Introduction to Risk Management privileges

Use roles and privileges to determine who can perform specific tasks related to Risk Management.

Privilege type	Description
Application privilege	Permission to access Risk Management is based on assigned privileges. Default roles with access to Risk Management include: Trader (available only in trading environments) Risk Manager Administrator
Feature privileges	When performing tasks in Risk Management, the Interactions privileges for the role assigned to the user controls the ability of the user to access features. You can grant separate privileges to: Replay interactions, including: Replay without morphing audio. This privilege is not enabled for any default roles in the suite. Replay without redaction of sensitive data (sensitive data masking). This privilege is not enabled for any default roles in the suite. Export interactions media, including: Export multiple interactions. Use of this feature is granted through the privilege named Export interaction media (decrypted). This privilege is not enabled for any default roles in the suite. Export without morphing audio. This privilege is not enabled for any default roles in the suite. Export without redaction of sensitive data (sensitive data masking). This privilege is not enabled for any default roles in the suite. Annotate interactions. View public annotations. Use full-text search. Default roles with access to use Risk Management features include: Trader (available only in trading environments) Risk Manager Administrator
Interactions privileges	Access to specific interactions is based on the organizations, groups, and subgroups over which you have scope (not including your own interactions). These scope-based permissions apply when searching for, replaying, and exporting interactions in Risk Management. In addition, you can configure privileges for the following: Access cases to which your organizational scope has access. Replay approval. Full-text search. Search by and view the Customer Experience (CX) and Employee Experience (EX) scores generated by the CX/EX Scoring Bot. Available when licensed for the CX/EX Scoring Bot.
Case privileges	The Risk Management privileges assigned to user roles determine whether users can complete the following tasks: View, edit, and delete cases Change the Legal Hold status of cases Remove interactions from a case under legal hold. Case visibility for specific organizations and groups is configured through the Assignment Manager. Applies only when the 2021R1 - Legal Hold feature is enabled.
Recycle bin privileges	The Risk Management privileges assigned to user roles determine whether users can create, update, and delete recycle bins. Applies only when the 2021R1 - Delete Interactions using a Recycle Bin feature is enabled.
Folder privileges	The Remove Contact Flags privilege controls the ability to create, update, and remove folders. Folder visibility for specific organizations and groups must also be configured through the Assignment Manager. Applies only when the 2021R1 - Legal Hold feature is not enabled.
Administration privileges	Permission to perform administrative tasks related to Risk Management. For example, the assignment of roles and privileges, and the configuration of voice biometrics features, is based on assigned privileges. The only default role with administration privileges is the Enterprise Manager Administrator.