Roles Management

Under roles management (Privileges Groups), you can create a new group of roles, update selected groups, and delete selected groups. You can select this group of roles when adding a new user to determine their access to the agent or admin portal according to these roles.

Tip

You can export all privileges groups in CSV, Excel, or PDF format.

How can I access roles management (privileges groups)?

To access roles management section, follow these steps:

Click on the User Management drop-down in the left side panel.
Select "Privileges Groups" from the drop-down.
A new page will appear displaying a list of all groups.

Tip

You can search for any group by typing the group name in the search box to view the matched results.

Add Role

You can add a new group by clicking on the "" icon on the main page of the privileges groups management and filling in the following fields:

Group Name: Use this field to add a friendly name for this group, such as "Admin Group" or "Agent Group".

Then, you need to select which portal to link with this group. There are two portals:

Administration Portal: Select roles for accessing the administration portal, such as managers.
Agent Portal: Select roles for accessing the agent portal, such as agents or supervisors.

Administration Portal Roles

Role	Description
About System View Only	Allows viewing of system information.
Auto Reports Add with View	Allows adding and viewing auto-generated reports.
Auto Reports Delete with View	Allows deleting and viewing auto-generated reports.
Auto Reports View Only	Allows viewing of auto-generated reports.
Change Password	Allows the user to change their password.
Customer Form Add with View	Allows adding and viewing customer forms.
Customer Form Delete with View	Allows deleting and viewing customer forms.
Customer Form Update with View	Allows updating and viewing customer forms.
Customer Form View Only	Allows viewing customer forms.
Dashboard	Allows access to the dashboard stats.
Privilege Groups Add with View	Allows adding and viewing privilege groups.
Privilege Groups Delete with View	Allows deleting and viewing privilege groups.
Privilege Groups Update with View	Allows updating and viewing privilege groups.
Privilege Groups View Only	Allows viewing privilege groups.
Routing Rule Add with View	Allows adding and viewing routing rules.
Routing Rule Delete with View	Allows deleting and viewing routing rules.
Routing Rule Update with View	Allows updating and viewing routing rules.
Routing Rule View Only	Allows viewing routing rules.
Skill Add with View	Allows adding and viewing skills.
Skill Delete with View	Allows deleting and viewing skills.
Skill Update with View	Allows updating and viewing skills.
Skill View Only	Allows viewing skills.
System Settings Update with View	Allows updating and viewing system settings.
System Settings View Only	Allows viewing system settings.
Team Add with View	Allows adding and viewing teams.
Team Delete with View	Allows deleting and viewing teams.
Team Update with View	Allows updating and viewing teams.
Team View Only	Allows viewing teams.
Users Add with View	Allows adding and viewing users.
Users Delete with View	Allows deleting and viewing users.
Users Update with View	Allows updating and viewing users.
Users View Only	Allows viewing users.

Finally, click on "Save" to add the role to the system.