babelforce offers a full user Rights Management concept for the babelforce manager. This article does not cover Agent as these users can only access babelConnect and not the manager.
Under
Agent and Users > User management
find an overview of all users including their roles. There, you can easily add and remove roles with the exception of the role agent. (Agents can only be added and removed via the agent or integration section.)
In the User management section, you can also add new users and assign them any role. The table below give a full overview of all available roles.
You will not find the manager in the table as the manager has full access to all manager functionalities. However, manager cannot access babelconnect. You will need to add them as Agents if they should also be able to work with babelConnect.
| Manager | Reporter | Scheduler | Supervisor | Router | Sales | Agents | ||
|
Global settings
|
Telephone | full access | no | no | no | no | no | no |
| Phonebook | full access | no | no | full access | no | no | no | |
| Live logging | full access | no | no | no | no | no | no | |
| Agent presence | full access | no | no | full access | no | no | no | |
| SSO identity provider | full access | no | no | no | no | no | no | |
| User management | full access | no | no | no | no | no | no | |
| Audit | full access | no | no | no | no | no | no | |
| Trigger | full access | no | no | no | yes | no | no | |
|
IVR call-flows
|
Numbers | full access | no | no | no | no | no | no |
| Call flow | full access | no | no | no | no | no | no | |
| Audio files | full access | no | no | no | no | no | no | |
|
Routing and queuing
|
Agents | full access | read only | no | full access | full access | no | no |
| Groups | full access | no | no | full access | full access | no | no | |
| Queues | full access | read only | no | no | full access | no | no | |
|
Integrated processes
|
Global automations | full access | no | no | no | no | no | no |
| Local automations | full access | no | no | no | no | no | no | |
| Integrations | full access | no | no | only agent sync | no | no | no | |
| Transactions | full access | no | no | no | no | no | no | |
|
Scheduling
|
Business hours | full access | no | full access | no | no | no | no |
| Calendar | full access | no | full access | no | no | no | no | |
|
Outbound
|
Campaigns | full access | no | no | no | no | full access | no |
| Hopper | full access | no | no | no | no | full access | no | |
| Lists | full access | no | no | no | no | full access | no | |
|
Reporting
|
Simple reporting | full access | full access | no | no | no | no | no |
| Calls | full access | full access | no | no | no | no | no | |
| Dashboard | full access | access to predefined dashboards | no | no | no | no | no | |
| Livelogs | full access | no | no | no | no | no | no | |
| Recordings | full access | read/listen only | no | no | no | no | no | |
| SMS | full access | read only | no | no | no | no | no | |
| Transactions | full access | read only | no | no | no | no | no | |
|
Outbound |
full access | full access | no | no | no | full access | no | |
|
Listen-in |
full access | no | no | no | no | no | no |
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