User permissions and custom roles

As an admin, you may need to manage different level of permissions you give to your managers: 
  • some should have the agent's names anonymized
  • others shouldn’t be able to see the sales indicators of the whole website
  • some can't have access to specific tabs (automation, reports), or specific reports

This article describes how to create a custom role (based on the "Manager" role), and what permissions you can give to this new role, depending of your needs.


1. Create a custom role

First, go to People > Management > Custom Role, and click on "Create a custom role":



You can also edit a profile and click here:




On the second screen, choose a name for your custom role and a description, select the permissions you give to this new role, and click on "Submit" to create it:



A new custom role has been created:



Now you can select this role when creating/changing a user profile:



2. User permissions in detail

Permissions Description
Access to user performance data in reports Allow a user to be able to access other user's data in reports. When switched off, this permission anonymizes data that could lead to identify what a user has done in the system.
Access to website sales indicators (website turnover, website transactions and website AOV) Allow a user to visualize global website KPI inside sales activity report.
Access to Supervision report Allow a user to visualize Supervision report.
Access to Production report Allow a user to visualize Production report.
Access to Automation Grants a user the ability to manage all resources related to the automation domain.
Access to Reports Grants a user the ability to manage all resources related to the reporting domain.
Access to People Gives users the option of modifying the priority of conversations, advisor channels and skills.


Good to know:

Permissions are valid for the admin user-interface, and for the API. This means that if a user does not have access to the reports, he will not be able to see the reports in the admin, and will not be able to retrieve statistics with the API either.

3. Edit and delete custom role

If you modify a custom role permissions, it will affect all the users that are associated to this role.

To edit the custom role, click on the "Edit" icon:



If you want to delete a custom role, no user should be associated to this role: