GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

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:

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

Default Roles

The default roles available within SmartAssist as the following:

  1. Administrator: Users assigned to the Administrator role have full access to and control over all areas of the application.
  2. Supervisor: Users assigned to the Supervisor role have operations management access.
  3. 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
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
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
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
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
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
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
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
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
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

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

My Dashboard tab

To access My Dashboard – for Agents

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

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:

  1. Click + New Role.

  2. 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:

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

Edit a Role

To edit an existing role, follow these steps:

  1. Click the Edit icon under Actions for the role you want to update.

  2. 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:

  1. Under the Actions column corresponding to the role you want to delete, click the More Options button. (⋯).
  2. Select Delete.
  3. 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:

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

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:

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

Default Roles

The default roles available within SmartAssist as the following:

  1. Administrator: Users assigned to the Administrator role have full access to and control over all areas of the application.
  2. Supervisor: Users assigned to the Supervisor role have operations management access.
  3. 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
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
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
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
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
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
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
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
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
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

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

My Dashboard tab

To access My Dashboard – for Agents

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

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:

  1. Click + New Role.

  2. 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:

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

Edit a Role

To edit an existing role, follow these steps:

  1. Click the Edit icon under Actions for the role you want to update.

  2. 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:

  1. Under the Actions column corresponding to the role you want to delete, click the More Options button. (⋯).
  2. Select Delete.
  3. 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:

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