> For the complete documentation index, see [llms.txt](https://docs.cubu.com/guides/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cubu.com/guides/understanding-the-basics/security-and-permissions/built-in-roles.md). # Built-in Roles A list of Cubu's built-in roles. ## Agents and Case Handlers ### **Agent role** The Agent role allows members to act in designated units, inboxes, and services.\ See: [Access Control](/guides/understanding-the-basics/security-and-permissions/access-control.md) for details. Members of the Agent role have the following permissions: * **View** cases in explicitly designated inboxes and units. * **Process** cases in explicitly **designated inboxes** in their **current unit** (see case actions below). * Manage data records in designated tables. * Manage appointments in their **allocated** calendars. * View real-time stats in their current unit. * Self-assign/self-unassign a case. * Occupy/vacate a workstation. * Use these tools: * Agent Console * Calendar * Data Manager * Case Browser * Real-time Monitor ### **Power Agent role** The Power Agent role allows members to perform case-related actions in designated units, inboxes, and services. \ See: [Access Control](/guides/understanding-the-basics/security-and-permissions/access-control.md) for details. Members of the Power Agent role have the following permissions: * **View** cases in inboxes and units based on group memberships. * **Process** cases in designated inboxes within their unit (see case actions below). * Manage data records in tables they can access via group memberships. * Manage appointments in calendars for services they can access through group memberships. * Agent Console Actions * Manage workspaces in their current unit. * Add or remove inbox columns. * Use these tools: * Agent Console * Calendar * Data Manager * Case Browser * Real-time Monitor ### Case Manager role The Case Manager role allows members to perform case-related action in **any** unit or inbox. ### Appointments Manager role Appointment Managers can **schedule** or **cancel** appointments in calendars within units where they have been explicitly granted access. ### Case Actions The table below outlines the actions related to cases available for each role.

Action/Role	Agent	Power Agent	Case Manager	Appointments Manager
Schedule appointment	🟢	🟢	-	🟢
Cancel appointments	🟢	🟢	🟢	🟢
Change case position in queue	-	🟢	🟢	-
Check-in appointment	🟢	🟢	🟢	-
Unlock active case locked by another users (“force unlock”)	-	🟢	🟢	-
Update channel and language	🟢	🟢	🟢	-
Update contact information	🟢	🟢	🟢	-
Update fields and tags	🟢	🟢	🟢	-
Update linked customer	🟢	🟢	🟢	-
Start service	🟢	🟢	🟢	-
Self-assign a case	🟢	🟢	🟢	-
Assign a case to another user	-	🟢	🟢	-
Move case to another inbox	🟢	🟢	🟢	-
Print case ticket	🟢	🟢	🟢	-
Update pending to waiting and vice versa	🟢	🟢	🟢	-
Read/write case notes	🟢	🟢	🟢	-
Return active case to the queue	🟢	🟢	🟢	-
Resolve an active case	🟢	🟢	🟢	-
Resolve a waiting case	-	🟢	🟢	-

## Operation Roles ### **Service Operator** * Manage calendars, working hours, and staffing. * Access to the Services and Working hours tools. ### Unit Manager The Agent role allows members to perform actions in designated units. To designate a unit, add the user as a member of that unit. See [Unit Access Permissions](/guides/understanding-the-basics/security-and-permissions/access-control/unit-access-permissions.md). * View the real-time agent status (via the Agents Status dashboard widget) * View real-time data of any units based on group membership. * Use these tools: * Real-time Monitor ## Admin Roles ### **Account Admin role** * Manage subscriptions, licenses, billing, and payments. * Access the Billing Admin tool. ### **Data Analyst:** * View reports and explore data. * Access the Report Management tool. ### **Directory Admin** * Manage the organization tree, including units, inboxes, workstations, portals, kiosks, and digital signs. * Access the Directory tool. ### **Engagement Admin** * Edit public texts; manage media files; edit portals, kiosks, and virtual ticket profiles; edit SMS and Email messages; manage digital sign layouts. * Access the Media library, Messaging, Playlist manager, Printed tickets, Public apps, Public texts, Signage manager, Signage designer, and Visual tools. ### **Organization Admin** * Manage the organization configuration, security groups, interfaces, integrations, etc. * Access the Organization-Settings tool. ### **Service Admin** * Manage service categories, data tables, field types, tags, routes, and automations. * Access the Data Tables, Metadata, and Service tools. ### **Users Admin** * Invite users, manage group and unit memberships, and user licensing. * Access the Users tool.