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.