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 to various workspaces in Edify App and Edify Console.

In this article

Overview

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.

  • Edify admin role - This user typically needs access to make account changes, configurations, review reports, and any other administrative tasks, meaning they first need Portal enabled under Console as well as an Edify CX license type. Once set, proceed with giving the user access to each workspace in Console that relates to their job duties within Edify.

  • Edify manager role - Typically, this user is managing a team of agents and needs access to generating reports, configuring teams, coaching, and/or user management, meaning they need access to both Console and App as well as an Edify CX license type. Once set, proceed with giving the user access to Portal under Console, along with all the additional appropriate workspaces. Also give the user the necessary access under App.

  • Edify agent role - This user is only expected to manage customer interactions in queue and internal communications in chat, meaning this user doesn’t require any access within Console but this user does require a Edify CX license type. This user only needs access to workspaces under App, so proceed by enabling the necessary App permissions.

  • Edify unified communications role - This user only requires access to the chat workspace for collaborating with peers and/or the softphone, meaning this user doesn’t require access under Console or any area under App that relates to managing interactions in queue, like Team View, Queue list, and more. So, proceed with only enabling access to chat and the desktop and/or mobile application access they might need as well as setting their license type to Edify EX.

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.

Visual breakdown

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.

  • Console Add All (A): The Console Add All toggle gives you the ability to enable or disable all access toggles relating to Edify Console 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 Console Add All toggle, followed by manually disabling the few areas of Console that the user does not require access to.

  • Portal (B): 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 (C): 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 (D): 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 (E): 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 (F): When enabled, the ML toggle gives the user access to view, build, and modify Workflows within Console.

  • Queues (G): 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 (H): 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 (I): 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.

  • License Type (J): The License Type menu gives you the ability to define the type of license to apply to the selected user. This is important because the pricing structure and access levels differ between the license types. The menu options here are Edify EX and Edify CX.

      • Edify EX: The Edify EX license is applicable to users who require only office level access, meaning users who only require access to the softphone and chat workspaces. These users do not require access to queue or any queue related areas like managing teams, processing interactions, or reporting on queue activity.

      • Edify CX: This license is applicable to all users who require queue access. This means any users who manage interactions in queue and their managers/supervisors or administrators. This license type provides additional features to those included in an Edify EX license, so these users also have access to chat and softphone as well as the queue workspace and related areas.

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.