Roles decide what each person can see and do in SESTEK AgenticCX. Every user has one or more roles, and every role is a set of permissions: which menu items appear, which Settings tabs open, which buttons work. You manage roles in one place, and a change applies to everyone who holds the role.
Open it from Administration, Identity management, Roles. To give a role to a person, see Users.
Watch the walkthrough
What you can do on this page
| Action | What it does |
|---|---|
| Browse and search roles | See every role, its flags and how many users hold it |
| New role | Create a custom role |
| Edit | Change a role's name and its Default and Public flags |
| Claims | Attach claims (a type and a value) to the role |
| Permissions | Choose exactly which permissions the role grants |
| Move all users | Send everyone who holds the role to another role, or unassign it |
You need the role management permissions of the Identity management group (Create, Edit, Delete, Change permissions) to use these actions. The built-in admin role has all of them.
The role list
The list has one row per role. Use the Search box above it to find a role by name. The line under the list shows the total number of roles.
| Column | What it shows |
|---|---|
| Actions | The menu for the row: Edit, Claims, Permissions, Move all users |
| Role name | The name, followed by its flags |
| User count | How many users currently hold the role |
Two flags can appear next to a name:
- Default: the role is given automatically to every new user. In a standard setup this is the agent role.
- Public: shown as a badge on the built-in roles.
The built-in roles
| Role | Flags | In short |
|---|---|---|
| agent | Default, Public | Works calls in Agent Desktop. Has View Agent Desktop, View Segments and Edit Contacts, plus messaging in Chat |
| supervisor | Public | Watches the work. Has View Dashboard, View Conversations, the four campaign viewing permissions, View Segments, Edit Contacts and messaging |
| admin | Public | Has every permission in every group |
The names of the built-in roles are locked. Open Edit on admin and the Role name field is greyed out, so you can change the flags but not the name.
Create a role
Select New role.
| Field | Notes |
|---|---|
| Role name | Required. Leaving it empty and selecting Save shows This field is required. |
| Default | Tick it to give the role to every new user automatically |
| Public | Tick it to mark the role as public |
Select Save. A new role starts with no permissions, so open Permissions next. If you close the dialog after typing, SESTEK AgenticCX asks Are you sure? You have unsaved changes. and you choose Cancel or Yes.
Choose what a role can do
Open Actions, then Permissions. The dialog is titled Permissions followed by the role name.
- The Permission Group list on the left holds one button per group. A number after the name, for example CRM Contacts (2), counts the permissions the role has in that group. No number means none.
- Select a group to see its permissions on the right. Tick or untick each one.
- Select all ticks every permission in the group. Grant all permissions, at the top right, does the same for every group. A dash in the box means only some are ticked.
- Nothing changes until you select Save. Cancel discards your edits.
Nested permissions
Some permissions sit under a parent. Ticking a child ticks its parent too: ticking Manage Segment Settings also ticks Manage Work Environment Settings.
Find a permission by name
Type in the Filter box. The group list narrows to the groups that contain a match. Typing wrap leaves only Setting management, where Manage Wrap-up Codes lives.
What the permission groups grant
| Group | Permissions in it | What they open |
|---|---|---|
| Identity management | Role management (Create, Edit, Delete, Change permissions), User management (Create, Edit, Managing roles, Managing organization tree, Delete, Change permissions, Impersonation, Import, Export, View details), Organization unit management, Setting management, Security logs, Sessions | Role and user administration, including the Roles, Users and Security logs pages |
| Setting management | Time zone, View Data Import, View DID Routing, Manage Work Environment Settings (with Manage Segment Settings, Manage Decline Reasons, Manage Wrap-up Codes), Agent Management, Manage Localization Settings, View Holiday Calendar (with Manage Holiday Calendar) | The tabs of Settings and the Agent Management page |
| Audit logging | Audit logs, Export audit logs | The Audit logs page |
| Account | Setting management | Account setting |
| Language management | Language texts, Edit language texts, Languages, Change default language | Language management pages |
| Text template management | Text templates, Edit contents | Text templates |
| Chat | Messaging, Searching, Setting management | Chat features |
| Dashboard | View Dashboard | The Dashboard |
| Agent Desktop | View Agent Desktop | Agent Desktop, where agents take calls |
| CRM Contacts | View Segments, Edit Segments, View Contact Detail, Edit Contacts, Export Contacts, Import Contacts | The Contacts page and its actions |
| Conversations | View Conversations | The Conversations page |
| Outbound | View Campaigns, View Campaign Overview, View Campaign Contacts, View Campaign Activity Log, View Campaign Pipeline Platform Signals, View Campaign Pipeline Health Screen, Manage Campaigns, Run Campaigns | Campaigns and Campaign Pipeline Health |
Some examples of how this plays out:
- To let a role maintain wrap-up codes, tick Manage Wrap-up Codes (its parent Manage Work Environment Settings is ticked for you).
- To let a role create and edit queues and skills, tick Agent Management.
- To let a role import or export contacts, tick Import Contacts or Export Contacts in CRM Contacts.
The supervisor shows four of the eight Outbound permissions. Manage Campaigns and Run Campaigns stay unticked, so supervisors can watch campaigns but not change or run them.
Claims
Open Actions, then Claims. A claim is a Type and a Value pair attached to the role. Select Add claim to add one, then Save.
Move all users to another role
Open Actions, then Move all users. The dialog says Move all users with <role> role to: and offers a list: Unassign role, agent and admin (the other roles, not the one you are moving from). Select Save to apply.
Check the User count first, because this changes the role of every user at once.
Good to know
- A role is a bundle of permissions, and you can define as many custom roles as you need.
- Permission changes apply to every user who holds the role.
- Built-in role names cannot be changed. Their permissions can be.
- The User count column is the quickest way to see how many people a change will affect.
- Related: Users shows how to assign a role to a person.