Security profiles

Latest update: 24 July 2023
This page is currently being updated to add definitions of the Security Profile Permissions and new permissions that are coming in release 2023.1.1.

Some permissions may not show in your version of Agent Desktop currently.

A security profile is a group of permissions that map to a common role of a persona within the contact centre. Security profiles help you manage who can perform specific tasks within the Agent Desktop and Amazon Connect.

There are two methods which Security Profiles can be created:

Manual creation via Agent Desktop
Security Groups pushed from the customer Identity Provider via SCIM (AzureAD/Okta)

Once a security profile has been created in Agent Desktop, it will also be created in Amazon Connect. Both Agent Desktop and Amazon Connect need to have Security Profile configuration for the relevant permissions, however some overlap and have a relationship.

When using SCIM provisioning, Security Profiles cannot be manually created and if a user needs to have their Security Profile changed, must be pushed from the Identity Provider.

Edit a security profile

To edit a security profile, go to Admin > Security profiles.

Click on the name of the security profile you want to edit.
Choose the appropriate permissions for the security profile from each permission group. For each permission type, choose one or more actions. Selecting some actions results in other actions being selected. For example, selecting Edit also selects View for the resource and any dependent resources.
Click on Save.

Security Profile Permissions

The below tables show definitions for each of the security profile permissions.

Routing and numbers

Permission Type	Action	Description of Permission
Banner and events	All	Full access to all available actions.
	View	View all banners and events at your Hierachy level or below.
	Edit	Edit a banner or event at your Hierachy level or below.
	Create	Create a banner or event at your Hierachy level or below.
	Delete	Delete a banner or event at your Hierachy level or below.
	Enable/Disable	Enable or Disable a banner or event at your Hierachy level or below
Opening hours	All	Full access to all available actions.
	View	View all opening hours config at your Hierachy level or below.
	Edit	Edit opening hours configuration at your Hierachy level or below.
	Create	Create opening hours configuration at your Hierachy level or below.
	Delete	Delete opening hours configuration at your Hierachy level or below.
Phone numbers	All	Full access to all available actions.
	View	View all phone numbers at your Hierachy level or below.
	Edit	Edit phone number configuration such as the target Contact Flow at your Hierachy level or below.
	Claim	Search and claim a phone number on your amazon connect instance Amazon Connect costs apply for all numbers claimed.
Prompts	All	Full access to all available actions.
	View	View all prompts at your Hierachy level or below.
	Edit	Edit prompts at your Hierachy level or below. Edit could include changing a prompt file or updating the Text to Speech.
	Create	Create a prompt at your hierachy level or below.
	Delete	Delete a prompt at your hierachy level or below.
Queues	All	Full access to all available actions.
	View	View all queues at your hierachy level or below.
	Edit	Edit queues at your hierachy level or below. Edit could include changing the queue name, the outbound CLI, outbound whisper, max calls in queue.
	Create	Create a queue at your hierachy level or below.
	Delete	Not used - Queues cannot be deleted, only renamed.
	Enable/Disable	Enable or Disable a queue or event at your hierachy level or below
Create Tasks	Access	Provides access to create tasks through the Agent Desktop.
Routing profiles	All	Full access to all available actions.
	View	View all routing profiles at your hierachy level or below.
	Edit	Edit all routing profiles at your hierachy level or below.
	Create
	Delete	Coming Soon! AWS APIs released July 2023
S3 wav audio library	All	Full access to all available actions.
	View	View all .WAV files in the Audio Library at your Hierachy level or below.
	Edit	Edit .WAV files in the Audio Library at your Hierachy level or below. Edit could include uploading a new prompt file
	Create	Create/Add a WAV file to the Audio Library at your hierachy level or below.
	Delete	Delete a WAV file in the Audio Library at your hierachy level or below.
Task templates	All	Full access to all available actions.
	View	View all Task templates at your Hierachy level or below.
	Edit	Edit all Task templates at your Hierachy level or below.
	Create	Create/Add a Task template at your hierachy level or below.
	Delete	Delete a Task template at your hierachy level or below.
Update Ongoing Task	Enable/Disable	Enable or Disable the ability to update an active task at your hierachy level or below

