Contact Management Privileges

Contact Management Privileges

The following table lists the Contact Management privileges in the Interaction Workspace Contact Privileges section of the Role Privileges tab that can be enabled for a role. Privileges are assigned as configuration options in the Role Privileges tab of the Role object in Genesys Administrator (refer to the Procedure: Creating a Role and allowing an Interaction Workspace privilege and assigning a Role to an agent or agent group).

Contact Management Privileges

Role privilege	Description
Contact - Can Create Contact	The agent is permitted to create a new contact in the Universal Contact Server database.
Contact - Can Delete Contact	The agent is permitted to delete an existing contact from the Universal Contact Server database.
Contact - Can Mark Done Voice Interaction	The agent is permitted to mark an interaction as done.
Contact - Can Merge Contact	The agent is permitted to merge two contacts in the Universal Contact Server database.
Contact - Can Assign Contact	The agent is permitted to assign an interaction to an existing contact if the interaction has an unknown contact or is incorrectly assigned to a different contact.
Contact - Can Use Interaction Notepad	The agent is permitted to use the Notepad to view and edit notes that are included in the interaction.
Contact - Can Merge Interaction To Contact	The agent is permitted to merge interactions to an existing contact in the Universal Contact Server database.
Contact - Can Undo Merge Contact	The agent is permitted to unmerge a previously merged contact in the Universal Contact Server database.
Contact - Can Use Contact Directory	The agent is permitted to use the Contact Directory to view and manage contact information in the Universal Contact Server database.
Contact - Can Use Contact History	The agent is permitted to view and manage contact history.
Contact - Can Use Contact History CaseData	The agent is permitted to view and manage contact history case data.
Contact - Can Use Contact History Detail	The agent is permitted to view and manage contact history details.
Contact - Can Use Contact History Notepad	The agent is permitted to view and manage contact history notepad information.
Contact - Can Use Contact Information	The agent is permitted to view and manage contact information.
Contact - Can Use My Contact History	The agent is permitted to view and manage contact information for interactions that they have handled.
Contact - Can Edit Contact	The agent is permitted to update and save contact information.
Contact - Can Use	The agent is permitted to perform contact management privileges. The other contact management privileges cannot be configured if the value is Not Assigned.
Contact - Can Pull From Queue	From the Contact History view, the agent is permitted to pull interactions from a queue.
Contact - Can Pull Interactions In Shared Workbins	From the Contact History view, the agent is permitted to pull interactions from shared workbins which are not explicitly accessible to the user.
Contact - Can Pull Interactions In Workbins Not Owned By The User	From the Contact History view, the agent is permitted to pull interactions from personal workbins which are not owned by the user.