * Shows the supervisor's own stats alongside their supervised agents. * Show all agents a supervisor oversees, including agents outside the supervisor's queues or dial groups. |

Agent state permissions
-----------------------

Select the agent states you want to allow agents with this role to select. To configure the available agent states, visit [Configuring and managing agent states in your <var class="keyword">
<div style="display: inline;">
RingCX
</div></var> account](https://support.ringcentral.com/article-v2/Configuring-agent-states-in-your-RingCX-account.html?brand=RingCentral&product=RingCX&language=en_US "").

|----------------|--------------------------------------------------------------------------------------|
| **Permission** | **Definition**                                                                       |
| ON-BREAK       | Select to allow the agent to indicate they are on break.                             |
| AWAY           | Select to allow the agent to indicate they aren't available to receive interactions. |
| LUNCH          | Select to allow the agent to indicate they are at lunch.                             |
| TRAINING       | Select to allow the agent to indicate they are training.                             |
| WORKING        | Select to allow the agent to indicate they are working.                              |
| SUPERVISING    | Select to allow the agent to indicate they are supervising.                          |

**Additional resources**  
[Adding and managing agents in <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>](https://support.ringcentral.com/article-v2/Creating-an-agent-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")  
[Configuring and managing agent states in your <var class="keyword">
<div style="display: inline;">
RingCX
</div></var> account](https://support.ringcentral.com/article-v2/Configuring-agent-states-in-your-RingCX-account.html?brand=RingCentral&product=RingCX&language=en_US "")