Agent Roles

• In Onyx you cannot take or place calls without at least 1 agent role.

• An agent can have many roles as well (so an agent could toggle between Fronter and Agent in order to dial using their licensure or not depending on the use case).

• If an agent has more than 1 role, they are given the highest level of permission across all of them. (so if you assign an 'Agent' and a 'Customer Care Agent' role to someone, they will have the elevated priveleges of the 'Customer Care Agent').

Agent: This is a licensed sales agent. You must have an NPN for them, which we use to fetch their licensure from NIPR. You can assign them to 1 or more line of insurance, and edit their Agent Roles, which are used for call routing and automated dialing.

• Agents can only see people they have talked to

• Agents can only see notes they have written

• Agents can only see policies they have submitted

• Be default, an agent will NOT be able to see any phone numbers (reach out to support@onyxplatform.com if you would like to change this).

Fronter: This is an unlicensed agent role. Their permissions are the same as an agent, except they cannot see any Tasks.

Customer Care Agent: This is a licensed agent role, but with elevated permissions allowing them to see all people and all policies in the system. They can also see all notes, whether they wrote them or not.

To see a complete list of permissions for all roles, go here.