Grant Local CRM permissions

8x8 Contact Center administrators grant Local CRM permissions to agents and supervisors to manage customer data such as cases, customers, and tasks accessible to agents via 8x8 Agent Console. 8x8 Contact Center administrators grant the permissions to view, create, edit, or delete customer data in 8x8 Configuration Manager via Users > CRM.

To grant Local CRM permissions to an agent or supervisor:

1. From the Configuration Menu, open Agents.
2. Find an agent and click or .
   

3. Grant the desired permissions to the agent.
   The following table summarizes the permissions:

   CRM Tab	Description
   Case	Select or change from the following permissions to define an agent's access to case data: View Create Edit Delete Create a Follow-up Change status Create a report Download a report: Agents can continue to run the report even if the ability to download a report is disabled. If you disable any of the above controls, the agent cannot see the corresponding feature in 8x8 Agent Console. Note: To revoke or edit the case permissions, you have to unsubscribe the agent from all queues to avoid any conflict. Only supervisors can view a Monitoring tab.
   Task	Select or change from the following permissions to define an agent's access to Task data: View Create Edit Delete Change status Create a report Download a report If you disable any of the above controls, the agent cannot see the corresponding feature in 8x8 Agent Console. Note: An agent is able to clone tasks in 8x8 Agent Console if the administrator grants the permission to create and edit tasks to that agent.
   Customer	Select or change permissions to view, modify, and delete customers data. View Create Edit Delete Create a report Download a report If you disable any of the above controls, the agent cannot see the corresponding feature in 8x8 Agent Console.
   Monitoring	Select the permission to view monitoring.

See Also