Read-only Admin role

As a Read-only Admin, you can enter Flex to view and troubleshoot issues. You can:

• Launch Flex from Twilio Console
• View Admin dashboard configurations
• View real-time queue statistics
• View a list of agents on the Teams page

As a Read-only Admin, you cannot make any changes or interact with customers. You cannot:

• Accept incoming calls
• Change your own status
• Make outbound calls
• Edit the status of other agents
• Edit the skills of other agents
• Monitor chat or calls
• Edit configurations on the Admin dashboard

The Read-only Admin role is only available to Twilio Console users in the Support role. When Support users log in to Flex from Twilio Console, they automatically receive Read-only Admin access. You cannot assign a Read-only Admin through the SSO process like you can with other Flex roles.

Support Engineers may find this role helpful.

A worker is created when a Support user logs in and is attributed the Read-Only Admin role. This is a billable worker in the named user pricing model. A named user license is charged every month until the user is deprovisioned from Flex.

Because the provisioned worker has a routing expression, this Flex user technically can be assigned routing attributes; however, assigning routing attributes is not advised. The user is unable to change their status, accept incoming interactions, or make outbound voice calls.

• Flex UI 2.3.x or above
• Twilio-hosted Flex UI account

When users with the Support role launch Flex from Twilio Console, they automatically get access to the Read-only Admin role.

• To assign the Support role to additional users, follow the steps in Add a Twilio Console user.
• To grant an existing user Support access, follow the steps in the Manage Twilio Console users guide.

For more information, see our guide on RBAC.

1. From Twilio Console, in the upper-left corner, select the account where Flex is hosted.
2. Under Develop, click Flex > Overview.
3. Click Log in with Console.

The Read-only Admin role is represented in the Worker Attributes as follows:

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{
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    "routing": {
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        "skills": [
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            "Skill1 ",
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            "Skill2"
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        ],
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        "levels": {
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            "Skill1": 3
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        }
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    },
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    "full_name": "Acme AgentName",
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    "image_url": "https:\\/\\/www.gravatar.com\\/avatar\\/4e52bcfc565991878adf54a136de1570?d=mp",
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    "roles": [
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        "flex.readonlyadmin"
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    ],
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    "contact_uri": "client:firstname_2Elastname",
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    "disabled_skills": {
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        "skills": [],
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        "levels": {}
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    },
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    "email": "firstname.lastname@gmail.com"
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}