Profiles (permissions) Document Version: V1.6 March 2018

Transcription

1 Profiles (permissions) Document Version: V1.6 March 2018

2 Profiles (permissions) Create profiles with different permission sets for greater role flexibility At LiveEngage we recognize that every brand is unique and employs an individual approach to managing their users. We want to ensure that complex organizations have the flexibility to tailor user roles to the distinct way they run their business. The permissions feature provides brands with the opportunity to fully customize each of the four LiveEngage roles: Agent Agent Manager Campaign Manager Admin Customized profiles Brands are able to create profiles - customized permissions sets within roles. For example, within the Agent role, Senior Agent and Junior Agent profiles can be created, with permission sets enabled or disabled for each profile. For ease and usability, LiveEngage creates a default permission set per role. Brands can customize these sets and also have the option to create new profiles that meet their specific structural business needs. In addition to these configurable permission sets, there is a core set of permissions within each role that cannot be disabled. For the full list, refer to the Appendix. Multiple user roles To ensure small and medium-sized businesses also have flexibility within their user management capabilities, Users can now be assigned more than one role. For example, a manager who also takes chats can be assigned both Agent Manager and Agent roles and a Campaign Manager who also manages users and takes care of account administration can be assigned both Campaign Manager and Admin roles. More control for Agent Managers To further empower Agent Managers, there will be an additional option to grant this role limited user management permissions, including: create/edit users of Agent and Agent Manager roles within their group s structure create/edit Agent groups within group s structure create/edit Agent and Agent Manager s profiles create/edit skills Note: Profiles and Users can only be configured by Admins and Agent Managers with special permissions. To create or customize a profile: 1. In the User tab, select Add Profile. The Edit Profile screen will appear. 2. Select the Role the profile will sit within: Agent, Agent Manager, Campaign Manager or Admin. 3. Give the profile a name, e.g. Senior Agent Manager and add a description (optional). 4. The permissions assigned to the role will appear automatically enabled. Switch the toggles off to disable individual permissions. 5. To return the profile to the default permissions set, click restore defaults. 2

3 6. Save the profile. To create a user and assign a profile: 1. the Users list, click Add user at the bottom of the page. 2. Type in the user s details. Login name address User s name User s nickname (this is the name that will be displayed to visitors in a chat) 3. Under Assignment, select the profile(s) that apply to the user. Up to four profiles can be selected, but only one from within each role. Steps 4 and 5 apply to users with an Agent role profile only: 4. Set the maximum number of chats that the user can accept at any given moment. Consider your agent s capabilities, the number of agents available, etc. 5. For visitors to be routed to the appropriate agent when they initiate a chat, assign the user a skill: Select a skill from the menu by clicking the Skills field and selecting an existing skill, or Create a new skill by typing in the name of the skill in the Skills field 3

4 Note: Agents who are not assigned to skills can only accept chats originated by engagements that are not assigned to skills. 6. Set a password. Click Save. 4

5 Appendix A role defines the scope of the user s work. Each role encompasses a unique set of permissions. Roles cannot be created or edited. A profile is a set of permissions, derived from a LiveEngage role. Profiles can be created and edited. Role: Agent The following core permissions are included with the Agent role and cannot be disabled: Ability for Agent to change their name, password, regional settings and so on Ability to accept any chat or conversation request, within the Agent s maximum concurrency limit View information about their individual performance The following table lists the permissions that can be configured for the Agent role, along with their definitions and default state: Agent permissions Permission definition Default State (role) Join another Agents' conversations View other Agents' conversations Join a conversation handled by another Agent within their Group. View conversations handled by other Agents within their Group. View Agent List View full list of Agents within their Group. Use secure form within a conversation Initiate CoBrowse viewonly session, with scroll control Initiate CoBrowse viewonly session Initiate CoBrowse shared control session Handle messaging conversations Handle messaging conversations and access All Connections List For brands who have enabled the secure forms feature, this permission allows the Agent to use the form within a conversation. Invite consumer to join a CoBrowse session, with the ability to view their screen with scroll control. Invite consumer to join a CoBrowse session, with the ability to view their screen. Invite consumer to join a CoBrowse session, with the ability to control actions on their screen. For brands who have enabled the Messaging feature, this permission allows an agent to handle messaging conversations. For brands who have enabled the Messaging feature, this permission allows an agent to handle 5

6 Set manual SLA View Contact LivePerson support within Connection Area messaging conversations and view all resolved conversations handled by agents. Allows agents to manually configure the response time in a conversation View relevant content from the per journey. Chat with the LivePerson support team. View support cases in Update consumer profile via API View open and closed support cases from the. Enables agent to use the Consumer Profile API to make edits to a consumer s profile Role: Agent Manager The following core permissions are included with the Agent Manager role and cannot be disabled: Ability for Agent manager to change their name, password, regional settings and so on View the status of the chat queue for all Agents in the queue health dashboard View detailed information about Agent performance and engagement activity in the Agent Manager BI dashboard The following table lists the permissions that can be configured for the Agent Manager role, along with their definitions and default state: Agent Manager permissions Join Agents' conversations View Agents' conversations View All Connections List View Engagement History Permission definition Join a conversation handled by any Agent within their Group(s) or Sub-group(s). View conversations handled by Agents within their Group(s) or Sub-group(s). For brands who have enabled the Messaging feature, this permission allows viewing of all resolved conversations handled by Agents. View all engagements handled by Agents within their Group(s) or Sub-group(s). Default State (role) View Agent List View full list of Agents within their Group. 6

