📚Built-in Roles

A list of Cubu's built-in roles.

Agents and Case Handlers

Agent role

The Agent role allows members to perform actions 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.

Case Actions

The table below outlines the actions related to cases that are available for each role.

Action/Role	Agent	Power Agent	Case Manager
Book an 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.