Roles group individual agents into a custom, named set — separate from phone-system hunt or skill groups — that can be selected as a single unit anywhere CCaaS presents a list of agents to choose from. Roles apply system-wide, so the same role can scope a report, a real-time display, or a QA evaluation template.

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Accessing Manage Roles

Manage Roles is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to User Management > Manage Roles
2. The Manage Roles panel opens, with every configured role listed under Roles

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The Roles List

Each role in the list shows the following:

Select Close at the bottom of the panel to close it.

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Creating a Role

1. Select the + icon next to Roles
2. Name the role and assign agents to it
3. Save the role

The new role appears in the roles list.

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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.