Role Management

SmartAssist provides role-based user access to features. As such, Roles designate the users’ permissions and access level. The Role Management section lets you create and customize permissions for each.

You can find the Role Management section by going to Configuration > User Management > Role Management.

The Role Management Live Board

This section lets you create, search (by name), and manage user roles; and lists existing roles along with the following information:

Role Name: The name of the user role, available throughout SmartAssist.
Actions: Let you edit, clone, or delete a role.
Description: A short description of the role.
Type: Lists the role type: System is assigned to default, preconfigured roles, while Custom is assigned to custom roles.
Last Update: Provides the date when the role was last updated.

Default Roles

The default roles available within SmartAssist as the following:

Administrator: Users assigned to the Administrator role have full access to and control over all areas of the application.
Supervisor: Users assigned to the Supervisor role have operations management access.
Agent: Users assigned to the Agent role can access the agent console and internal chat.

Default roles are uneditable and non-removable, and all permissions are fixed. See the Permissions section below for details on what permissions are assigned by default to each default role.

Permissions

The table below shows the permissions available within SmartAssist and their assignment to each user role. In the Custom Role column, you can see all available permissions that can be assigned to custom roles.

Note: The Monitor Console permission is restricted to the Queues that the user is assigned to.

User Management
Agent Settings Modify global agent settings	Full Access
Agent Status Create and manage agent status types	Full Access
Role Management Create and manage user roles and permissions	Full Access
Agent Group Management Create and manage agent groups	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
User Management Invite and manage users in the account	Full Access
Change User Role Allow user roles to be modified	Yes
Visibility of Captured Sentiment Manage the visibility of the customer’s sentiment captured in the agent console	Yes
Agent & Supervisor Experience
Standard Responses Create and manage standard responses	Full Access
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	Full Access
Agent Form Management Create and manage agent forms	Full Access
Agent Form Data View View filled out agent forms and data	Yes
Disposition Management Create and manage dispositions	Full Access
Reports Create, view and run reports	Full Access
Interactions Access to interactions in Dashboard	Yes
Desktop Layout Creation Create custom desktop layouts in console	Yes
Desktop Layout Publishing Publish custom layouts for account wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Queues and Agents Queues and Agents tab – for Admins and Supervisors	Yes
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
My Dashboard tab To access My Dashboard – for Agents	No
Dashboard Content Whose interactions should he have access to	All
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	All
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Outbound Email User can make direct outward emails	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full Access
Hours of Operation Create and manage hours of operation	Full Access
Flow Management Create and manage experience flows	Full Access
Default Flows No ability to manage default flow properties	Full Access
Queue Settings Create and manage queues	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	Full Access
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching – Configuration Manage the accessibility of real time coaching feature	Full Access
Service Level – Configuration Manage the accessibility of service level feature	Full Access
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	Full Access
Automation
Use Case Management Create and manage FAQ and conversations	Full Access
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to automations tab and XO Platform	Yes
System
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
Channel Management Manage communication channels	Full Access
Billing Manage account level billing preferences	Full Access
API Manage API setup and configuration	Full Access
WFM Configuration Management Can Manage WFM Configurations.	Yes
Outbound Dialer Configuration Setup and manage Outbound Dialer	Yes
Realtime SearchAssist Integration Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.	Yes
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	Full Access
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching – Configuration Manage the accessibility of real-time coaching feature	Full Access

User Management
Agent Settings Modify global agent settings	Full Access
Agent Status Create and manage agent status types	Full Access
Role Management Create and manage user roles and permissions	None
Agent Group Management Create and manage agent groups	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
User Management Invite and manage users in the account	Full Access
Change User Role Allow user roles to be modified	Yes
Visibility of Captured Sentiment Manage the visibility of the customer’s sentiment captured in the agent console	Yes
Agent & Supervisor Experience
Standard Responses Create and manage standard responses	None
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	None
Agent Form Management Create and manage agent forms	Full Access
Agent Form Data View View filled out agent forms and data	Yes
Disposition Management Create and manage dispositions	None
Reports Create, view and run reports	Full Access
Interactions Access to interactions in Dashboard	Yes
Desktop Layout Creation Create custom desktop layouts in console	Yes
Desktop Layout Publishing Publish custom layouts for account wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Queues and Agents Queues and Agents tab – for Admins and Supervisors	Yes
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
My Dashboard tab To access My Dashboard – for Agents	No
Dashboard Content Whose interactions should he have access to	All
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	Self
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Outbound Email User can make direct outward emails	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Queue Settings Create and manage queues	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real time coaching feature	None
Service Level – Configuration Manage the accessibility of service level feature	Full Access
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
Automation
Use Case Management Create and manage FAQ and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to automations tab and XO Platform	No
System
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
Channel Management Manage communication channels	None
Billing Manage account level billing preferences	None
API Manage API setup and configuration	None
WFM Configuration Management Can Manage WFM Configurations.	No
Outbound Dialer Configuration Setup and manage Outbound Dialer	Yes
Realtime SearchAssist Integration Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.	No
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real-time coaching feature	No

