Set agent permissions: Create or edit a permission group

Set agent permissions: Create or edit a permission group

Use permission groups to set the features and folders your agents can access. An agent's permissions depend on the rights and restrictions set for the group to which they are assigned.

  1. Create or edit a permission group, as follows:
    1. In the Web Admin Center, go to Organization > Permission groups. The Permission Group Management page is displayed.
    2. Select an existing permission group or click Create New.

    Result: The New/Edit Permission Group page is displayed.

  2. On the Account tab you can set the following permissions:
    Option Description
    Access agent list in monitor view Allow group members to view agents' workload in Monitor View.
    Access Audit Log Allow group members to view audit logs of the Admin Center on the General > Audit Log page. See View changes in the Admin Center.
    Access Automatic Chat Distribution Settings Allow group members to change settings on the Channel > Chat > Automatic Distribution page in the Admin Center. See How to automatically activate chats (Automatic Chat Distribution).
    Access Automatic Email Distribution Settings Allow group members to access the Channel > Email > Automatic Distribution page in the Admin Center. See Set up automatic distribution for email.
    Access Automatic Messaging Distribution Settings Allow group members to change settings on the Channel > Messaging > Automatic Distribution page in the Admin Center. See Set up automatic distribution for messaging.
    Access Data Retention Settings Allow group members to change settings on the General > Data Retention and General > Data Protection pages in the Web Admin Center. See Data Protection.
    Access Login Control Settings Allow group members to change settings on the General > Login Control page in the Web Admin Center.
    Access Mobile Dashboard Allow group members to log in to the Mobile Dashboard.
    Change Another Agent's Status Allow group members to change the availability of other agents in the Agent Workspace.
    Change Website Data Validation Settings Allow group members to change the website data validation settings when setting up a website on the Organization > Websites page in the Admin Center.
    Edit Agent Workspace Settings Allow group members to change the settings related to the functionality of the Agent Workspace.
    General Account and Restrictions Settings Allow group members to change the following account settings in the Web Admin Center:
    • Invitation settings
    • PIN invitation settings
    • Regional settings
    • General account restrictions
    • Singe Sign On settings
    • API key and trigger settings
    • Geofluent auto-translation settings
    Generate Chat Button HTML Allow group members to generate chat button HTML when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page. See Generate chat button HTML.
    Generate Conversion Tracking HTML Allow group members to generate conversion tracking HTML code when setting up conversion codes on the Customers > Conversion Codes page. See Set up conversion tracking.
    Generate Customer Monitor HTML Allow group members to generate Customer Monitoring HTML code when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page.
    Have Plugins Enabled Not in use.
    Modify Folders Allow group members to modify folders for chat, email, messaging, and Canned Messages.
    Replace Canned Messages Allow group members to replace Canned Messages in the desktop client.
    Setup Rules Engines Allow group members to set up rules for managing incoming chats or visits on the following pages:
    • Channels > Chat > Routing Rules
    • Channels > Messaging > Routing Rules
    • Channels > Email > Routing Rules
    See Manage incoming chats according to rules (Chat Rules Engine).
    Use Email Signatures Setup Allow group members to define email signatures when setting up an email account on the Channels > Email > Email Account page. To add a signature, select Outgoing email footer on the Format and content tab. See Set up an email account.
    Use Personal Canned Messages Allow group members to change settings on the Setup > My Canned Messages Setup page in the Digital DX Desktop Client.
    View Assignment History Allow group members to view the assignment history of work items both in their workspace and in Monitor View. See How to find customer and assignment history.
    View Dashboard Allow group members to log in to the Dashboard. See Monitoring your Organization (Dashboard).
    View Workspace Allow group members to log in to the Agent Workspace.
    View/Undelete from Recycle Bin Allow group members to manage the recycle bin by clicking View list of deleted items where available on Web Admin Center pages. See Data Retention Options.

    Enterprise and Premier subscribers may see additional permissions.

  3. On the Actions tab, set permissions controlling group members' use of specific features within the following major feature sets:
    • ActiveAssists
    • Chats
    • Contacts
    • Customers
    • Emails
    • Messaging
    • Remote Access
    • Reports
  4. On the Setup tab, set permissions controlling group members' ability to set up entities in the following categories:
    • ActiveAssist (cobrowse bookmarks)
    • APIs (API settings, integration API triggers)
    • Chats (chat buttons, Canned Messages, categories, custom fields, statuses, chat windows, floating chat buttons)
    • Contacts (categories, custom fields, statuses)
    • Customers (conversion codes)
    • Emails (categories, custom fields, statuses, accounts, email redirects)
    • General (agent statuses, agents, departments, integrations, knowledge bases, permission groups, salesforce connectors, spell checkers, websites)
    • Invitations (auto-invite rulesets, custom chat invitations)
    • Messaging (Canned Messages, categories, custom fields, SMS accounts, statuses)
    • Tickets (categories, custom fields, statuses)
    • Twitter (categories, custom fields, statuses, accounts)

    Enterprise and Premier subscribers may see additional permissions.

  5. On the Folders tab, set permissions controlling group members' ability to manage folders for the following:
    • ActiveAssists
    • Chats
    • Contacts
    • Customers
    • Emails
    • Messaging
    • Reports
    • Tickets
    • Twitter

    Enterprise and Premier subscribers may see additional permissions.

  6. On the Departments tab, control group members' ability to see operators and departments outside of their own.
    • Not Visible. Members can neither see nor transfer items to the department and its operators.
    • Department Visible. Members can see and transfer items to the department, but not its operators.
    • Operators Visible. Members can see and transfer items to the department and its operators.
  7. To make the permission group default for all subsequently created agents, click Set as default on the Account settings tab.
  8. Save your changes.
Remember: To assign an agent to permission groups, go to Organization > Agents > Agent Information.

What are best practices for using permission groups?

Digital DX offers two out-of-the-box permission groups. Our best practice recommendation is to review, and edit or add additional permission groups. Permission groups should be customized based on an organization's needs to allow different groups to setup what each user is allowed to do in Bold360 Agent. These can apply to agents or departments within an organization.

With as flexible as our permission settings are, the best approach is to think of different personas (agents, admins, supervisors, reporting analysts, content managers, and so on) and creating permissions that suit this persona. For example, you wouldn't want to give an agent access to setup and you wouldn't want reporting teams to be able to set themselves as available in the queues.

Our out-of-the-box permission groups (Administrator and Operator) are simply starting places, and we recommend reviewing and customizing them to fit your organization's needs. Create permission groups to prevent cherry picking of chats, emails, and so on by limiting visibility into the queue and specific folders, allow remote control/co-browse, create different groups with different abilities for different positions (agents, supervisors, team leads, managers, admins, developers), prevent transferring work items to individuals and only allow to do so at department level.