privilege.myagents.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables supervisors to access the My Agents view, where they can view and update the state for agents in the groups they supervise. Supervisors can also remotely log off agents from media channels in this view.
privilege.contact.can-open.<media-type>.from-history
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to open in-progress workitems of the corresponding media-type from history. Depends on 'Contact - Can Use'.
privilege.<media-type>.can-set-interaction-disposition
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to set the disposition code of workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.<media-type>.can-one-step-transfer
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use instant workitem transfer. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.<media-type>.can-move-to-workbin
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to move an interaction to the workbin. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.<media-type>.can-mark-done
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to mark done an interaction without further processing.
privilege.<media-type>.can-decline
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to decline incoming workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.workitem-channels.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use all WorkItem channels configured in the openmedia.workitem-channels option.
privilege.contact.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Contact features.
privilege.SRL.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Standard Response Library functions.
privilege.twitter.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
The agent is permitted to use the Twitter channel.
privilege.im.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the IM channel.
privilege.contact.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Contact features.
privilege.SRL.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Standard Response Library functions.
privilege.facebook.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
When the value of this option is set to true, the agent is permitted to use the Facebook channel.
privilege.contact.can-open.email.from-history
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to open in-progress email from the interaction history. Depends on 'Contact - Can Use'.
privilege.contact.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Contact features.
privilege.SRL.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Standard Response Library functions.
privilege.interaction-management.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables supervisors to access the Interaction Management feature.
privilege.my-team-workbins.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to My Team Workbins.
privilege.workbins.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to access My Workbins.
privilege.email.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the Email channel.
privilege.contact.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Contact features.
privilege.SRL.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Standard Response Library functions.
privilege.contact.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Contact features.
privilege.SRL.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Standard Response Library functions.
privilege.teamlead.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables a supervisor to use the agent call and chat monitoring functionality.
privilege.chat.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the Chat channel.
privilege.teamlead.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables a supervisor to use the agent call and chat monitoring functionality.
privilege.outbound.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables access to the Outbound Campaign functions.
privilege.voicemail.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use
Enables agents to use the voicemail functionality. This privilege is required to control and monitor voicemail boxes.
privilege.voice.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the Voice channel.
Enabling Privileges and Features
To enable functionality like media channels and supervisor capabilities in Workspace Web Edition, you typically need to enable related Workspace privileges and Web Services features.
Check out the table below for details about which privileges and features you should enable for a given task or functionality:
| Functionality | Workspace Privileges | Web Services Features |
|---|---|---|
| Voice |
| |
| Chat |
| |
| Universal Contact Server (USC) Contacts for Voice Interactions |
| |
| ||
| ||
| Instant Messaging |
| |
| ||
| Workitems |
|
|
| Supervisor * |
|
* - You must also set the statisticsMonitorMultimediaChannelStates option to true in the server-settings.yaml file so that My Agents has states for multimedia channels. Note: My Agents is only supported if the supervisor and agents are configured under the same switch.
Enabling features by editing the Feature Definition file
You can enable features by editing the Feature Definition file. For full instructions, see Enabling features in the Feature Definition file in the Web Services and Application Deployment Guide.