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User Profiles

User Profiles

XCALLY Section

Staff → User Profiles

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Overview

User Profiles enable administrators to assign fine-grained permissions across XCALLY modules, tailored to each user's role and responsibilities.

The Administrator is responsible for:

  • creation of a User Profile

  • configuration of a User Profile

  • assignment of a User Profile to a user

The configuration process allows the Administrator to decide, for each Module included in the license, which sections and resources should be made available to the users belonging to a User Profile.

Because permissions can be highly granular, it’s recommended to create separate profiles for distinct roles or functions within your organization.

Installing XCALLY Motion

When XCALLY Motion is installed for the first time one default User Profile is provided: this profile must be customized according to the permissions you wish to grant to your User/Users (it doesn't allow any permission by default).

When XCALLY Motion is installed as an update for any set of permissions applied to the existing Users, a new User Profile (named profile_<progressive number>) will be created and the corresponding Users will inherit it in the Account's Personal Info.  

In this case if more than one User share the same Permissions set, they will belong to the same User Profile.

Creating a User Profile

Video Tutorial

Go to Staff → User Profiles:

Click on the Add button + and enter:

  • new profile name

  • description

  • Default Permission Type: Read, Read & Edit, Read & Delete, or Read, Edit & Delete.

The Permission Type specified in this form is automatically inherited by every module, section and resource that will be enabled in the User Profile, unless manually overridden in the configuration panel of the specific section.

  • Mask Sensitive Data (optional): hide personal contact details (e.g., name, phone, email). Enabling it, you need to specify the number of characters / digits to mask in the Settings - General (Security section):

If you choose to apply the Mask Sensitive Data, all the views linked to the contacts will be masked to the Users who are part of the Profile in question (contacts, bull, interactions, voice recordings, etc.). 
For the Contacts section, the data is masked only if the User Profile does not allow the edit permission.

Editing the User Profile

In the User Profiles list, click the menu (⋮) next to a profile. Choose Edit, Clone, or Delete.

Click Edit User Profile to view / change the User Profile's Settings, Permissions and Downloads.


Settings tab

Displays profile metadata.

Only the description and default permissions can be modified; the name is fixed.

Permissions tab

Here you can find information on how to add or modify permissions to User Profiles. 
By default, when a new User Profile is created all the Modules and Sections are disabled (grey icon):

image-20240502-103418.png

Permission icons indicate:

  • 🔴Red for Unlicensed: if the Module is not included in the license and no configuration is allowed.

  • 🟠Orange for Partial enabling: only some Module's sections are enabled or all of them are enabled, but not all their related resources are.

  • 🟢Green for Full enabling: all Module's sections and all their related resources are enabled.

    image-20240502-103501.png

To fully enable a module:

  1. Toggle the master switch ON

  2. Confirm your action (a warning message alerts you that all subsections and resources will be enabled)

  3. The module icon will turn green, enabling all sections and associated resources (e.g. Voice Queues, Inbound Routes, Voicemails and so on)

  4. Then you can click on the Manage icon

  5. Select a section from the dropdown menu

  1. You can configure permissions of view, read, edit, delete.
    To simplify resource management, you can enable automatic association of all resources within a specific section to a User Profile without activating the entire module.
    To enable this, toggle the switch located in the Module Configuration Panel.
    This will associate all existing and future resources within the selected section to the User Profile.
    Disabling the switch will:

    • Remove all currently associated resources from that section.

    • Prevent any future resources in the section from being automatically associated with the User Profile.

 

To configure granular access:

  • Click the Manage icon next to a module

     

  • Select a section and set its specific permissions (View, Read, Edit, Delete).

  • You can also enable auto-association: all present and future resources in that section will automatically apply to the profile. Manual association remains available for selective resource access.

In fact if you want to give Users belonging to a User Profile access to any resource created by a User belonging to another User Profile, you must manually associate that specific resource. Manual association is enabled.

In the configuration panel that will open you can define for each section:

Visibility

Show or hide sections in the user's side menu.

show

hide

 

Permissions

You can override the permissions inherited by the User Profile, by changing it only for a specific section. If the icon is green, it means they are enabled.

read

edit

delete


Example:

Among all the existing Voice Queues (left panel), only the "Sales" queue will be available to the user in read only mode:

If you only set the Read permission to a Section, all its resources cannot be modified by the user, therefore: 

  • any action inside the three dot menu that requires the Edit or Delete permissions will not be displayed

  • the user can view the resource detail where present (all fields are disabled)  

  • fast edit is disabled where present

It is not necessary to enable a section in order to associate one of its resources to a User Profile. Simply associating the resource will make it available in every context it may be used (read-only permission).

Example -  Adding an Agent to a Voice Queue

Voice Queues can be associated with resources even if the Voice Queue section is not enabled or visible in the sidebar menu. All configured voice queues remain available for selection during resource configuration.

