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Roles allow you to manage permissions for large groups of agents more efficiently. You can grant permissions to a group of agents by giving them a role instead of granting agent permissions individually. In the CloudCX system, there are three default roles: Administrators, Supervisors, and Agents. Administrators have all the permissions, Supervisors have some management permissions, and Agents have basic permissions such as accepting chats. You can edit Supervisors and Agents permissions or create more roles based on your requirements. To configure roles, you need to be a site administrator or have permission to manage Supervisors and agents. |
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Create Roles
Prerequisites
A valid system admin account.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Global Settings > People > Roles.
Click on the “+” button to add role.
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On the New Role page, add a Name for the role, and add the agents you want to assign the role. You can add descriptions to help you identify the role.
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Click Save.
Click Manage role permissions to configure the permission for this role.
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In the manage role permissionspage, you can do the following:
Click on tabs to enter each sections.
Enable All Role Permissions in the section.
Turn on the toggle key to enable a permission in the section.
Click Save.
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You have successfully created a role, now you can select this role when you create or modify an agent, you can find more details about Agents Management 9.1.1 Agents Management.
Manage Roles
Edit Roles
Select a role created by admin, and click on Edit icon to enter the edit page.
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You can modify the role name, description and add or remove members from the role.
After edit the role’s information, click Save.
Note: The role Admin, Supervisor, and Agents are default roles, they cannot be deleted.
Admin role: Only can add or remove members.
Supervisor role: Can add or remove members, and modify permissions.
Agent's role: Only can modify permissions.
Delete Roles
Select a role, and click on Delete icon to delete this role.
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Click Delete to confirm the deletion. The role has been deleted successfully.
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Role Permissions
Contact | Widget | Inbox | Automation | Help Center | Global Settings | Reporting |
Manage Company Contacts | Admin's Widget | Manage Channels/Settings | Manage Flowbuilder | Manage Knowledge Base | View Agents | View web chat Reports |
View Company Contacts | User's Widget | User's Inbox | AI Copilot | Manage Articles | Agent Permission Manage | View Inbox Reports |
Manage Contact Fields | Accept Chats | Manage Tags | AI Assist | Manage Public Canned Messages | Manage chat queues | Automation Reports |
View All Chats and Offline Messages | Manage Assigned to Me Tickets | AI Agent | Manage Private Canned Messages | Manage Skills | Global Reports | |
View My Chat Queues' Chats and Offline Messages | Manage Tickets that Do not Belong to Any Chat Queue | Manage Role | ||||
View My Own Chats and Offline Messages | Manage Tickets in My Queues | Manage Custom Away Status | ||||
Delete Transcripts | Manage Tickets that Belong to Any Chat Queue | Manage SMTP SERVER | ||||
Refuse Chats | Permanently Delete Tickets | Manage Security | ||||
Manage Ban List | Manage All Views | Manage Global Office Hours | ||||
Monitor All Chats | View & Manage Blocked Senders | Manage Company | ||||
Monitor My chat queues' Chats | View & Manage Junk Messages | Log into Agent Console | ||||
View & Operating Tickets from @mentioned | View Audit Log | |||||
View Inbox Channel Log | ||||||
View Agent Login Log | ||||||
Manage System Notification | ||||||
Manage App & Integration |