User Roles

CX Service provides three different user roles:

1. Administrators have access to the admin console, which allows them to:
   • Create Teams
   • Invite Users
   • Create queues and flows
   • Create call and chat channels
   • Set business hours and holidays
   • Assign skills
   • Purchase phone numbers
   • Set up integrations
   • Manage billing
2. Agent: Agents are the end users of the CX Service agent desktop. They have access to the agent desktop and can handle service requests through any of the channels you set up
3. Supervisors: Within the agent desktop, supervisors have access to the same features as agents. They also have access to live monitoring and call centre analytics on the CX Service Console.