User Management
Agent Settings Modify global agent settings	None
Agent Status Create and manage agent status types	None
Role Management Create and manage user roles and permissions	None
Agent Group Management Create and manage agent groups	None
Skill Management Create and manage agent skills & skill groups	None
User Management Invite and manage users in the account	None
Change User Role Allow user roles to be modified	No
Visibility of Captured Sentiment Manage the visibility of the customer’s sentiment captured in the agent console	Yes
Agent & Supervisor Experience
Standard Responses Create and manage standard responses	None
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	None
Survey Management Create and manage surveys	None
Agent Form Management Create and manage agent forms	None
Agent Form Data View View filled out agent forms and data	No
Disposition Management Create and manage dispositions	None
Reports Create, view and run reports	None
Interactions Access to interactions in Dashboard	Yes
Desktop Layout Creation Create custom desktop layouts in console	No
Desktop Layout Publishing Publish custom layouts for account wide use	No
Monitor Console Access to the monitor tab for live interactions	No
Queues and Agents Queues and Agents tab – for Admins and Supervisors	No
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	No
My Dashboard tab To access My Dashboard – for Agents	Yes
Dashboard Content Whose interactions should he have access to	Own
Direct Outward Dialing Users can make direct outward calls	No
Queue Visibility and Access Decide which queues are available for access in the Monitor	None
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Outbound Email User can make direct outward emails	No
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Queue Settings Create and manage queues	None
Transfer Routing Rules Configure global transfer rules for chat/voice	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real time coaching feature	None
Service Level – Configuration Manage the accessibility of service level feature	None
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
Automation
Use Case Management Create and manage FAQ and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	No
Automations Tab Access to automations tab and XO Platform	No
System
Language & Speech Control Manage ASR/TTS voice preferences	None
Channel Management Manage communication channels	None
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	None
WFM Configuration Management Can Manage WFM Configurations.	No
Outbound Dialer Configuration Setup and manage Outbound Dialer	No
Realtime SearchAssist Integration Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.	No
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real-time coaching feature	None

User Management

Agent Settings
Modify global agent settings

Yes
No

Agent Status

Create and manage agent status types

View
None
Full Access

Role Management

Create and manage user roles and permissions

Yes

No

Agent Group Management

Create and manage agent groups

View
None
Full Access

Skill Management

Create and manage agent skills & skill groups

View
None
Full Access

User Management

Invite and manage users in the account

View
None
Full Access
View & Invite
Edit
Edit & Delete

Change User Role

Allow user roles to be modified

Yes

No

Visibility of Captured Sentiment

Manage the visibility of the customer’s sentiment captured in the agent console

Yes

No

Agent & Supervisor Experience

Standard Responses

Create and manage standard responses

View
None
Full Access

Agent Desktop Console

Access and use the agent desktop console

Yes

No

Widget Management

Create and manage custom widgets

Yes

No

Survey Management

Create and manage surveys

Yes

No

Agent Form Management

Create and manage agent forms

Yes

No

Agent Form Data View

View filled out agent forms and data

Yes

No

Disposition Management

Create and manage dispositions

Yes

No

Reports

Create, view and run reports

None
View & Run
Full Access

Interactions

Access to interactions in Dashboard

Yes

No

Desktop Layout Creation

Create custom desktop layouts in console

Yes

No

Desktop Layout Publishing

Publish custom layouts for account wide use

Yes

No

Monitor Console

Access to the monitor tab for live interactions

Yes

No

Queues and Agents

Queues and Agents tab – for Admins and Supervisors

Yes

No

Join Conversation

Allow user to join a conversation

Yes

No

Listen and Whisper Conversation

Allow user to listen and whisper to a conversation

Yes

No

My Dashboard tab

To access My Dashboard – for Agents

Note: Default permission will be Yes if the custom role has Join Conversation permission.

