Configure a user's permissions (Edify Console)
This article explains how to configure a user’s permissions to various workspaces in Edify App and Edify Console.
In this article
The User Permissions container of the Users workspace is where admins define which license type the user needs and, subsequently, which workspaces in Edify Console and/or Edify App that the user can access based on how they work inside of Edify. In general, some of the main roles for working in Edify include - administrators, agents (or queue users), managers, and unified communications users . So, let’s first look at the general permissions you can set for each of these roles.
Overall, it is important to know how the user completes work in Edify before customizing the user’s permissions. Review in more detail the permissions for Edify Console and Edify App to better understand how best to configure your users.
Edify Console permissions
The Console permissions give the user access to specific workspaces in Edify Console that are relevant to how the user engages with Edify. Enable the appropriate workspaces that make sense for how the user completes work. So, define if the user just manages phone numbers, just builds workflows, or completes all account updates.
Generally, Edify admins (and sometimes Edify managers) need access to several workspaces in Edify Console because they manage various parts of the account. For example, an Edify admin might manage user updates and workflow management, so they need access to Portal and both the Account and ML workspaces to manage these account areas. Yet, an Edify manager might just need to manage user profiles. In this case, this user just needs access to Portal and Account. Edify agents, however, don’t manage account changes, so they usually don’t need access to Console or any of it’s workspaces. Reference the labeled image below for a description of each permission setting to determine which access is appropriate for your users.
Edify App permissions
The App permissions give users access to specific workspaces within Edify App. Enable the areas of Edify App that the user needs to access to successfully complete their work. Generally, most of your users require access to Edify App because this is where you communicate with your peers via chat and/or softphone.
Depending on the role of the selected user, though, you can require any combination of these permissions. For Edify EX users, access to the appropriate application type(s) and chat can be all you need. However, Edify managers may require access to all areas of application to successfully coach direct reports, oversee queue performance, engage in customer interactions and more. Reference the labeled image below for a description of each setting to determine which settings best suit the needs of the selected user.
Application Add All (A):The Application Add All toggle gives you the ability to enable or disable all access toggles relating to Edify App with only one click instead of manually configuring each setting. If a user requires the majority of access, this toggle gives you the ability to eliminate a few extra clicks by enabling the Application Add All toggle, followed by manually disabling the few areas of App that the user does not require access to.
Chat (B): 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 (C): 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 (D): When enabled, the Agent toggle gives the user access to the queue workspace within Edify App. 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 (E): 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.
Queue List (F): When enabled, the Queue List toggle gives the user access to the Home 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 (G): When enabled, the Queue Toggling toggle allows the user to manually log into and out of queues they have access to. When disabled, queue users can only manage their CX Status which can log them into and out of queues automatically.
Coaching (H): When enabled, the Coaching toggle gives the user access to coaching tools, like completing a score card or leaving comments on completed interactions, within the application.
UC Fax (I): 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 (J): 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 (K): 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.
Application types (L): This area gives you access to specifying which of the application types that the user can access Edify App. Here is where you can enable or disable the user’s access to Edify through the Windows desktop application, the Mac desktop application, and the appropriate mobile device application, like the Android and/or the iPhone mobile applications.
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.