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Agent Authorization with Agent Desk

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

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 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. 

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.


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