7 Night Vision (advanced configuration) View secure form responses in Engagement History Edit Agent users Edit Agent Manager users Make advanced configurations within Night Vision. For brands who have enabled the secure forms feature, this permission allows the Agent Manager to view all secure form responses in the Engagement History. Create, edit or delete users with an Agent role within their Group(s) or Sub-group(s). Create, edit or delete users with an Agent Manager role within their Group(s) or Sub-group(s). Edit Agent profile Create, edit or delete Agent role profiles. Edit Agent Manager profile Agent Groups administration Create, edit or delete Agent Manager role profiles. Create, edit, restructure or delete their Agent Groups or Sub-groups. Edit Skills Create, edit or delete Skills. Export users Set manual SLA View reports in Operational BI View Contact LivePerson support within View support cases in Configure shift status Update consumer profile via API Export the list of Agent or Agent Manager users in their groups or sub-groups; this will also export the list of skills, profiles and the groups and sub-groups managed by the Agent Managers. Allows agents to manually configure the response time in a conversation View reports in the Operational BI dashboard. View relevant content from the per journey. Chat with the LivePerson support team. View open and closed support cases from the. For brands who have enabled the Messaging feature, this permission allows an agent manager to configure the shift status. Enables agent manager to use the Consumer Profile API to make edits to a consumer s profile 7

8 Role: Campaign Manager The following core permissions are included with the Campaign Manager role and cannot be disabled: Ability for Campaign Manager to change their name, password, regional settings and so on View all Campaigns in the Campaigns tab View all visitors in the Agent Workspace View a snapshot of the performance of all your account s Campaigns in the Campaigns Dashboard View detailed information on the performance of all your account s Campaigns in the Campaign Manager BI dashboard The following table lists the permissions that can be configured for the Campaign Manager role, along with their definitions and default state: Campaign Manager permissions Permission definition Default state (role) Edit campaigns Create and modify campaigns. Publish campaigns Control the publishing of campaigns. Configure predefined content Configure automatic messages Configure engagement attributes Import and export predefined content Export predefined content View API keys Edit conversation source Edit skills Configure authentication server Add and edit Predefined Content in the Agent Workspace. Add and edit Automatic Messages in the Agent Workspace. Add and edit Engagement Attributes used in Campaigns. Import and export Predefined Content to and from LiveEngage. Export Predefined Content from LiveEngage. For brands who have enabled the API key management feature, this permission allows the Campaign Manager to view API keys used by the brand. Configure consumer entry points to engage with your brand. Edit skills and configure default survey for skill change. For brands who have enabled the authentication conversation feature, this permission allows users to configure the authentication server. 8

9 View reports in Operational BI View reports in Campaign BI View Contact LivePerson support within View support cases in View reports in the Operational BI dashboard. View reports in the Campaign BI dashboard. View relevant content from the per journey. Chat with the LivePerson support team. View open and closed support cases from the. Role: Admin The following core permissions are included with the Admin role and cannot be disabled: Ability to change their name, password, regional settings and so on View all Campaigns in the Campaigns tab View all visitors in the Agent Workspace View a snapshot of the performance of all your account s Campaigns in the Campaigns Dashboard View detailed information on the performance of all your account s Campaigns in the Campaign Manager BI dashboard Ability to configure the authentication server Ability to configure monitored domains View the LiveEngage tag page The following table lists the permissions that can be configured for the Admin role, along with their definitions and default state: Admin permissions Permission definitions Default State (role) User administration Profile administration Create, edit and delete users and configure their assignments. Create, edit and delete profiles (including customizing permissions). Skill administration Create, edit and delete Skills. Agent Groups administration API key administration Create, edit, restructure or delete Agent Groups. For brands who have enabled the API key management feature, this permission allows the Campaign Manager to view API keys used by the brand. 9

10 Night Vision (advanced configuration) Lines of Business administration View account billing details View and export audit trail View Contact LivePerson support within View support cases in Configure shift status Make advanced configurations within Night Vision. For brands who have enabled the Lines of Business feature, this permission allows Administrators to create, edit and delete individual Lines of Business within their LiveEngage account. Access to billing details and online invoices. For brands with the audit trail feature enabled, this permission allows admins to view and export audit trail data. View relevant content from the per journey. Chat with the LivePerson support team. View open and closed support cases from the. For brands who have enabled the Messaging feature, this permission allows an admin to configure the shift status. This document, materials or presentation, whether offered online or presented in hard copy ("LivePerson Informational Tools") is for informational purposes only. LIVEPERSON, INC. PROVIDES THESE LIVEPERSON INFORMATIONAL TOOLS "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The LivePerson Informational Tools contain LivePerson proprietary and confidential materials. No part of the LivePerson Informational Tools may be modified, altered, reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), without the prior written permission of LivePerson, Inc., except as otherwise permitted by law. Prior to publication, reasonable effort was made to validate this information. The LivePerson Information Tools may include technical inaccuracies or typographical errors. Actual savings or results achieved may be different from those outlined in the LivePerson Informational Tools. The recipient shall not alter or remove any part of this statement. Trademarks or service marks of LivePerson may not be used in any manner without LivePerson's express written consent. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies. LivePerson shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use or the inability to use the LivePerson Information Tools, including any information contained herein LivePerson, Inc. All rights reserved. 10