Configure a user's permissions (Edify Console)

Edify Console > Account > Users > Configure a user's permissions (Edify Console)

This article explains how to configure a user’s permissions in Edify Console. User permissions control what functionality users have access to in both Edify App and Edify Console.

In this article

Overview

In Edify Console, the User Permissions container of the Users workspace is where admins can define a user’s license type. Then, once a user’s license type is defined, this is also where they can set specific user permissions that control access to functionality in Edify App and Edify Console. You can change these user permissions at any time if the user’s access needs ever change.

Some of the main roles for working in Edify include:

  • Administrators

  • Managers

  • Queue users (agents)

  • Unified communications (UC) users

Let’s look at the general permissions you can set for each of these types of roles.

Administrators

Administrators typically need access to:

  • Configure the organization’s Edify account

  • Review reports

  • Other miscellaneous administrative tasks

This means that administrators need Edify Console access, which is granted by enabling Portal under User Permissions in Edify Console. Console access is available for both Edify EX and Edify CX license types. If the administrator manages or conducts testing in queues, they will need an Edify CX license. If the administrator does not handle queues, they may only need an Edify EX license. Once you’ve set an administrator’s permissions, proceed to giving them access to the workspaces of Edify Console that relate to their job duties. This could be all of the workspaces or some of the workspaces, depending on the scope of their administrative duties.

It is important to know how the user completes work in Edify before customizing the user’s permissions.

Queue Managers

Queue Managers typically need access to:

  • Generating reports

  • Configuring teams

  • Coaching and live monitoring in the queue

  • User management

This means that they’ll need access to both Edify App and Edify Console. Therefore, since queue managers generally need access to the queue in Edify App, then they most likely need an Edify CX license.

Queue users (agents)

Queue users are typically only expected to manage customer interactions in a queue and internal communications in chats. This means that queue users don’t require any access to Edify Console, but these users do require an Edify CX license type because they need queue access.

Note: Queue users only need access to workspaces in Edify App.

Unified communications (UC) users

Unified communications (UC) users, also referred to as ‘Office users’ in some cases in our Community, can access the chat workspace and/or the softphone for communicating with peers. These users do not need access to managing interactions in the Queue workspace or other areas related to managing interactions. Regular UC users don’tt require access to Edify Console.

Note: A UC administrator with an Edify EX license may have access to Edify Console to manage UC user permissions.

Visual breakdown

User permissions for Edify App

User permissions for Edify App control users’ access to specific workspaces in Edify App. In general, enable the areas of Edify App that the user needs access to successfully complete their work. Most of your users will likely require access to Edify App because it’s where you communicate with peers via chat and/or softphone.

For Edify EX users, access to the appropriate application type(s) and chat may be all you need. However, Edify managers may need access to more, or all, of the workspaces of Edify App.

Reference the section and image below for a description of each setting.

  • Application Add All: The Application Add All toggle adds or removes all workspaces in Edify App. Toggling this makes it easier to quickly add or remove all workspaces for a user.

  • Chat: When enabled, the Chat toggle gives the user access to the chat workspace within Edify App, which is the Edify messaging platform, to communicate with coworkers and external phone numbers (if configured).

  • Chat Admin: When enabled, the Chat Admin toggle allows the user control over managing channels in the chat workspace. Specifically, chat admins have the ability to archive any channel they have access to in the chat workspace whereas users who don’t have the Chat Admin toggle enabled can only archive channels they created themselves.

  • Agent: When enabled, the Agent toggle gives the user access to the queue workspace within Edify App, specifically this is also what gives them access to CX Status to be able to log into and out of the queue. Queue is where the user can view all the real-time activity in the queue, accept and manage both inbound and outbound customer interactions, and log into and out of queues.

  • Team View: When enabled, the Team View toggle gives the user access to the Team View workspace within the Edify App, which is where the user can see real-time Team activity, like each teammate's active interactions, which queues they are logged into, and more. When enabling this permission for a user, ensure the user is added to at least one team in Edify Console under Groups.

