Agent Authorization with AgentDesk
Disclaimer: To allow senior agents and supervisors be able to perform agent operations, you must also add senior agents and supervisors in the agent_permissions group.
Feature | Description | Resource | Expected Behavior |
---|---|---|---|
Customer Profiles | Be able to view/edit customer profiles |
| Agent: An agent or a junior agent can access, i.e. view and update a customer profile only once he/she is in an active conversation with the customer. However, agents cannot create new profiles from scratch. Senior Agent: Can access the Customer List and customer profiles regardless of an active conversation with a customer. They can also create and update customer profiles from scratch, regardless of an active conversation. Supervisor: Can access the Customer List and customer profiles regardless of an active conversation with a customer. They can also create and update customer profiles from scratch, regardless of an active conversation. |
Link Profile | Be able to link a conversation with a different customer profile |
| Agent: For now, agents do not have the scope to link a conversation with a customer profile. Senior Agent/Supervisor: All senior agents and supervisors can link conversations with different customer profiles. |
View Conversations History | Be able to view a customer previous conversations and all activities attached to the customer in Conversation View |
| All Agents, Senior Agents and Supervisors have the same level of access to view conversations history of a customer with or without having any active conversation with the customer |
Customer Schema | Bea able to view and manage the Customer schema fields of the Customer Object, such as name, phone number, and other custom fields |
| Agent: Cannot view nor perform any operations on the Customer Schema page Senior Agent: Cannot perform any operations on the Schema object , however, they can still view the existing Customer Schema Supervisor: Can view and update the Customer Schema |
Change State | Be able to change the current state |
| All Agents, Senior Agents and Supervisors have the same level of access to change their state, i.e global + MRD state |
Assign/Manage Labels | Be able to create, edit, delete and assign labels to customers |
| All Agents, Senior Agents have the same level of access to create, view and assign labels to customers. Supervisors, however, can also edit or delete labels from the Labels List. |
Transfer | Being able to transfer a conversation to another queue |
| All Agents, Senior Agents, Supervisors have the same level of access to transfer a conversation to another member of a queue. |
Conference | Being able to add other agents from queues to conference |
| All Agents, Senior Agents, Supervisors have the same level of access to transfer a conversation to another member of a queue. |
Start a new channel session / conversation | Being able to start a new conversation with a new customer or initiate a channel session within an existing conversation with the customer |
| Agent: Can start a new channel session only during an active conversation with a customer Senior Agent: Can start a new channel session or a new conversation with a new customer Supervisor: Have the same level of access as the senior agents |
Add Wrap-up / Notes | Being able to push a wrap-up activity |
| All Agents, Senior Agents, Supervisors have the same level of access to add a wrap-up activity during or after the conversation |
Leave Chat | Being able to leave from a conversation |
| All Agents, Senior Agents, Supervisors have the same level of access to leave from a conversation |
Subscribed List | Being able to manage subscribed list and join, end chats from there |
| Agent: All Agents, Senior Agents can see and join conversations from Subscribed Lists Supervisor: can see, join and also End an active conversation directly from the List. |
Supervisor Dashboard | Being able to monitor the realtime stats of conversations, queues from the dashboard |
| Agent: No Agents or Senior Agents can acceess the dashboard. Supervisor: can access the supervisor dashboard to monitor the realtime statistics of teams , agents, queues and ongoing conversations |
Customer PII | For security reasons, the PII customer data should be protected from unauthorized access. |
| Agent: can view the PII attributes of the Customer as masked. Senior Agent: can view all the PII attributes without masking. Supervisor: can view all the PII attributes without masking. |