📚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 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 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.

• 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.