Roles allow you to manage permissions for large groups of agents more efficiently. You can grant permissions to a group of agents by giving them a role instead of granting agent permissions individually.
In the CloudCX system, there are two default roles: Administrators and Agents. Administrators have all the permissions and Agents have basic permissions such as accept chats. You can edit Agents permissions or create more roles based on your requirements. To configure roles, you need to be a site administrator or have permission to manage agents.
Create a New Role
（1）Log in to CloudCX Control Panel.
（2）From the left navigation menu, go to Global Settings > People > Roles.
（3）Click Add.
（4）On the New Role page, add a Name for the role, and add the agents you want to assign the role.
（5）Click Save.
（6）Then you can edit the role, and configure the role’s permissions.
Configure Role Permissions
You can manage role permissions to grant permissions to or remove permissions from all the agents with the same role.
To enable or disable role permissions, follow these steps:
（1）Log in to the CloudCX Control Panel.
（2）From the left navigation menu, go to People > Roles. On the Roles page, a list of roles is displayed.
（3）Locate the role that you want to disable the permission for, and click the gear icon in the Permissions column.
（4）Turn on or off the toggle keys of the corresponding permissions.
（5）Click Save.