Overview: User Permissions container in Users (Console)

This article explains the User Permissions container in Users in Console.

Overview

Use the User Permissions container to decide what license type users have and to decide what functionality users have in App and Console.

You can change these user permissions at any time if the user’s access needs to be modified.

License Type

Select a license type for the user based on what functionality you want them to have. See our website for more information.

Note:  The naming of license types in Console reflect a previous structure. They map to our current prices as reflected below:

• Edify CX = Huddle ML

• Edify EX = Huddle / Huddle Basic (Huddle and Huddle Basic are both treated as Edify EX)

Changing a license type from Huddle ML to Huddle or Huddle Basic automatically removes the queue workspace from the user’s account.

Notice the Q disappears from the left sidebar.

User permissions for App

User permissions for App control users’ access to specific workspaces in App. App is where users can communicate with Chat, softphone, and Sync. It is also where users can manage customer interactions if they have Edify CX.

You can enable or disable any of these settings based on individual user needs.

Application Add All

The Application Add All toggle adds or removes all workspaces in App. Use this toggle to quickly add or remove all workspaces for a user.

Chat

The Chat toggle gives the user access to the chat workspace within App. Chat is our messaging platform used to communicate with coworkers and external phone numbers (if configured).

Chat Admin

The Chat Admin toggle gives the user control over managing channels in the chat workspace. Chat admins can archive any channel they have access to in the chat workspace. Users who don’t have the Chat Admin toggle enabled can only archive channels they created.

Agent

The Agent toggle gives the user access to the queue workspace within App. This gives the user access to the CX Status toggle in App, which allows the user to log in and out of the queue workspace.

Team View

The Team View toggle gives the user access to the Team View workspace within the App. Ensure the user is added to at least one team in Console under Groups before enabling this permission for them.

Home List

When enabled, the Home List toggle gives the user access to the Home List workspace within the queue workspace of App. The user must have the Agent toggle enabled to view this workspace.

Queue Toggling

The Queue Toggling toggle lets the user manually log into and out of queues they have access to in the Queue List after enabling the CX Status toggle in App. When Queue Toggling is disabled, enabling or disabling the CX Status toggle in App automatically logs the user in and out of queues.

Contacts

The Contacts toggle gives the user access to the Contacts workspace. This is where you can create, organize, update, and manage customer contact data.

Coaching

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

The Workflow Replay toggle gives the user access to the Workflow Replay workspace. This workspace lets users 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.

Ensure you have configured the user’s Fax Number Permission container (Account > Users > [User] > Fax Number Permission container). If UC Fax is enabled and you do not configure the Fax Number Permission container, the user can access all fax numbers on your account and 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. 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 App, which is where report-based charts and tables can be configured to display data relevant to your business on a single screen.

Web

When enabled, the Web toggle gives the user access to log into 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 API Platform.

Mac App

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

Windows App

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

IOS App

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

Android App

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

User Permissions for Console

User permissions for Console control users’ access to specific workspaces in Console. Console is the administrative portal where admin manage the business’ account.

You can enable or disable any of these settings based on individual user needs.

Console Add All

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

Portal

The Portal toggle gives the user access to logging into Console.

Account

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. Users with this permission enabled have access to managing all objects within these nested workspaces as well.

CX

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.

Numbers

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.

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 our 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.

Call recordings

When enabled, the Call Recording toggle gives the user access to running an API that deletes call recordings.

Use case

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

• Administrators

• Managers

• Queue users (agents)

• Unified communications (UC) users

Administrators

Administrators typically need access to:

• Configure the organization’s account

• Review reports

• Other miscellaneous administrative tasks

This means that administrators need Console access. 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, give them access to the workspaces of 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.

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 App and Console. Additionally, since queue managers generally need access to the queue in 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. This means that queue users don’t require any access to Console, but these users do require an Edify CX license type because they need queue access.

Unified communications (UC) users

Unified communications (UC) users, also referred to as ‘Office users’ 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't require access to Console. However a UC administrator with an Edify EX license may need access to Console to manage UC user permissions.

Read more

• Overview: Queue container in Users (Console)

• Overview: User Home list container in Queue (Console)