Overview
In Contact Center Pro User Management, you can assign seat levels to control employee access and capabilities. Understand the differences between the seat types so you can make an informed choice based on your business needs.
Who uses this feature
Administrators and managers
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Compare Advanced, Basic, and No License access levels
Contact Center Pro offers three license options for its users:
Advanced License: Assigned to Customer Service Representatives (CSRs) who actively handle inbound/outbound calls and need full call handling functionality, including Queue assignment, Titan Intelligence(Ti) features and hold functionality.
(Future) Basic License: Assigned to individuals/departments that will eventually support the call center, without requiring full voice functionality.
Example: Billing support, After-hours support.Caution: Basic License users cannot be added to Queues in Contact Center Pro. In the future, they will be supported through a new routing option called Ring Groups. For now, calls can be directly forwarded to these users. See our Marketing resources for a preview of Upcoming License Capabilities and a comparison between Queues and Ring Groups.
No license: Assigned to managers and administrators who don't handle calls but require access to Queue Monitoring, Conversation History, Admin Settings, and other management-related screens.
Advanced License | (Future) Basic License | No License (but company Admin) | |
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Make calls |
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Receive calls to your direct number |
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Use basic call controls (mute, hold, transfer) |
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Automatically assigned to Call Bubble on first answer |
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Automatically assigned to Call Bubble when receiving a transfer |
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Classify calls after completion |
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Assigned to Queues |
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Access user-specific recording settings |
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Access personal and group voicemail |
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Use the mobile app |
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View Reporting |
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Have calls eligible for Reporting |
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Edit Workflows - (Controlled through CC Pro Permissions) |
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Create/manage Employees and Permissions (Controlled through CC Pro Permissions) |
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View Queue Monitoring |
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Change employee status |
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Statuses (Available, Break, etc.) |
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Basic Conversation History access |
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Viewing Titan Intelligence features |
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(View only)