In general, lists of configurable items—such as sounds, contexts, lists, actions, etc.—that can be linked to resources (e.g., Accounts, Websites, Queues) may or may not be associated with a User Profile.

  • If associated with the User Profile: users assigned to that profile can view, associate, and disassociate those items when creating or editing resources.

  • If not associated with the User Profile: users can only view the items during edit mode, and cannot associate or disassociate them. These items will not be available during resource creation.

Example

Consider a user assigned to a profile that is associated with two voice queues: test1 and test2.
In this case, the user will be able to view and select only test1 and test2 during the creation or editing of resources that support voice queues.

The behavior of the interface when creating or editing an agent–queue association depends on the voice queues associated with the User Profile.

Create Mode

When creating a new agent, the user can only select voice queues that have been explicitly associated with their User Profile.
In this example, the profile is associated with two queues: test1 and test2.
As a result, the user can choose to associate one or both of these queues with the new agent.

Edit Mode

When editing an existing agent:

  • The user can associate or disassociate only the voice queues that are linked to their profile (test1 and test2) by using the single

     
    or group
     
    arrows.

  • Other queues such as Sales and Support, which are not associated with the user's profile, are visible but read-only. They cannot be modified or reassigned by the user.

This permission model ensures that users can manage only those queues explicitly granted to their profile, while maintaining visibility on others for context or auditing purposes.

To save changes done to the permissions of any section and resource, click on Save

 

Dashboards

Under the Permissions tab, use the Dashboard icon to grant access to default dashboards.

  • Now select the resource (General), set the proper permissions to grant the visibility and Save changes.

If the General Dashboard is not enabled, the User will view this Homepage

 

If enabled, the user will see the associated dashboards in their menu

Custom Dashboards can be enabled from the Tools module.
If both Custom Dashboards and General Dashboards are associated with the User Profile and the necessary visibility permissions are granted, the user will see a Dashboard submenu in the interface. This submenu will display all available dashboard entries, including both custom and general dashboards assigned to the profile.

Staff

To assign or modify Staff-related permissions for a User Profile, navigate to the Permissions tab and click the Staff module icon.

You will be presented with a list of available Staff-related sections

  • Agents

  • Telephones

  • Teams

  • Agent profiles

  • Queue timings

  • Deleted members.

Select and configure each section individually to define the visibility and permissions granted to users assigned to this profile.

For example you can:

  • configure a list of Agents in the system to associate with this profile. Define the appropriate level of access by setting visibility and permissions (e.g., read, edit, delete).

  • choose which Telephones to associate with this profile. Configure the permissions and visibility for each selected item.

  • grant access to specific Teams by associating them with the User Profile and assigning the desired permission levels.

 

Once configured, users assigned to this profile will only be able to manage or view the Staff elements explicitly associated with their profile.

Ensure that the relevant Queues are associated with the User Profile via the corresponding Channel Module (e.g., Voice, Email, Chat, etc.).
Users assigned to this profile will only be able to view or manage Queues that have been explicitly associated with their profile.


Contacts Manager

To assign or modify Contacts Manager permissions for a User Profile, go to the Permissions tab and click the Contacts Manager profile icon.

You will be presented with a list of available sections:

  • Contacts

  • Lists

  • Companies

  • Contact Item Types

  • Global custom fields

Select and configure each section individually to define the visibility and permissions granted to users associated with this profile.

For example you can:

  • Associate all or selected Contacts in the system with the User Profile. Set the desired permissions (e.g., read, edit, delete) and control visibility.

  • Choose which Contact Lists to associate with the profile. Configure permissions and define whether the lists should be visible in the user interface.

  • Specify whether all Global Custom Fields should be associated with this profile. If enabled, users will be able to access and manage these fields according to the permissions set.

If the Lists associated with the Bull Dialer are not linked to the User Profile, users assigned to the profile will not be able to manage or utilize them during dialing operations


Voice

To assign or modify Voice module permissions for a User Profile, navigate to the Permissions tab and click on Voice module icon.

You will see a list of available Voice-related sections:

  • Voice queues

  • Queues groups

  • Inbound Routes

  • Outbound Routes

  • Internal Routes

  • Contexts

  • Voicemails

  • Music on hold

  • Voice recordings

  • QA Categories

  • Chanspy

  • Out prefixes

  • Calls inspector

  • Queues inspector

  • Realtime

Select each section individually to define the permissions and visibility you want to grant to users assigned to this profile.

Default Contexts in the Voice module are mandatory and cannot be removed from any User Profile

 

For example, among the others, you can:

  • Associate one or more existing Voice Queues with the User Profile. Set appropriate visibility and permissions (e.g., read, edit, delete).

  • Assign internal routes to the profile. Users will be able to view or manage only the routes explicitly associated with their profile.

  • Enable access to the Realtime section for voice-related monitoring activities.

Ensure that any Agents and Telephones (configured under the Staff module) that you want the user to manage are also associated with the profile.
Users can manage only the resources explicitly linked to their profile.