Users and permissions

Permission Type	Action	Description of Permission
Agent status	All	Full access to all available actions.
	View	View all Agent Statuses that are configured
	Edit	Edit all Agent Statuses that are configured
	Create	Create new Agent Statuses
	Enable/Disable	Enable or Disable all Agent Statuses that are configured
Agent status groups	All	Full access to all available actions.
	View	View all Agent Status Groups at your Hierachy level or below.
	Edit	Edit all Agent Status Groups at your Hierachy level or below. Editing could include changing the statuses in the group or assiging the group to other routing profiles.
	Create	Create new Agent Status Groups at your Hierachy level or below.
	Delete	Delete Agent Status Groups at your Hierachy level or below.
Directory	All	Full access to all available actions.
	View	View all configured Directory entries at your Hierachy level or below.
	Edit	Edit all configured Directory entries at your Hierachy level or below.
	Create	Create new Directory entries at your Hierachy level or below.
	Delete	Delete configured Directory entries at your Hierachy level or below.
Security profiles	All	Full access to all available actions.
	View	View all Security Profiles configured
	Edit	Edit all Security Profiles and change the permissions in a security profile
	Create	Create a new Security Profile and allocate permissions. Not available if SCIM is activated. Security Profiles are created from the customer Identity Provider.
	Delete	Delete a configured Security Profile.
Users	All	Full access to all available actions.
	View	View all Users at your Hierachy level or below.
	Edit	Edit a User at your Hierachy level or below. Edit could include changing a users routing profile, agent hierachy, licence type, enabling/disabling medialess mode (VDI users) and configuring a direct dial phone number.
	Create	Create a new User to give access to Agent Desktop. Not available if SCIM is activated. Users are created from the customer Identity Provider.
	Delete	Delete a User at your Hierachy level or below.
	Edit permission	Edit permission allows a User to change the Security Profile assigned to a User. Not available if SCIM is activated. Security Profiles are changed from the customers Identity Provider using Security Groups.

Voice permissions

Permission Type	Action	Description of Permission
Outbound CLI	Enable/Disable	Enable or Disable the ability for a user to change the Outbound CLI by selecting the Queue when making an Outbound Call. Requires the Routing Profile assigned to the user, to have the Queue assigned to and the Outbound CLI option enabled.
Outbound dialler	Enable/Disable	Enable or Disable the ability for a user have Outbound Dialler functionality Requires the Outbound Campaign Manager product add on.
Pause & resume recording	Enable/Disable	Enable or Disable the ability for a user to pause and resume the call recording on the active call. Requires Call Recording to be configured and active in the conatct flows which the call was received on.
Start and stop recording	Enable/Disable	Enable or Disable the ability for a user to Stop the call recording on the active call. Requires Call Recording to be configured and active in the conatct flows which the call was received on.

Email permissions

Email Permissions are currently under review by the Product Team. The permission name and its function may change in a future release.

Permission Type	Action	Description of Permission
Assign emails from inbox	Enable/Disable	Enable or Disable the ability for a user to Assign emails to a different Queue, a specific User or themself Permission function is currently under review
Assign emails from sent	Enable/Disable	Enable or Disable the ability for a user to Assign sent emails to a different Queue, a specific User or themself Permission function is currently under review
Compose email	Enable/Disable	Enable or Disable the ability for a user to Compose a new email Requires the Routing Profile assigned to the user, to have the Email Queue assigned
Discard emails from inbox	Enable/Disable	Enable or Disable the ability for a user to Discard emails in a Queue
Edit email subject	Enable/Disable	Enable or Disable the ability for a user to Edit the subject line of an email
Reassign emails from inbox	Enable/Disable	Enable or Disable the ability for a user to Reassign emails to a different Queue, a specific User or themself. Permission function is currently under review
Reassign emails from sent	Enable/Disable	Enable or Disable the ability for a user to Reassign sent emails to a different Queue, a specific User or themself Permission function is currently under review
Return email back to queue	Enable/Disable	Enable or Disable the ability for a user to return an email which has been assigned to them, back to the Queue it came from.
View all email queues in inbox	Enable/Disable	Enable or Disable the ability for a user to view the inbox of Email Queues Requires the Routing Profile assigned to the user, to have the Email Queue assigned
View all email queues in sent items	Enable/Disable	Enable or Disable the ability for a user to view the sent items of Email Queues
View assigned emails in inbox	Enable/Disable	Enable or Disable the ability for a user to see assigned emails and they user they are assigned to
View discard email queue in sent items	Enable/Disable	Enable or Disable the ability for a user to see the discarded emails in the sent items.
View escalated emails in inbox	Enable/Disable	Enable or Disable the ability for a user to see emails which have been marked as escalated.

