---
title: "Agent permissions"
canonical: "https://help.telegra.de/space/TAK/9561593217219/Agent%20permissions"
format: markdown
---
The telegra ACD offers the possibility to define different roles for administrators and agents. Furthermore, a role can be assigned to the main system and/or several subsystems.

You create or edit an agent role under "Administration" → "Role Assignment" → "Create" or "Select". Select "Agent" in the "Type" selection.

![telegra ACD Agentenrolle erstellen oder bearbeiten](media://10c20a20-65bb-41a3-90c3-a2c965956152)

The defined role can be assigned directly to one or more agents in the role assignment.

## Agent privileges

|  |  |
| --- | --- |
| Free Seating | Determines whether agents are allowed to log in with a freely entered telephone number. |
| Forwarding | If the right is granted, agents are allowed to forward incoming and outgoing calls. |
| Consulting | Agents are allowed to toggle incoming and outgoing calls. |
| Record calls | Agents are allowed to record incoming and outgoing calls ad hoc. |
| Activate / deactivate routing for group | Agents can log in and out of skill groups independently. |
| End status | Agents are allowed to end a status (e.g. the rework time) before the assigned timer expires. |
| WebAgent - Agent status of team members | Agents can see the status of their colleagues at individual level in the WebAgent "My Team" widget. |
| Ad hoc recording with manual opt-in | Even if a call is opt-out, the agent may still record the call. This is prominently displayed in the WebAgent for an active call with opt-out. |
| Forward calls to agents and groups in other systems | Agents may forward and switch incoming and outgoing calls to groups and agents from other systems, depending on the setting at the hotline or the client. |
| Force call classification | If a call (incoming or outgoing) requires a classification (classifier), the agent must rate the call. If this credential is not assigned, the rating can be terminated without an indication by the agent. |
| Internal outbound calls | The agent may call agents internally. |
| Scheduling Calls (Scheduler) | The agent may schedule outbound calls during a call or without a call (Scheduled Calls). |

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