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Grant Local CRM Permissions

Administrators can grant Local CRM permissions to agents and supervisors to manage customer data, such as cases, customers, and tasks accessible via Agent Console. Administrators can grant the permissions to view, create, edit, or delete customer data via Users > CRM.

To grant Local CRM permissions to an agent or supervisor:

  1. From the Configuration Menu, open Users.
  2. Find a user and click .
  3. Grant the desired permissions to the agent.
    The following table summarizes the permissions:
    CRM TabDescription
    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 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 Agent Console.

    Note: An agent is able to clone tasks in Agent Console if the administrator grants the permission to create and edit tasks to that agent.

    CustomerSelect 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 Agent Console.
    MonitoringSelect the permission to view monitoring.

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