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.
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.