Agent Authorization with Agent Desk

Introduction:

Business Guide to AgentDesk Features. This document provides a detailed explanation of all the features available in AgentDesk for both Agents and Supervisors. We have categorized Agents into two groups: Senior Agents and Agents. Additionally, this document includes the resource each feature is linked to (a Keycloak authorization resource is an entity representing a protected object or asset, such as a web page, file, or API endpoint, that requires access control). With this guide, you will understand the control that Agents and Supervisors have over each feature, ensuring clarity and effective management within AgentDesk.

Till 4.5: Supervisor and Senior Agent must be assigned both agents_permission and senior_agents_permission groups.
4.5.1 Onwards: Supervisor and Senior Agent must be assigned senior_agents_permission group. senior_agents_permission became superset of agents_permission group (If we assign senior_agents_permission then all the permissions of agents_permission will be automatically assigned to agent/supervisor).

Role

Permission Groups

1

admin

In Order for admin to perform operations in AgentDesk. He should be provided following Role and Permission Group:

Role: supervisor
Group: senior_agents_permission

2

supervisor

senior_agents_permission

3

agent

Senior Agents: senior_agents_permission
Agents: agents_permission

Feature	Description	Resource	Expected Behavior
Customer Profiles	Be able to view/edit customer profiles	`customer`	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	`customer`	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	`agent-conversation-control`	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	Be able to view and manage the Customer schema fields of the Customer Object, such as name, phone number, and other custom fields	`customer-schema`	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	`state-change`	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	`customer-labels`	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	`agent-conversation-control`	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	`agent-conversation-control`	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-conversation-control`	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	`agent-conversation-control`	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	`agent-conversation-control`	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	`subscribed-list`	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	`supervisor`	Agent: No Agents or Senior Agents can access the supervisor 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.	`customer`	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.
Recording Link	Being able to listen to the recordings of conversation with a customer	`recording-link`	Agent: To allow any user to be able to only access their respective recording links in a conversation. Senior Agent: To allow any user to be able to access all the recording links in a conversation.
Agent Dashboard	Being able to monitor the stats and queue status on Dashboard	`agent-dashboard`	Agent: Can view Dashboard containing all his stats about Team/Queue. Senior Agent: Can view Dashboard containing all his stats about Team/Queue.