‎Unified Routing Roles and Permissions

Unified Routing Roles and Permissions

Updated

10 days ago

This article provides insights into the various permissions associated with Unified Routing and its different modules.

Unified Routing

If you need more detailed control over permissions and want to assign different permissions for specific modules within unified routing (like skills, queues, capacity, etc.), you should use the Unified Routing feature. This allows for more granular governance, enabling you to manage permissions for each module individually.

Permission Name		Description
Assignment Skill	Manage Skill	Allows users to add, edit and delete the skills and skill categories.
Assignment Skill	View	Allows users to view the skills already created.
Agent Unified Routing Properties	Edit Assignment Settings	Allows users to change agent level configurations.
	Switch Agent to PSTN	Allows users to switch agent between VOIP and PSTN connection.
	Manage Agent Voice Settings	Allows users to edit agent's voice related configuration.
	View	Allows users to view the different agents/users already created.
User Group Unified Routing Properties	Edit Assignment Settings	Allows users to edit user group level configurations.
	Switch Agent to PSTN	Allows users to switch agent between VOIP and PSTN connection.
	Manage Agent Voice Settings	Allows users to edit agent's voice related configuration.
	View	Allows users to view the different user groups already created in the environment.
Capacity Configuration	Manage Capacity Configurations	Allows users to add any new capacity profiles or edit existing capacity configurations.
Capacity Configuration	View	Allows users to view the capacity configuration already present in the environment.
Work Queue	Manage Work Queue	Allows users to add, edit and clone a queue.
	Delete	Allows users to delete a queue.
	Reallocation	Allows users to add and save reallocation configs in the queue which helps in transferring some traffic to other queue.
	View	Allows users to view the queue page.
Routing Configuration	Manage Routing Configuration	Allows users to add,edit and clone a routing configuration.
	Toggle Action Groups	Allows users to enable or disable an Action Group.
	Enablement Note: Access to this feature is controlled by DP - ROUTING_CONFIGURATION_MANAGEMENT_ENABLED dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Custom Channel	Manage Custom Channel	Allows users to add, edit and clone the custom channels.
	Delete	Allows users to delete any existing custom channel.
	View	Allows users to view the custom channels already present in the environment.

Unified Routing Roles and Permissions

Unified Routing

Was this article helpful?

Related Articles