Power Users

The following table provides information about the configurable powers, service scope restrictions, and default groups of the power users:


SYSADMINSUPERUSERMANAGERIT USER

Users with full access across the LiveVox Portal (LVP). Can make changes (administer) to other users.Users with full access except for some configuration tools. Cannot be an administer to Sysadmins.Users who supervise campaigns and agents.Users who have access to Configure tools and user monitoring.
Configurable Powers
  • Access to Call Recording Report
  • Download Call Recording
  • Stream (Playback) Call Recording
  • Download screen recordings
  • Access to the Voicemail Recording Report
  • Stream (playback) voicemail recordings
  • Download voicemail recordings
  • Download email attachments
  • Access to Call Recording Report
  • Download Call Recording
  • Stream (Playback) Call Recording
  • Download screen recordings
  • Access to the Voicemail Recording Report
  • Stream (playback) voicemail recordings
  • Download voicemail recordings
  • Download email attachments
  • Access to DNC List
  • Access to Administer Agents
  • Access to Dialing Strategies
  • Access to Campaign Templates
  • Access to Campaign Scrub Options
  • Access to Segmentations
  • Access to Upload Campaigns Includes:
    • Make Test Call
    • Upload Campaigns
    • Requeue Campaigns
  • Ability to Modify Services
  • Access to Contact Manager
  • Access to Call Recording Report
  • Download Call Recording
  • Stream (Playback) Call Recording
  • Download Screen Recording
  • Access to Ticketing
  • Access to Accounts
  • Access to Voicemail Recording Report
  • Stream (Playback) Voicemail Recording
  • Download Voicemail Recording
  • Download Email Attachment
None
Service Scope RestrictionsNone
  • Monitor
  • Campaign Manager
  • Template Manager
  • Agent Configuration
  • Resource Group
  • Skill editor
  • Monitor
  • Campaign Manager
  • Template Manager
  • Agent Configuration
  • Resource Group
  • Skill editor
None
Default GroupMonitorMonitorMonitorConfigure

Power Users: Detailed Permissions

The following table provides information about the features that can be accessed by the power users:




Description

SYSADMINSUPERUSERMANAGERIT USER
Users with full access across the LiveVox Portal (LVP). Can make changes (administer) to other users.Users with full access except for some configuration tools. Cannot be an administer to Sysadmins.Users who supervise campaigns and agents.Users who have access to Configure tools and user monitoring.
Campaign MonitorClientFullFullFullFull
Call CenterFullFullFullFull
ServiceFullFullFullFull
Campaign ControlFullFullFullView Only
Agent MonitorMonitorFullFullFullFull
Switch Active/Inactive StatusFullFullFullFull
Switch ServiceFullFullFullFull
LogoffFullFullFullFull
Send MessageFull - Excluding 10DMT and HCIFull - Excluding 10DMT and HCIFull - Excluding 10DMT and HCIFull - Excluding 10DMT and HCI
ChatFull - Excluding 10DMT and HCIFull - Excluding 10DMT and HCIFull - Excluding 10DMT and HCIFull - Excluding 10DMT and HCI
ConfigureCampaign ManagerFullFullOptionalNone
Campaign TemplatesFullFullOptionalNone
Partition ManagerFullFullOptionalNone
Email EditorFullFullNoneFull
Client EditorFullNoneNoneFull - Excluding Security tab
Call Center EditorFullNoneNoneFull
Service GroupFullFullFullFull
Service EditorFullFullOptionalFull
Agent ConfigurationFullFullOptionalFull
Agent DesktopFullNoneNoneFull
Termination CodesFullNoneNoneFull
Agent SkillFullFullOptionalFull
Agent TeamsFullFullView OnlyFull
Agent PhonebookFullNoneNoneFull
Scheduled Callback FullFullView OnlyFull
Agent SchedulingFullFullFullFull
Quick ResponseFullFullFullFull
TicketsFullFullFullFull
Tickets ConfigFullFullOptionalFull
DNC EditorFullFullOptionalFull
Contact ViewsFullFullOptionalNone
ContactsFullFullOptionalNone
Attempt SupervisorFullFullNoneNone
AccountsFullFullOptionalFull
Accounts ConfigFullFullOptionalFull
Phone NumbersFullFullNoneFull
ProfilesFullFullNoneFull
Contact TimingFullFullFullNone
StrategyFullFullOptionalNone
CID PackageView OnlyView OnlyView OnlyNone
Block Caller IDFullFullNoneFull
Email ChannelFullFullFullFull
SMS ChannelFullFullFullFull
Web WidgetFullNoneNoneFull
KB ConfigFullFullFullFull
KB Content LibraryFullFullFullFull
KB SearchFullFullFullFull
MessagesFullNoneNoneFull
PhrasesFullNoneNoneFull
Contact FlowsFullNoneNoneFull
SFTP BrowserFullNoneNoneFull
Input FilterFullNoneNoneFull
Reporting Outcomes MapperFullNoneNoneFull
Export FormatFullNoneNoneFull
JobsView OnlyNoneNoneView Only
Audit Log ViewerFullNoneNoneFull
User EditorFullFull except SysadminNoneNone
FieldsFullNoneNoneFull
RolesFullFullNoneNone
ReviewReportsOptional - Depending on configurable powersOptional - Depending on configurable powersOptional - Depending on configurable powersNone
WFO

