Roles and permissions overview


Note: In 2017, PureCloud updated the following roles: 
  • Engage User to PureCloud User
  • Engage Supervisor to PureCloud Supervisor

If you created your organization prior to 2017, the legacy role names may appear.

Each role in PureCloud contains one or more permissions. The permissions allow users with that role to do various tasks, such as create groups, set up integrations, and supervise contact center activity.

  • The Employee role has the lowest level of permissions and is assigned to all users. This role cannot be removed. A user must be assigned additional roles by a PureCloud Administrator to have additional permissions.
  • The Admin role has permissions to make any changes to a PureCloud organization. This role is automatically assigned to whoever sets up the organization. This person is responsible for inviting others to a PureCloud organization and for assigning roles to invitees.

Roles and permissions explained (video)

License management

Roles are used to manage PureCloud licenses within an organization. When you assign a role to a PureCloud user, you are also assigning the license.  

How to obtain new permissions for default roles

PureCloud adds the latest new permissions to default roles via periodic updates. You can add new permissions manually without altering any modifications you made to the role, or you can restore the role to the default state and receive the new permissions automatically.

However, when you restore a default role, the system does not retain any permissions you added, and adds back permissions you deleted. To return a role to the default state with its original and updated permissions, select Edit Role and click Restore Default Role.

Custom roles

You can use the default roles or create customized roles. For example, if certain managers should be able to manage content workspaces, but should not have any other admin permissions, you can:

  1. Create a new role and name it “Content Manager.”
  2. Add the Content Management Admin permission to that role. 
  3. Assign the role to employees who require it. You can unassign the role or disable it for everyone at any time.Create Content Manager role

See Assign roles, divisions, licenses, and add-ons for more information. For a complete list of default roles and permissions, see Products, roles, and permissions list.

Examples

Role Permissions License
Employee
  • Read organization
  • Edit own profile
  • Edit own location
Collaborate
Telephony Admin
  • Configure and manage Edge devices
  • Manage phones, numbers, and call routing
Communicate
Quality Evaluator
  • View and edit evaluation forms
  • View an evaluation’s audit trail
  • View and annotate recordings
  • View a recording’s audit trail
  • Create new recording encryption keys
PureCloud 3