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 Settings > User Management then Custom Roles in the drop-down menu, and click on
:
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. |
|
Allow a user to visualize Supervision report. It is mandatory to activate the "access to reports" option beforehand. |
| Access to Production report |
Allow a user to visualize Production report. It is mandatory to activate the "access to reports" option beforehand. |
| 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.
It could be normal for two people with different roles not to view the same information.
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.
If you want to delete a custom role, no user should be associated to this role:
