Control Center
Roles and Access
Understand which Control Center roles exist and what each one can see and do.
Control Center uses roles to control what you can see and do. You need at least one Control Center role to access the application.
Control Center Roles
| Role | Conversations | Settings (Users, Teams, Skills) |
|---|---|---|
| CC Agent | Handle conversations, reply, whisper, invite collaborators, join voice calls | No access |
| CC Supervisor | Full conversation access | Full access |
| CC Admin | Full conversation access | Full access |
Note: A single account can hold multiple roles. For example, you might be a Platform User (read-only access to Solutions) and a CC Agent (for handling support conversations).
Checking Your Role
- If you can open Control Center from the sidebar and see your conversations list, you have at least the CC Agent role.
- If you can also navigate to Settings, you have the CC Supervisor or CC Admin role.
Access Denied
If you see "You don't have permission to access Control Center", your account does not have a Control Center role assigned.
To get access:
- Contact your Enterprise Admin or CC Admin.
- Ask them to assign you a role from Settings → User Management → Users (inside Control Center) or from Administration → User Management (platform-level).
Settings Access
The Settings section is restricted to CC Admin and CC Supervisor roles only. Agents with only the CC Agent role cannot access Settings — they will see an access-denied message if they try to navigate there directly.