Analytics and Optimization permissions

Permission Type	Action	Description of Permission
Mini dashboard	Enable/Disable	Enable or Disable the ability for a user to see the Real Time Mini Dashboard showing active waiting interactions. Only shows statistics of the queues configured in the users assigned routing profile, or active routing profile version. Recommended for all Users.

Agent Desktop configuration permissions

Permission Type	Action	Description of Permission
Agent hierarchy	All	Full access to all available actions.
	View	View all Agent hierarchy configuration.
	Edit	Edit all Agent hierarchy configuration.
Applications	All	Full access to all available actions.
	View	View all applications
	Edit	Edit all applications
	Create	Create applications
	Delete	Delete applications
	Enable/Disable	Enable or Disable applications
Connect	All	Full access to all available actions.
	View	View all Amazon Connect configuration.
	Edit	Edit all Amazon Connect configuration.
Contact flow attributes	All	Full access to all available actions.
	View	View all attributes and attribute sets for use within contact flows
	Edit	Edit all attributes and attribute sets for use within contact flows
	Create	Create all attributes and attribute sets for use within contact flows
	Delete	Delete all attributes and attribute sets for use within contact flows
Customer profiles	Enable/Disable	Enable or Disable Amazon Connect Customer Profiles within Agent Desktop. Requires pre-requsite configuration is required.
Dispositions	All	Full access to all available actions.
	View	View dispositions.
	Edit	Edit dispositions.
	Create	Create dispositions.
	Delete	Delete dispositions.
Email accounts	All	Full access to all available actions.
	View	View all email accounts.
	Edit	Edit email accounts.
	Create	Create email accounts.
	Delete	Delete email accounts.
	Enable/Disable	Enable or Disable email accounts.
Email editor	All	Full access to all available actions.
	View	View the email HTML editor configuration.
	Edit	Edit the email HTML editor configuration.
Email signatures	All	Full access to all available actions.
	View	View all email signatures.
	Edit	Edit email signatures.
	Create	Create email signatures.
	Delete	Delete email signatures.
Maintenance	Enable/Disable	Enable or Disable access to maintenance functions.
Message templates	All	Full access to all available actions.
	View	View all message templates.
	Edit	Edit message templates.
	Create	Create message templates.
	Delete	Delete message templates.
SCIM	All	Full access to all available actions.
	View	View the SCIM configuration.
	Edit	Edit the SCIM configuration.
Screen pops	All	Full access to all available actions.
	View	View all screen pop configuration
	Edit	Edit screen pop configuration
	Create	Create screen pop configuration
	Delete	Delete screen pop configuration
	Enable/Disable	Enable or Disable configured screen pops.
Sentiment analysis	Enable/Disable	Enable or Disable Contact Lens sentiment analysis within Agent Desktop. Requires pre-requsite configuration is required.
Theme	All	Full access to all available actions.
	View	View the theme configuration.
	Edit	Edit the theme configuration.
Transfers	All	Full access to all available actions.
	View	View the transfers configuration.
	Edit	Edit the transfers configuration.
Auto response templates	All	Full access to all available actions.
	View	View all auto response templates.
	Edit	Edit auto response templates.
	Create	Create auto response templates.
	Delete	Delete auto response templates.
Email routing	All	Full access to all available actions.
	View	View all email routing configuration.
	Edit	Edit email routing configuration.
	Create	Create email routing configuration.
	Delete	Delete email routing configuration.
	Enable/Disable	Enable or Disable email routing rules.

Supervisor dashboard permissions

Permission Type	Action	Description of Permission
Barge In	Enable/Disable	Enable or Disable the ability to Barge In to active calls.
Change agent states	Enable/Disable	Enable or Disable the ability to Change Agent States
Agent Dashboard	Enable/Disable	Enable or Disable the ability to view the Agent Dashboard
Queue Dashboard	Enable/Disable	Enable or Disable the ability to view the Queue Dashboard
Monitor Calls	Enable/Disable	Enable or Disable the ability to Monitor Active calls (Silent Listening).