Role Management
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Refers to the process of defining, assigning, and managing roles within an organization, ensuring that employees have the appropriate permissions and responsibilities based on their job functions.
Improved Security: Prevents unauthorized access to sensitive data or systems.
Operational Efficiency: Ensures the right people handle the right tasks.
Accountability: Tracks actions within the organization by role.
Compliance: Meets regulatory or industry standards for access and data control.
Users can create custom roles for their business by going in to the role management settings. A user must be an admin/ super admin to be able to create custom roles to access the settings. To access the role management, click Settings ( from left nav bar)>> Agent Management >> Role Management .
Role Creation:
Create a custom role by clicking the "Create Role" button at top right corner. A pop-up will appear where users have to provide a title, a role description (optional).
Access Control Admins/ Super Admins can restrict access to sensitive segment, tools, or information based on the assigned role. Enable the access to a segment like chatbot access, reporting or settings by simply checking the box. If needed the access can be more specific, for example: users can specify if an role will have access to a specific portion like my chatbot or brain ai.
Oversees a team of CSRs, provides guidance, and ensures performance standards. To create a team lead role that will only have access to the reports section as viewer, user needs enable the viewer option for all the reports like visitor analytics, SLA breach analysis, agent metrics etc.
Manages the entire CS team, sets KPIs, and ensures the department aligns with business goals. To Create a CS manager that will have access to the entire reports section as a viewer and editor, as well as certain settings to manage the agent list, departments, KPIs such as SLA policies, user needs to enable the whole reporting and certain parts of the settings panel like agent management, SLA policies, ban visitor etc.
Manages automation tools like chatbots, knowledge base to enhance customer support efficiency. To create a chatbot manager, user needs to enable the whole chatbot section as well as certain part of the settings like API, script, attributes for deep system integration with other platforms.
