Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

How-To: How do i manage queue permissions?

How do i manage queue permissions?

To manage a queue permission, follow the steps below: 

1) For Incoming Queue:
Go to Telephony > Queues - Inbound.

    For Outgoing Queue:

Go to Telephony > Queues - Outgoing.

2) Right click on the queue and select Properties.

3) Click on the Permissions Tab.

To Modify an existing user/group permission, click on the properties and allow or block as required.

Manage: Ability to modify agent’s configuration.

Browse: Ability to see the agent’s personal call log.

Download: Ability to download the agent’s call recordings.

Whisper: Ability to perform whisper and barge on the agent's call.

Listen: Ability to listen to an agent’s conversation.

Let us help

If you have any questions, or need further support, please don’t hesitate to reach out.