The User Types page can only be viewed by an Administrator or SuperUser, which is typically the person that maintains the Tenant. Administrators can modify the pages accessible by each User Type or create custom users types from this menu.
Figure 16- The User Types Tab
For a description of the common user types, see the Admin Tools > Agents section.
Access rights control the pages presented to users, and in some cases grant access to features within a page. Access to message queues and customer data is controlled by the Segment Access settings in Admin Tools - Agents. Access rights are enforced at the web service level, so they affect custom forms as well as the standard iService web interface.
Some access rights determine whether the page is presented to a user. In those cases the page name is included within the access right name. In other cases, the access rights control whether a user can see or interact with functionality within certain pages. In those cases the functionality is described in the access right name. Access Rights List Chat.Answer - This access right is required for Chat Agents. It presents the chat controls that are present in the common header of each page (Go Available, Chats Waiting, etc.). Chat.Broadcast - This access right is required to view broadcast messages displayed in the header of the iService web site. Learn more about broadcast messages in the Management Console User Guide.Chat.Answer Tab.Admin.AdditionalDetails - controls page access Tab.Admin.Agents - controls page access Tab.Admin.Alerts - controls page access Tab.Admin.ContactProperties - controls page access Tab.Admin.Departments - controls page access Tab.Admin.Forms - controls page access Tab.Admin.InteractionProperties - controls page access Tab.Admin.Mailings - controls page access Tab.Admin.Monitor- controls page access (page under development) Tab.Admin.Monitor.All – Monitor all tenants, not just the one currently loaded (Installation Landlord Only) (page under development) Tab.Admin.OpenID - controls page access Tab.Admin.Segments - controls page access Tab.Admin.ServiceLevels - controls page access Tab.Admin.Skills - controls page access Tab.Admin.SmtpOut - controls page access Tab.Admin.UserTypes - controls page access Tab.Admin.Websites - controls page access Tab.CustomerInfo.Create – Ability to create new contact (access to the New Contact button within the Customer Info - Contact page used for creating new contacts). Tab.CustomerInfo.ImportHistory – Special access right required to run the Talisma history import when migrating from that CX system. Tab.CustomerInfo.Modify – Ability to update properties of a contact (Contact Details page). Tab.CustomerInfo.ModifyHistory - Provides access to the Edit Properties button within interaction history. Tab.FindAnswers.Create - Provides access to the Add Article button on the Find Answers page. Tab.FindAnswers.Modify - Provides access to the Edit Article button when viewing a Find Answers article. Tab.FindAnswers.Subscribe - Provides access to the Show Subscribers button when viewing a Find Answers article. Tab.FindAnswers.Subscribe.Notify - Provides access to the Send Notifications to Subscribers button when viewing subscribers of an article. Tab.Mailings.Campaigns - controls page access Tab.Mailings.Criteria - controls page access Tab.Mailings.Lists - controls page access Tab.Mailings.Mailings - controls page access Tab.Mailings.Mailings.Send – provide access to the SEND button within mailings Tab.Mailings.Messages - controls page access Tab.MessageQueue.Approve - Provides access to the Get Next QA button in the My Queue page. This is required to review and approve answers submitted by QA agents. Tab.MessageQueue.BCC - Provides access to the bcc line when composing messages and responses. Tab.MessageQueue.CC - Provides access to the cc line when composing messages and responses. Tab.MessageQueue.Delete – Provides access to an Interaction Delete option (delete option is under development) Tab.MessageQueue.From - Allows users to change the From address when composing a response to a customer question. Tab.MessageQueue.Search - controls page access Tab.MessageQueue.Send - Provides access to the Send action button when acting on a customer question. Without this access right the Send button is converted to a Submit button, and will generate a draft response for review by a QA manager instead of sending an agent response. Tab.MessageQueue.Supervise - controls page access (now named Manage Messages) Tab.MessageQueue.SuperviseChat - controls page access (now named Manage Chats) Tab.MessageQueue.SuppressRef - Provides access to the Suppress Reference Number option within the Send button drop down. Tab.MyAccount.Phrases - controls page access (now named My Account – Stock Responses) Tab.Segments.AutoResponse - controls page access Tab.Segments.Details - controls page access Tab.Segments.Filters - controls page access Tab.Segments.Mailboxes - controls page access Tab.Segments.Phrases – controls page access (now named Stock Responses) Tab.Segments.Topics - controls page access Tab.Top.AdminTools - controls page access Tab.Top.AskAQuestion - controls page access Tab.Top.CustomerInfo - controls page access Tab.Top.FindAnswers - controls page access Tab.Top.MessageQueue - controls page access Tab.Top.MyAccount - controls page access
Tab.UserTypes.CreateAdmin - determines whether the user is allowed to create Administrators. By default, this right is only granted to the SuperUser. |
