Supervisor Role

Activity

Edit Subject, Unpin, Edit, Pull Activities, Pick Activities, Transfer Activities, Assign Classifications, Print, Pin, Complete, Add Greeting, Add Header, Add Attachment, Add Footer, Add Signature, Create

Analytics

View my analytics

Blocked File Extension

Create, View, Edit, Delete

Calltrack

Send email transcript, Discard email transcript

Case

Edit, Print, Close Case, Change Case, Create Case

Categories

View

Chat

Complete Chat Activity, Leave Chat Activity, Transfer Chat Activities, Monitor Chat Activity, Pull Chat Activities, Whisper, Block Visitor, Unblock Visitor, Join Conference

Note: The Monitor Chat Activity  action enables supervisors to monitor chats in the Advisor Desktop. 

Chat Resources

View, Create, Edit, Delete

Chat Template Set

View, Create, Edit, Delete

Customer

View Association, Create Association, Edit Association, Delete Contact Person, Delete Contact Details, Delete Association, Edit Contact Details, Edit Contact Person, Change Customer, View, Edit, Delete, Create, Create Contact Details, Create Contact Person

Email

Resubmit supervised email, Reject emails for supervision, Accept emails for supervision, Send Email, Send and Complete Email, Edit Reply To field, Edit Reply Type, Edit From field, Edit CC field, Edit BCC field, Edit To field, Review quality of emails

Note: The following actions enable the supervisor to review outbound email activities: Resubmit supervised email, Reject emails for supervision, Accept emails for supervision.

Email Attachment

Delete, Restore

Filter Folder

Create, Delete, Share Inbox Folder

KB Folder

View Folder, View Personal Folder, Suggest Article, Delete Notes, Create Agent Personal Folders, Add Notes, Manage Personal Folders

Macros

View

Messaging

Create Message, Delete Message

These actions allows users in the Advisor Desktop, to use the Ask option when right-clicking on highlighted text in the Reply pane.

Monitor

Manage

Notes

View, Add, Delete

Personal Dictionary

Personal Dictionary

Preference Group

Edit

Product Catalog

View

Report

Schedule, Create, Edit, Run, View, Delete,

Resolution Codes

View

Routing Queue

View, Transfer Activities, Pull Activities

Saved Search

Edit, Create, Delete

Search Console

View Search Console

System Resource

View Agent Console

System Resource

View Analytics

Text Editor

Edit HTML source in reply pane, Edit HTML source for articles

Usage links

View, Execute

User

View, Transfer Activities, Pull Activities

Note: The following actions are part of the Supervisor role but can be used only if the View Administration action is explicitly added to the Supervisor role.

Aliases

Create, View, Edit, Delete

Delivery Exceptions

Create, View, Edit, Delete