As we’ve discussed in Intro to agent configuration
, your agents will spend the majority of their time taking and making calls within the agent interface, but their accounts will be configured and managed in Admin, including their permissions.
Configuring agent permissions allows you to determine what your agents can do while logged into the agent interface, including everything from the types of calls they can take to the different stats you wish for them to view.
To configure your agent’s permissions, navigate to Users > Agents via the left-hand navigation bar, select the agent you’d like to configure via the Agents group page, and then click on the Security tab from the configuration panel at far left.
On this page, you can enable permissions by checking the box to the left of the setting name; however, you’ll find some settings already checked by default. The permissions you can configure here range from their login configuration options to the locations where they’re allowed to log in.
Now let’s review each permission you’ll find on this page.