Yes

No

Dashboard Content

Whose interactions should he have access to

Own

All

Direct Outward Dialing

Users can make direct outward calls

Yes

No

Queue Visibility and Access

Decide which queues are available for access in the Monitor

Self

Internal Chat

Chat internally with others in the account

Yes

No

Audio calls in messaging conversations

Allow agents to add audio calls to a messaging interaction

Yes

No

Video calls in messaging conversations

Allow agents to add video calls to a messaging interaction

Yes

No

Outbound Email

User can make direct outward emails

Yes

No

Flows & Routing

Waiting Experience

Create and manage waiting experiences

View
None
Full Access

Hours of Operation

Create and manage hours of operation

View
None
Full Access

Flow Management

Create and manage experience flows

View
None
Full Access

Default Flows

No ability to manage default flow properties

Yes

No

Queue Settings

Create and manage queues

View
None
Full Access

Transfer Routing Rules

Configure global transfer rules for chat/voice

Yes

No

AgentAssist settings

Define AgentAssist Widgets accessibility to Agents

View
None
Full Access

Agent Coaching – Configuration

Manage the accessibility of real time coaching feature

View
None
Full Access

Service Level – Configuration

Manage the accessibility of service level feature

View
None
Full Access

Agent Playbook – Configuration

Manage the accessibility of agent playbook feature

None
Full Access

Automation

Use Case Management

Create and manage FAQ and conversations

Yes

No

Automations DashBoard

Access to automation metrics in Dashboard

Yes

No

Automations Tab

Access to automations tab and XO Platform

Yes

No

System

Language & Speech Control

Manage ASR/TTS voice preferences

Yes

No

Channel Management

Manage communication channels

Yes

No

Billing

Manage account level billing preferences

Yes

No

API

Manage API setup and configuration

Yes

No

WFM Configuration Management

Can Manage WFM Configurations.

Yes

No

Outbound Dialer Configuration

Setup and manage Outbound Dialer

Yes

No

Realtime SearchAssist Integration

Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.

Yes

No

Agent Playbook – Configuration

Manage the accessibility of agent playbook feature

None

Full Access

AgentAssist settings

Define AgentAssist Widgets accessibility to Agents

View
None
Full Access

Agent Coaching – Configuration

Manage the accessibility of real-time coaching feature

View
None
Full Access

Custom Roles

You can create custom user roles within SmartAssist to suit your business needs. Unlike the default ones, custom user roles let you assign preferred permissions. You can add, edit, and delete custom roles if you have the Role Management permission set to Yes.

Add a New Role

To add a new role, follow these steps:

Click + New Role.
In the New Role window, fill out the following fields:
1. Role Name: This name is assigned to the user role across SmartAssist. For example, Experience Designer.
2. Description: Add other information on the role, responsibilities, or access level.
3. Permissions: Set the access permissions by selecting one of the available options within the dropdown next to each permission.
4. Click Save.

Clone a Role

An alternative way to add a new, custom role is to clone an existing one. You can clone both default and custom roles. By cloning, you create a copy of the original role, then adjust the role name, description, and permissions, and save the clone as a new role.

To clone a role:

Under the Actions column corresponding to the role you want to clone, click the More Options button. (⋯).
Select Clone Role.

Edit a Role

To edit an existing role, follow these steps:

Click the Edit icon under Actions for the role you want to update.
In the Edit Role window, make changes to the required fields and click Save.

Delete a Role

To delete a custom role, follow these steps:

Under the Actions column corresponding to the role you want to delete, click the More Options button. (⋯).
Select Delete.
You must confirm your choice. Click Yes to do so.

Alternatively, you can delete a custom role by editing it, then clicking the Delete button on the bottom left of the Edit Role window.

Notes:

You cannot delete default roles (Administrator, Supervisor, and Agent).
You cannot restore deleted roles.

On this Page

Role Management

SmartAssist provides role-based user access to features. As such, Roles designate the users’ permissions and access level. The Role Management section lets you create and customize permissions for each.

