Roles group individual agents into a custom, named set — separate from phone-system hunt or skill groups — that can then be selected as a single unit anywhere CCaaS presents a list of agents to choose from, such as the Rows field when running or scheduling a report. Manage Roles is currently only accessible from My Reports, though roles created here are not scoped to reports and apply system-wide.

Creating a Role

1. From My Reports, select the ... menu in the top right corner of the page
2. Select Manage Roles
3. Select Create Role
4. Name the role and confirm

The role now appears in the roles list, ready to have agents assigned to it.

Assigning Agents to a Role

Agents can be added to or removed from a role at any time.

Using a Role

Once created, a role can be selected in place of individual agents wherever CCaaS asks for a list of agents — for example, selecting Role as the Rows type when building or running a report grouped by role.