Managing User Permissions

Managing User Permissions

Proper user permission management is essential for security and operational efficiency in your CloudOut implementation. This guide explains how to set up and manage user roles and permissions.

Understanding User Roles

CloudOut uses a role-based access control system with the following default roles:

• Administrator: Full system access with the ability to manage all settings, users, and data
• Manager: Access to manage campaigns, reports, and team performance, but limited system configuration access
• Supervisor: Ability to monitor agents, access reports, and manage day-to-day operations
• Agent: Access to handle calls and basic personal performance data
• Reporting User: Read-only access to reports and analytics

Default Permission Matrix

Managing Users and Permissions

Adding New Users

1. Navigate to User Management:
   • Go to "Settings" > "User Management" in the CloudOut dashboard
   • Click "Add User" button in the top right corner
2. Enter User Details:
   • Provide the user's name, email address, and phone number
   • Select the appropriate role from the dropdown menu
   • Assign to teams or departments if applicable
   • Set initial password or enable "Send setup email" option
3. Configure Additional Settings:
   • Set working hours and time zone
   • Assign to specific campaigns if needed
   • Configure extension number for internal calling
4. Save the New User:
   • Click "Save" to create the user account
   • The user will receive an email with login instructions if that option was selected

Modifying User Permissions

1. Navigate to User Management:
   • Go to "Settings" > "User Management" in the CloudOut dashboard
   • Find the user you want to modify and click on their name
2. Change Role:
   • Select a different role from the dropdown menu to apply a new permission set
   • Click "Save" to apply the change
3. Fine-tune Permissions (Advanced):
   • Click the "Custom Permissions" tab
   • Toggle individual permissions on or off as needed
   • Click "Save Custom Permissions" to apply changes

Creating Custom Roles

1. Navigate to Role Management:
   • Go to "Settings" > "User Management" > "Roles" in the CloudOut dashboard
   • Click "Create New Role" button
2. Configure Role Details:
   • Enter a name and description for the role
   • Select a base role to start with (optional)
3. Set Permissions:
   • Go through each permission category and set appropriate access levels
   • Configure granular permissions for specific features
   • Set data access restrictions (all data, team data, or self data only)
4. Save the New Role:
   • Click "Save Role" to create the custom role
   • The new role will now be available when adding or editing users

Best Practices for Permission Management

• Follow the principle of least privilege: Give users only the permissions they need to perform their job functions
• Use role-based access control: Assign users to roles rather than configuring individual permissions
• Regularly audit user accounts: Review user permissions periodically to ensure they remain appropriate
• Document your permission structure: Maintain documentation of your roles and their associated permissions
• Implement a user offboarding process: Deactivate accounts promptly when users leave the organization
• Consider data privacy regulations: Ensure your permission structure complies with relevant regulations

Common Permission Scenarios

Team-Based Structure

For organizations with multiple teams or departments:

• Create team-specific roles (e.g., "Sales Team Supervisor," "Support Team Agent")
• Use data access restrictions to limit users to viewing only their team's data
• Assign team managers appropriate permissions for their team's campaigns and reports

Campaign-Based Structure

For organizations that run multiple distinct campaigns:

• Create campaign-specific roles with access to particular campaigns
• Use campaign assignment to control which agents can work on specific campaigns
• Configure reporting access to limit visibility to assigned campaigns

Compliance-Focused Structure

For organizations with strict regulatory requirements:

• Create roles with limited access to sensitive customer data
• Implement strict controls on call recording access
• Set up audit logging for all permission changes
• Create separate roles for quality assurance and compliance monitoring

Troubleshooting Permission Issues

Common Issues and Solutions

• User cannot access a feature: Verify their role has the necessary permissions and that they're assigned to relevant campaigns or teams
• User sees too much data: Check their data access restrictions and role permissions
• Changes to permissions not taking effect: Have the user log out and log back in, or clear their browser cache
• Custom role not working as expected: Compare with a standard role to identify missing permissions

Need Additional Help?

If you need assistance with user permissions:

• Review our detailed documentation on user management
• Contact our support team for help with complex permission setups
• Schedule a consultation with our customer success team for best practices