In the configuration head to Teams and Agents, click into roles to see all of the available roles for your Agents.
Roles for your Agents
As your agent numbers grow you will find more use for the roles within Halo. These can control agent permissions, their membership to Teams and departments and even notifications set against the role in question.
Clicking "New" will allow you to initially set the name and any agents you wish to take this role.
Editing after saving this will allow you to alter the values in the other tabs. The preferences tab contains only the notifications as all other preferences are decided on a per agent basis.
This tab declares the permissions for the agents set by this role.
These are the same as the preferences listed in the agent permissions guide.