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TASKE Contact manages user access by mapping TASKE User Roles to Amazon Connect security profiles. TASKE User Roles determine which areas and types of resources users can access, while Amazon Connect security profiles determine the features and data available to users. By integrating these two permission models, TASKE Contact ensures that users receive the appropriate level of access, creating a secure and consistent experience.
TASKE User Roles
TASKE User Roles determine the areas and resource type users can access in TASKE Contact. During installation, TASKE creates four User Roles and maps them to the security profiles described in the next section.
Agent – allowed access to Agents, Queues and Routing Profiles in Real-Time.
Supervisor – allowed access to all resources and areas except Administration
SuperUser – allowed access to all resources in all areas
Administrator – allowed access to the Administration area
Additional User roles can be created in the DynamoDB SystemSettings table.
Amazon Connect Security Profiles
User access to TASKE Contact, including specific features and data, is determined by the permissions assigned to their security profile. Four dedicated security profiles must be created specifically for TASKE Contact.
TASKE Role – Agent
TASKE Role – Supervisor
TASKE Role – SuperUser
TASKE Role – Administrator
Note: These security profiles are linked to the TASKE User Roles described above.
This table identifies the TASKE Contact features and the security profile permission required.
| TASKE Contact features | Amazon Connect Permissions |
|---|---|
| Log in to TASKE Contact (minimum requirement) | Contact Control Panel (CCP): Access Contact Control Panel- Access |
| Ability to change another agent’s state in Real-Time | Users and permissions: Users – View and Analytics: Real-time metrics – Access or Analytics: Access metrics – Access |
| Access Visualizer If you are also using TASKE User Roles to limit access to areas of the interface, a user must have both this setting and access to Visualizer set in their User Role. | Analytics: Contact search – View |
| View contact summary Your profile will also require access to recordings, either redacted or unredacted. | Analytics: Contact Lens – post-contact summary – View |
| Search for keywords in contact summary | Analytics: Search contacts by keywords – View |
| Access recordings and transcripts in Visualizer If your profile includes the unredacted permission and not redacted permission, the recording available is the unredacted version. Otherwise, it is the redacted version. An error may occur if there is no redacted version. | Analytics: Recorded conversations (unredacted) – Access or Analytics: Recorded conversations (redacted) – View |
| Download call recordings | Analytics: Recorded conversations (unredacted) – Enable download button |
| View Lex transcripts in Visualizer | Analytics: Automated interaction voice (IVR) transcripts (unredacted) – Access |
| View Sentiment charts and scores | Analytics: Contact Lens – conversational analytics – View |
| Search for contact sentiment and category | Analytics: Search contacts by conversation characteristics – View |
| View Transcript in Agent Real-time | Analytics: Real-time contact monitoring – Enable |
| Monitor an agent’s conversation | Analytics: Real-time contact monitoring – Enable |
| Barge into an agent’s conversation | Analytics: Real-time contact barge-in – Enable |
| Permit Visualizer searches of my contacts if enabled, the user will be able to access Visualizer but only see contacts to which they were connected | Analytics: View my contacts – View |
| View Evaluation reports and see Evaluations in Visualizer | Analytics: Evaluation forms – perform evaluations – View |