You can find the Role Management section by going to Configuration > User Management > Role Management.

The Role Management Live Board

This section lets you create, search (by name), and manage user roles; and lists existing roles along with the following information:

Role Name: The name of the user role, available throughout SmartAssist.
Actions: Let you edit, clone, or delete a role.
Description: A short description of the role.
Type: Lists the role type: System is assigned to default, preconfigured roles, while Custom is assigned to custom roles.
Last Update: Provides the date when the role was last updated.

Default Roles

The default roles available within SmartAssist as the following:

Administrator: Users assigned to the Administrator role have full access to and control over all areas of the application.
Supervisor: Users assigned to the Supervisor role have operations management access.
Agent: Users assigned to the Agent role can access the agent console and internal chat.

Default roles are uneditable and non-removable, and all permissions are fixed. See the Permissions section below for details on what permissions are assigned by default to each default role.

Permissions

The table below shows the permissions available within SmartAssist and their assignment to each user role. In the Custom Role column, you can see all available permissions that can be assigned to custom roles.

Note: The Monitor Console permission is restricted to the Queues that the user is assigned to.

User Management
Agent Settings Modify global agent settings	Full Access
Agent Status Create and manage agent status types	Full Access
Role Management Create and manage user roles and permissions	Full Access
Agent Group Management Create and manage agent groups	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
User Management Invite and manage users in the account	Full Access
Change User Role Allow user roles to be modified	Yes
Visibility of Captured Sentiment Manage the visibility of the customer’s sentiment captured in the agent console	Yes
Agent & Supervisor Experience
Standard Responses Create and manage standard responses	Full Access
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	Full Access
Agent Form Management Create and manage agent forms	Full Access
Agent Form Data View View filled out agent forms and data	Yes
Disposition Management Create and manage dispositions	Full Access
Reports Create, view and run reports	Full Access
Interactions Access to interactions in Dashboard	Yes
Desktop Layout Creation Create custom desktop layouts in console	Yes
Desktop Layout Publishing Publish custom layouts for account wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Queues and Agents Queues and Agents tab – for Admins and Supervisors	Yes
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
My Dashboard tab To access My Dashboard – for Agents	No
Dashboard Content Whose interactions should he have access to	All
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	All
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Outbound Email User can make direct outward emails	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full Access
Hours of Operation Create and manage hours of operation	Full Access
Flow Management Create and manage experience flows	Full Access
Default Flows No ability to manage default flow properties	Full Access
Queue Settings Create and manage queues	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	Full Access
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching – Configuration Manage the accessibility of real time coaching feature	Full Access
Service Level – Configuration Manage the accessibility of service level feature	Full Access
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	Full Access
Automation
Use Case Management Create and manage FAQ and conversations	Full Access
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to automations tab and XO Platform	Yes
System
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
Channel Management Manage communication channels	Full Access
Billing Manage account level billing preferences	Full Access
API Manage API setup and configuration	Full Access
WFM Configuration Management Can Manage WFM Configurations.	Yes
Outbound Dialer Configuration Setup and manage Outbound Dialer	Yes
Realtime SearchAssist Integration Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.	Yes
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	Full Access
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching – Configuration Manage the accessibility of real-time coaching feature	Full Access

User Management
Agent Settings Modify global agent settings	Full Access
Agent Status Create and manage agent status types	Full Access
Role Management Create and manage user roles and permissions	None
Agent Group Management Create and manage agent groups	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
User Management Invite and manage users in the account	Full Access
Change User Role Allow user roles to be modified	Yes
Visibility of Captured Sentiment Manage the visibility of the customer’s sentiment captured in the agent console	Yes
Agent & Supervisor Experience
Standard Responses Create and manage standard responses	None
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	None
Agent Form Management Create and manage agent forms	Full Access
Agent Form Data View View filled out agent forms and data	Yes
Disposition Management Create and manage dispositions	None
Reports Create, view and run reports	Full Access
Interactions Access to interactions in Dashboard	Yes
Desktop Layout Creation Create custom desktop layouts in console	Yes
Desktop Layout Publishing Publish custom layouts for account wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Queues and Agents Queues and Agents tab – for Admins and Supervisors	Yes
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
My Dashboard tab To access My Dashboard – for Agents	No
Dashboard Content Whose interactions should he have access to	All
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	Self
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Outbound Email User can make direct outward emails	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Queue Settings Create and manage queues	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real time coaching feature	None
Service Level – Configuration Manage the accessibility of service level feature	Full Access
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
Automation
Use Case Management Create and manage FAQ and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to automations tab and XO Platform	No
System
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
Channel Management Manage communication channels	None
Billing Manage account level billing preferences	None
API Manage API setup and configuration	None
WFM Configuration Management Can Manage WFM Configurations.	No
Outbound Dialer Configuration Setup and manage Outbound Dialer	Yes
Realtime SearchAssist Integration Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.	No
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real-time coaching feature	No