Once permissions are configured, users assigned to this profile will have access to the corresponding features in their XCALLY Motion Desktop interface.


Motion Bull (Dialer)

To assign or modify Motion Bull (Dialer) permissions for a User Profile, go the the Permissions tab and click the Motion Bull module icon.

A list of available sections related to the Dialer will be displayed:

  • Queue campaigns

  • IVR campaigns

  • Realtime

Select and configure each section to define the visibility and permission levels for users assigned to this profile.

You can:

  • Associate one or more existing Dialer Queues or IVR Campaigns with the User Profile. Assign the appropriate visibility and permissions (e.g., read, edit, delete).

  • Enable the Realtime section to allow users to monitor live Dialer activity.

Ensure that the Lists used by the Bull Dialer are also associated with the User Profile.
If the Lists are not linked, users will not be able to manage them during campaign setup or execution

 

Once configured, users belonging to this profile will see and interact only with the Dialer resources explicitly associated with them in the XCALLY Motion Desktop interface.


Chat

To assign or modify Chat module permissions for a User Profile, open the Permissions tab and click the Chat module icon.

A list of chat-related sections will be displayed:

  • Chat queues

  • Chat websites

  • realtime

Select each section to configure the visibility and permissions that users assigned to this profile should have.

For example, you can:

  • Associate one or more existing Chat Queues or Websites with the User Profile. Define the necessary permission levels (e.g., view, edit, delete) and control visibility.

  • Enable the Realtime view to allow users to monitor ongoing chat sessions and activities.

Ensure that the required Agents (configured under the Staff module) are also associated with this User Profile.
Users will only be able to manage agents explicitly linked to the profile

Once permissions are set, users assigned to this profile will have access to the corresponding Chat resources and features within the XCALLY Motion Desktop interface.


Email

To assign or modify Email module permissions for a User Profile, open the Permissions tab and clcik the email module icon. You will see a list of Email-related sections:

  • Email queues

  • Email accounts

  • Email sub statuses

  • Realtime

Select each section to define visibility and permission levels for users assigned to this profile.

For example, you can:

  • Associate one or more existing Email Queues with the User Profile. Set the desired permissions (e.g., read, edit, delete) and control visibility.

  • Link one or more existing Email Accounts to the User Profile. Users will be able to access and manage only the accounts explicitly associated with their profile.

  • Enable all Email sub-statuses to allow users to fully manage email workflows, status transitions, and ticket management.

Ensure that the appropriate Agents (configured under the Staff module) are also associated with the User Profile.
Users will only be able to manage agents explicitly linked to their profile.

Once configuration is complete, users assigned to this profile will see the relevant Email resources and tools in their XCALLY Motion Desktop interface.


SMS/FAX/Open Channel

To assign or modify SMS, Open Channel or Fax module permissions for a User Profile, go to the Permissions tab, click the SMS, Open Channel or FAX module icon, depending on the channel you want to configure:

  • SMS / Fax / Open Channel queues

  • SMS / Fax Open Channel accounts

  • Realtime

Select each section individually to configure visibility and permission levels for users associated with this profile.

The configuration process for SMS, Open Channel and FAX modules follows the same logic as other communication channels (e.g., Email, Chat). Only explicitly associated resources will be available to the user.

Once these configurations are complete, users assigned to the profile will have access to their associated Open Channel features within the XCALLY Motion Desktop interface.

Ensure that relevant Agents (configured in the Staff module) are also associated with the User Profile. Users can only manage agents explicitly linked to their profile.

WhatsApp Connector

To assign or modify WhatsApp Connector permissions for a User Profile, navigate to the Permissions tab and click the WhatsApp Connector module icon.

Select each section to define visibility and permission levels for users assigned to this profile:

  • WhatsApp Campaigns

  • WhatsApp Templates

  • WhatsApp Queues

  • WhatsApp Accounts

  • Realtime

For example, you can:

  • Associate one or more existing WhatsApp Accounts with the User Profile. Assign the appropriate permissions and control visibility.

  • Enable access to specific WhatsApp Templates and Campaigns that have been created, allowing users to utilize these resources.

Ensure that relevant Agents (configured in the Staff module) are also associated with the User Profile. Users can only manage agents explicitly linked to their profile.

After configuration, users assigned to this profile will have access to the WhatsApp Connector features through the XCALLY Motion Desktop interface.

Video

To assign or modify Video permissions related to screen recordings for a User Profile, go to the Permissions tab and click on the Video module icon.

Within this section, enable or disable permissions for screen recording features as required.

Enable this permission to allow users assigned to the profile to view and manage screen recordings.
Make sure to assign any relevant additional permissions or resource associations as necessary to fully enable video functionalities.

Cally Square

To assign or modify Cally Square permissions for a User Profile, navigate to the Permissions tab and click the Cally Square module icon.