Users & Roles

Creating users, assigning roles, and understanding the Admin/Agent access split.

New to Contact Center? Complete the Getting Started with Contact Center guide first — it covers roles, prerequisites, and the setup path, which this page assumes are already done.

On this page: Overview · Creating a user · Role reference · The Supervisor role · Limitations

Overview

Every Contact Center user — Admin or agent — starts as a user on the UC Platform. This article covers creating users, assigning roles, and the Admin/Agent access split.

Creating a user

Create the user on the UC Platform
Assign a user permissions depending on his role
1. Contact Center Manager
2. Contact Center Supervisor
3. Contact Center Agent
Add the user to a team so they can begin receiving conversations (users are invisible to routing until they're on a team)

Role reference

Role	Access
Manager	Creates teams and skills, adds/removes team members, creates other users. Privileged rights across the whole Contact Center.
Agent	Restricted to conversation handling; accesses Contact Center as an agent once added to a team.
Supervisor	An Agent promoted to supervise one or more specific teams. Access is scoped to only the team(s) they supervise — see The Supervisor role below.

The Supervisor role

Supervisor isn't a separate permissions type — it's a promotion applied to an existing Agent, and it's granted from Teams Configuration & Routing. A user typically starts as an Agent and is later promoted to Supervisor for the specific team(s) they're assigned to oversee.

Open the team's detail page in Teams Configuration & Routing.
Promote the agent to Supervisor for that team.

Once promoted, a Supervisor can access, for the team(s) they supervise only:

Live Chat — the team's conversations
Analytics — the team's reporting
CSAT — the team's survey results
Settings — the team's configuration in Admin Settings

A Supervisor's access is scoped to only the teams they're assigned to supervise — being a Supervisor on one team does not grant any visibility into a different team's chats, CSAT, or settings.

Creating a user on the UC Platform does not automatically route conversations to them. They must also be added to a team — see Teams Configuration & Routing.