You can create custom agent roles to reflect the unique positions on your team (think administrator, manager, team leader, and agent). Once you create a role, you will be able to choose what each agent can do from a list of permissions. You can then set the appropriate role for each member of your team.
Create a custom agent role by doing the following:
- Click on Admin.
- Select Roles.
- Select Add Role.
- Name the Role.
- Select the Permissions you want that role to have.
- Click Create.
Set an agent’s role by doing the following:
- Go to Agent Permissions.
- Click the Agent’s Name that you want to assign.
- Select the Role that you want to assign to that agent.
- Click Assign Role.
You can see an example video below where we give anyone in the “Senior Agents” role permission to have editing rights ONLY in Schedule.