  • Home List: When enabled, the Home List toggle gives the user access to the Home List workspace of queue within Edify App, which is where the user can view the current interaction activity for the queues they are logged into. To view this workspace, the user also needs to have the Agent toggle enabled.

  • Queue Toggling: When enabled, the Queue Toggling toggle allows the user to manually log into and out of queues they have access to in the Queue List. When disabled, queue users can only manage their CX Status which can log them into and out of queues automatically.

  • Coaching: When enabled, the Coaching toggle gives the user access to coaching tools, like completing a scorecard or leaving comments on completed interactions, within the application.

  • Workflow Replay: When enabled, the Workflow Replay toggle gives the user access to the Workflow Replay workspace, which allows them to review and analyze the history of completed workflow sessions.

  • UC Fax: When enabled, the UC Fax toggle gives the user access to the faxing workspace of the softphone, which is where the user sends faxes to an external number. When enabling this access for a user, ensure you have configured the user’s Fax Number Permission container as well. If UC Fax is enabled and you do not configure the Fax Number Permission container, the user has access to all fax numbers on your account as well as all messages sent and received to each of those numbers.

  • Analytics: When enabled, the Analytics toggle gives the user access to view, modify, and manage reports. The Reports workspace is where users build, view, and export reports for evaluating account activity. Users can also build charts within an individual report from this workspace.

  • Dashboards: When enabled, the Dashboards toggle gives the user access to the Dashboards workspace within Edify App, which is where report-based charts and tables can be configured to display data relevant to your business on a single page.

  • Web: When enabled, the Web toggle gives the user access to log into Edify App through a web browser; it is recommended to log in through Google Chrome if using this feature. This feature must also be enabled if the user needs to use CTIs (computer telephony integrations) through other platforms while engaging with the Edify platform.

  • Mac App: When enabled, the Mac App toggle gives the user access to logging into Edify App through the Apple Mac desktop application.

  • Windows App: When enabled, the Windows App toggle gives the user access to logging into Edify App through the Windows desktop application.

  • IOS App: When enabled, the IOS App toggle gives the user access to logging into Edify App through the Apple iPhone mobile application.

  • Android App: When enabled, the Android App toggle gives the user access to logging into Edify App through the Android mobile application.

User permissions for Edify Console

User permissions for Edify Console control users’ access to specific workspaces in Edify Console. In general, enable the appropriate workspaces that make sense for how the user completes work. For example, if a user is only responsible for managing phone numbers, building workflows, or completing account updates, consider only giving them access to those workspaces.

Reference the image below for a description of each setting.

  • Console Add All: The Console Add All toggle adds or removes all workspaces in Edify Console. Toggling this makes it easier to quickly add or remove all workspaces for a user.

  • Portal: When enabled, the Portal toggle gives the user access to logging into Console and the Console home screen which shows the number of active users, average latency, and the number of waiting interactions.

  • Account: When enabled, the Account toggle gives the user access to view and modify the Account section of Console, which contains several important workspaces, like Users, Groups, Locations, Integrations, IP Endpoints, and more. So, users that have this permission enabled have access to managing all objects within these nested workspaces as well.

  • CX: When enabled, the CX toggle gives the user access to view and modify the CX section of Console, which contains several important workspaces, like Content, Tags, Web Chat and more. So, users that have this permission enabled have access to managing all objects within these nested workspaces as well.

  • Numbers: When enabled, the Numbers toggle gives the user access to view and modify the Numbers section of Console, which contains Phone Numbers, Fax Numbers, and data services, like using CNAM and LRN. So, users that have this permission enabled have access to managing all objects within these nested workspaces as well.

  • ML: When enabled, the ML toggle gives the user access to view, build, and modify Workflows within Console.

  • Queues: When enabled, the Queues toggle gives the user access to view and modify the Queues section of Console, which contains the Queues and Scorecards workspaces.

  • API: When enabled, the API toggle gives the user access to the API section of Console, which contains the user’s individual API credentials, access to the API logs, and the Edify API documentation.

  • Objects: When enabled, the Objects toggle gives the user access to view and modify the Objects section of Console, which contains all account objects and the workspaces for creating custom objects and/or fields.