Analytics Dashboard

FullFullFullNone

Search and Score

FullFullFullNone

Agent Statistics

FullFullFullNone

Agent Statistics and Trend

FullFullFullNone

Arbitrator Report

FullFullFullNone

Calibration Results

FullFullFullNone

Interaction Intent

FullFullFullNone

Keyword by Agent

FullFullFullNone

Keyword Summary

FullFullFullNone

Keyword Usage

FullFullFullNone

Primary Interaction Intent

FullFullFullNone

Scorecard Queue

FullFullFullNone

Scorecard Statistics

FullFullFullNone

Skill Statistics Summary

FullFullFullNone

Agent Maintenance

FullFullFullNone

Audio Comments Categories

FullFullFullNone

Automated Reports

FullFullFullNone

Filter Group Management

FullFullFullNone

Grade Templates

FullFullFullNone

Interaction Intents

FullFullFullNone

Interaction Intent Types

FullFullFullNone

Keyword Lists

FullFullFullNone

Saved Search Management

FullFullFullNone

Scorecard Categories

FullFullFullNone

Scorecards

FullFullFullNone

Skill Maintenance

FullFullFullNone

SpeechIQ Library

FullFull

Create and edit.

Cannot delete.

None

Synonyms

FullFullFullNone

Tags

FullFullFullNone

Tasks

FullFullFullNone

User Maintenance

FullFullFullNone

Billing Report

FullNoneNoneNone

Client Config

FullNoneNoneNone

Client Index Usage Report

FullNoneNoneNone

Client Integrations

FullNoneNoneNone

Logging

FullNoneNoneNone

Redaction-Extraction

FullNoneNoneNone

Sharing

FullNoneNoneNone

Word Replacement

FullNoneNoneNone

Word Replacement Report

FullNoneNoneNone

Quality Monitoring Dashboard

FullFullFullNone

Word Cloud

FullFullFullNone

Assignment

FullFullFullNone

Config

FullFullFullNone

Content Library

FullFullFullNone

Agent Schedule Adherence

FullFullFullNone

Agent Scheduling

FullFullFullNone

Schedule Performance

FullFullFullNone

Alerting

FullFullFullNone

Performance Report

FullFullFullNone

Work Queue

FullFullFullNone

Work Queue Config

FullFullFullNone

User permissions for LiveVox billable products are specific to your site. Contact the LiveVox Customer Care Team to update these user permissions. Refer to the Administrative User Guides for additional information.

Disclaimer

This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”).  Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited.  This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice.  Compliance by authorized clients or licensees of LiveVox with any and all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees.  Further, features and services that rely on third Party performance are subject to the errors and omissions of those third Parties, over which LiveVox has no control.  LiveVox therefore disclaims any and all liability resulting from or arising out of any services supplied by or through any third Party vendor or any acts or omissions of the applicable third Party vendor.  Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by Parties other than LiveVox.


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