Published Feb 14

Roles-Based Access Control for Webex Contact Center

By Allen Sproul

Roles-Based Access Control (RBAC) is coming to Webex Contact Center. With RBAC, customers will be able to leverage roles as a means of controlling access.

  • Module access based on roles

  • Create roles to separate business units and control CC assets (e.g. Flows)

  • Manage module access by role

 

Important information about User Profiles and RBAC:

  1. User Profiles are not used in Agent Desktop to view or limit assets like teams, queues, or EPs.

  2. Desktop Profiles are the only method of controlling what agents see in their APS

  3. In the new RBAC (Roles-Based Access Control) with Control Hub and Contact Center, User Profiles will be deprecated for Standard and Premium Agents

  4. License management will still happen in Control Hub, assigning the appropriate license type to the agent in Users