How to Configure User Roles

User Roles are permission templates for agent-level accounts. They define which platform features, reports, and modules an agent can access within the Ringingo Workspace.

Navigate to User Roles

Navigate to Users → User Role in the left sidebar menu.

Create a new role

Click + Create User Role.

Configure the role

Configure the role:

Field	Description
Name (required)	A unique name for the role (e.g. “Senior Agent”, “QA Reviewer”, “Team Lead”).
Status	Enable to make this role immediately assignable to agents.

Set permission toggles

Set permission toggles (each set to Yes or No):

Permission	Description
PBX Mode	Grants the agent access to PBX-style direct extension dialling outside of campaign mode.
Call Center Mode	Enables the agent to operate in full contact centre campaign mode. Must be Yes for any agent handling campaign calls.
Sticky Agent	Allows this agent to be used in sticky routing flows.
Break Code	Permits the agent to select break codes when going unavailable.
CDR Report	Grants the agent access to view Call Detail Records.
Recording	Allows the agent to access and play back call recordings.
Number Masking	When Yes, customer numbers are masked from the agent’s screen.
Allow Black List	Grants permission to add numbers to the internal blacklist.
Login/Logout Report	Gives the agent visibility of their own login/logout session history.
Follow Up	Permits the agent to create and manage follow-up callback records.
Setting	Grants access to platform settings within the Workspace.
Unallocated Leads	Allows the agent to view and pick up unassigned leads.
Force Login	Allows the agent to log in even if another session is active (forcing the other session out).
WhatsApp	Grants access to handle WhatsApp messaging interactions.
Instagram	Grants access to handle Instagram Direct Message interactions.
Facebook	Grants access to handle Facebook Messenger interactions.

Save the role

Click Save.

Only enable WhatsApp, Instagram, and Facebook permissions for agents who have been trained on omni-channel handling. Agents with messaging permissions are receiving inbound digital messages in addition to calls, which increases their concurrent workload.

All permission toggles default to No. Set each permission to Yes only for roles that genuinely need that access. Following the principle of least privilege keeps the contact centre compliant and reduces the risk of accidental data exposure.

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Get Started

How-to Guide

Dashboards

Users and Access

Call Routing

Campaigns

Leads

Messaging

Agent Workspace

Reports and Recording

Settings

Reference