User Management
Agent Settings Modify global agent settings	None
Agent Status Create and manage agent status types	None
Role Management Create and manage user roles and permissions	None
Agent Group Management Create and manage agent groups	None
Skill Management Create and manage agent skills & skill groups	None
User Management Invite and manage users in the account	None
Change User Role Allow user roles to be modified	No
Visibility of Captured Sentiment Manage the visibility of the customer’s sentiment captured in the agent console	Yes
Agent & Supervisor Experience
Standard Responses Create and manage standard responses	None
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	None
Survey Management Create and manage surveys	None
Agent Form Management Create and manage agent forms	None
Agent Form Data View View filled out agent forms and data	No
Disposition Management Create and manage dispositions	None
Reports Create, view and run reports	None
Interactions Access to interactions in Dashboard	Yes
Desktop Layout Creation Create custom desktop layouts in console	No
Desktop Layout Publishing Publish custom layouts for account wide use	No
Monitor Console Access to the monitor tab for live interactions	No
Queues and Agents Queues and Agents tab – for Admins and Supervisors	No
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	No
My Dashboard tab To access My Dashboard – for Agents	Yes
Dashboard Content Whose interactions should he have access to	Own
Direct Outward Dialing Users can make direct outward calls	No
Queue Visibility and Access Decide which queues are available for access in the Monitor	None
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Outbound Email User can make direct outward emails	No
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Queue Settings Create and manage queues	None
Transfer Routing Rules Configure global transfer rules for chat/voice	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real time coaching feature	None
Service Level – Configuration Manage the accessibility of service level feature	None
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
Automation
Use Case Management Create and manage FAQ and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	No
Automations Tab Access to automations tab and XO Platform	No
System
Language & Speech Control Manage ASR/TTS voice preferences	None
Channel Management Manage communication channels	None
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	None
WFM Configuration Management Can Manage WFM Configurations.	No
Outbound Dialer Configuration Setup and manage Outbound Dialer	No
Realtime SearchAssist Integration Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.	No
Agent Playbook – Configuration Manage the accessibility of agent playbook feature	None
AgentAssist settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching – Configuration Manage the accessibility of real-time coaching feature	None

User Management

Agent Settings
Modify global agent settings

Yes
No

Agent Status

Create and manage agent status types

View
None
Full Access

Role Management

Create and manage user roles and permissions

Yes

No

Agent Group Management

Create and manage agent groups

View
None
Full Access

Skill Management

Create and manage agent skills & skill groups

View
None
Full Access

User Management

Invite and manage users in the account

View
None
Full Access
View & Invite
Edit
Edit & Delete

Change User Role

Allow user roles to be modified

Yes

No

Visibility of Captured Sentiment

Manage the visibility of the customer’s sentiment captured in the agent console

Yes

No

Agent & Supervisor Experience

Standard Responses

Create and manage standard responses

View
None
Full Access

Agent Desktop Console

Access and use the agent desktop console

Yes

No

Widget Management

Create and manage custom widgets

Yes

No

Survey Management

Create and manage surveys

Yes

No

Agent Form Management

Create and manage agent forms

Yes

No

Agent Form Data View

View filled out agent forms and data

Yes

No

Disposition Management

Create and manage dispositions

Yes

No

Reports

Create, view and run reports

None
View & Run
Full Access

Interactions

Access to interactions in Dashboard

Yes

No

Desktop Layout Creation

Create custom desktop layouts in console

Yes

No

Desktop Layout Publishing

Publish custom layouts for account wide use

Yes

No

Monitor Console

Access to the monitor tab for live interactions

Yes

No

Queues and Agents

Queues and Agents tab – for Admins and Supervisors

Yes

No

Join Conversation

Allow user to join a conversation

Yes

No

Listen and Whisper Conversation

Allow user to listen and whisper to a conversation

Yes

No

My Dashboard tab

To access My Dashboard – for Agents

Note: Default permission will be Yes if the custom role has Join Conversation permission.

