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Admin Permissions - Resource, Scope, Role Mapping

Introduction:

Developer Guide to Admin Permissions. This document provides a comprehensive explanation of the permissions assigned to agents within Unified Admin. It covers the intricacies of resource and scope mapping, along with detailed descriptions of connected permission groups and roles with each scope. If you need to make changes to Admin permissions, this guide will help you understand the existing permission structure, enabling you to add new scopes to the underlying permissions and integrate them with existing or new permission groups and roles. This document is an essential resource for developers looking to effectively manage and extend the permission framework within Unified Admin.

All Resources are defined in Keycloak in spinal-case

All Scopes and Groups are defined in Keycloak in snake_case

Supervisor must be assigned both agents_permission and senior_agents_permission groups.

Permission

Description 

Resource

Scopes

Role

1

Routing Engine → Queues

All permissions related to the management of queues of RE

queue

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

delete : only if assigned, a user can delete the queues

Admin: should have the complete access

Routing Manager: Should have the complete access

Supervisor: should be able to edit only the queues which are a part of his team(s)

The queues that are not assigned to the supervisor should not be visible on the frontend

2

Routing Engine > Agent Attributes

All permissions related to editing attribute assignment to agents

agent-attributes

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the complete access

Supervisor: should be able to edit only the agents that are a part of his team(s)

The agents that are not assigned to the supervisor should not be visible on the frontend

3

Routing Engine > Agent MRDs

All permissions related to managing changes related to MRD tasks assignments to agents

agent-mrd

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the complete access

Supervisor: should be able to edit only the agents that are a part of his team(s)

The agents that are not assigned to the supervisor should not be visible on the frontend

4

Routing Engine → MRDs

All permissions related to the management of MRDs

mrd

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the complete access

Supervisor: should be able to view all created MRDs

5

Routing Engine → Routing Attribute

All permissions related to the management of Routing Attributes

routing-attribute

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the complete access

Supervisor: should be able to view all routing attributes defined in the system

6

Channel Manager → All settings

All permissions related to Channel Management related configurations

channel-manager

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

7

Bot Connectors → All

All permissions related to bot connector configurations

bot-settings

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

8

Agent Desk

All permissions related to managing different settings of AgentDesk

agent-desk-setting

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

9

Forms

All permissions related to management of forms

forms

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

10

General → All settings

All permissions related to managing settings that come under “General”

general-settings

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

11

Pull Mode List → All

All permissions related to management of pull mode lists

pull-mode-list

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

12

Reasons → All

All permissions related to management of reason-codes

reason-code

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

13

Web Widget → All

All permissions related to management of Web Widget

web-widget

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin: should have the complete access

Routing Manager: Should have the view-only access

Supervisor: Should have the view-only access

14

teams→ All

All permissions related to management of teams

teams

view: Can only view the setting.

manage : inherits view, along with complete access to edit and delete

Admin:

Routing Manager:

Supervisor: Should only be able to view and edit its own team.

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