Yes

No

Dashboard Content

Whose interactions should he have access to

Own

All

Direct Outward Dialing

Users can make direct outward calls

Yes

No

Queue Visibility and Access

Decide which queues are available for access in the Monitor

Self

Internal Chat

Chat internally with others in the account

Yes

No

Audio calls in messaging conversations

Allow agents to add audio calls to a messaging interaction

Yes

No

Video calls in messaging conversations

Allow agents to add video calls to a messaging interaction

Yes

No

Outbound Email

User can make direct outward emails

Yes

No

Flows & Routing

Waiting Experience

Create and manage waiting experiences

View
None
Full Access

Hours of Operation

Create and manage hours of operation

View
None
Full Access

Flow Management

Create and manage experience flows

View
None
Full Access

Default Flows

No ability to manage default flow properties

Yes

No

Queue Settings

Create and manage queues

View
None
Full Access

Transfer Routing Rules

Configure global transfer rules for chat/voice

Yes

No

AgentAssist settings

Define AgentAssist Widgets accessibility to Agents

View
None
Full Access

Agent Coaching – Configuration

Manage the accessibility of real time coaching feature

View
None
Full Access

Service Level – Configuration

Manage the accessibility of service level feature

View
None
Full Access

Agent Playbook – Configuration

Manage the accessibility of agent playbook feature

None
Full Access

Automation

Use Case Management

Create and manage FAQ and conversations

Yes

No

Automations DashBoard

Access to automation metrics in Dashboard

Yes

No

Automations Tab

Access to automations tab and XO Platform

Yes

No

System

Language & Speech Control

Manage ASR/TTS voice preferences

Yes

No

Channel Management

Manage communication channels

Yes

No

Billing

Manage account level billing preferences

Yes

No

API

Manage API setup and configuration

Yes

No

WFM Configuration Management

Can Manage WFM Configurations.

Yes

No

Outbound Dialer Configuration

Setup and manage Outbound Dialer

Yes

No

Realtime SearchAssist Integration

Enables instant connection between AgentAI and SearchAssist for dynamic answer generation.

Yes

No

Agent Playbook – Configuration

Manage the accessibility of agent playbook feature

None

Full Access

AgentAssist settings

Define AgentAssist Widgets accessibility to Agents

View
None
Full Access

Agent Coaching – Configuration

Manage the accessibility of real-time coaching feature

View
None
Full Access

Custom Roles

You can create custom user roles within SmartAssist to suit your business needs. Unlike the default ones, custom user roles let you assign preferred permissions. You can add, edit, and delete custom roles if you have the Role Management permission set to Yes.

Add a New Role

To add a new role, follow these steps:

Click + New Role.
In the New Role window, fill out the following fields:
1. Role Name: This name is assigned to the user role across SmartAssist. For example, Experience Designer.
2. Description: Add other information on the role, responsibilities, or access level.
3. Permissions: Set the access permissions by selecting one of the available options within the dropdown next to each permission.
4. Click Save.

Clone a Role

An alternative way to add a new, custom role is to clone an existing one. You can clone both default and custom roles. By cloning, you create a copy of the original role, then adjust the role name, description, and permissions, and save the clone as a new role.

To clone a role:

Under the Actions column corresponding to the role you want to clone, click the More Options button. (⋯).
Select Clone Role.

Edit a Role

To edit an existing role, follow these steps:

Click the Edit icon under Actions for the role you want to update.
In the Edit Role window, make changes to the required fields and click Save.

Delete a Role

To delete a custom role, follow these steps:

Under the Actions column corresponding to the role you want to delete, click the More Options button. (⋯).
Select Delete.
You must confirm your choice. Click Yes to do so.

Alternatively, you can delete a custom role by editing it, then clicking the Delete button on the bottom left of the Edit Role window.

Notes:

You cannot delete default roles (Administrator, Supervisor, and Agent).
You cannot restore deleted roles.