Agent Role

The various actions assigned to the Agent role are listed in the following table:

Resource Name	Actions Permitted
Activity	Edit Subject, Create, Edit, Print, Complete, Unpin, Pull Activities, Pick Activities, Transfer Activities, Add Footer, Add Greeting, Add Attachment, Add Header, Assign Classifications, Add Signature, Pin, Send
Analytics	View My Analytics
Calltrack	Discard Email Transcript, Send Email Transcript, Service Calltrack Activities
Case	Edit, Print, Create Case, Close Case, Change Case
Categories	View
Chat	Block Visitor, Complete Chat Activity, Invite for Conference, Join Conference, Transfer Chat Activities, Pull Chat Activities
Cobrowse	Start or Join Cobrowse
Customer	Create, View, Edit, Delete, Change, Create Association, View Association, Edit Association, Delete Association, Create Contact Person, Edit Contact Person, Delete Contact Person, Create Contact Details, Edit Contact Details, Delete Contact Details,
Email	Send Email, Resubmit Supervised Emails, Reject Emails for Supervision, Send and Complete Email, Edit Reply Type, Edit From field, Edit Reply To field, Edit To field, Edit CC field, Edit BCC field, Accept Emails for Supervision
Email Attachment	Restore, Delete
Filter Folder (Inbox Folder)	Create, Delete
KB Folder	Delete Notes, View Personal Folder, Manage Bookmarks, Add Notes, Suggest Article, Delete Article, Edit Article, Delete Folder, Edit Folder, View Folder, Create Agent Personal Folders
Macros	View, Create, Edit, Delete
Notes	View, Add, Delete
Offer	Present Agent Offers
Preference Group	Edit
Product Catalog	View
Releases	Search, Make Suggestions
Resolution Codes	View
Routing Queue	View, Pull Activities, Transfer Activities
Saved Search (Global Search)	Create, Edit, Delete
Search Console	View
Social	Service Social Activities
System Resource (Agent Console)	View
Usage - Links	View, Execute
User	View, Pull Activities, Transfer Activities
Video Chat	Service Video Chat
Personal Dictionary	Create

The following actions have to be explicitly assigned to agents, if you want them to be able to do the associated tasks:

Resource Name	Actions Permitted
Search Result	Change Sentiment (This action allows agents to change the sentiment of social activities)
Customer	Allow Customer Sign Up (This action allows agents to send sign-up link invitations to customers from the agent console). For more information see About Customer Accounts.

The following table describes some of the important agent actions in detail:

Resource Name	Actions Permitted	Description
Activity	Create	Enables the Create activity button in the Main Inbox toolbar.
	Complete	Enables the Complete button in the Reply pane toolbar while working on email activities, tasks, or custom activities.
	Send and Complete	Enables the Send and complete button in the Reply pane toolbar while working on email activities.
	Pin	Enables the Pin option in the More button in the Main Inbox toolbar.
	Print	Enables the Print button in the following toolbars: The Main Inbox toolbar The Activity Body tab in the Activity pane of the Information area. The Case Details tab in the Case pane of the Information area. In the Results pane while conducting an Advanced Search. Note: In the Print window (which opens on clicking the Print button), only the Summary of activities assigned to me and Currently selected activity contents options are enabled. The Currently selected case contents is enabled only when the Print Case action is assigned to an agent.
	Unpin	Allows an agent to pull pinned activities from other agents.
	Pull Activities	Enable the Pull button in the Main Inbox toolbar. To be able to pull activities using this button, the agent needs: Pull Activities action for routing queues. Pull Activities permission on queues.
	Pick Activities	Enable the Pull Activities button in the Main Inbox toolbar. To be able to pull activities (other than chats) using this button, an agent needs: Pick Activities action for routing queues. Pick Activities action for users. Pick Activities permission on queues. Pick Activities permission on users.
	Transfer Activities	Enables the Transfer button in the Main Inbox toolbar, the Chat Inbox toolbar, and the Reply pane toolbar. To be able to transfer activities using this button, an agent needs: Transfer Activities action for routing queues. Transfer Activities action for users. Transfer Activities permission on queues. Transfer Activities permission on users.
	Assign Classification	Enables the Save button in the Classifications section of the Information area, so that agents can assign categories and resolution codes to activities.
	Edit	Allows an agent to edit the case details. Enables the Save button in the Case Details tab in the Case Pane of the Information area. The Case status field is enabled only if the agent has the Close Case action.
	Print	Enables the Print preview button in the following toolbars: The Main Inbox toolbar The toolbar in the Activity Body section of the information pane The toolbar in the Case Details section of the information pane The Search Console toolbar, while searching for cases Inbox Tree pane > My Work > Cases > My Cases > Open and Closed Note: In the Print Preview window (which opens on clicking the Print preview button), only the Currently selected case contents option is enabled. The Summary of activities assigned to me and Currently selected activity contents options are enabled only when the Print Activity action is assigned to an agent.
	Close Case	Allows an agent to close an open case. It enables the Close Case button in the Inbox pane toolbar (Inbox > Folders Tree > My Work > Cases > My Cases > Open). If the agent has the Edit case action, it also enables the Case status field in the Information pane > Case Details section.
	Change Case	Allows an agent to change the case of an activity and associate it with an existing case. It enables the Change Case button in the Information pane > Case Details section.
	Create Case	Allows an agent to create new cases. When a new case is created, the old case associated with the activity is closed and the activity is associated with the new case. It enables the Create Case button in the Information pane > Case Details section.
Chat	Complete Chat Activity	Enables the Complete button in the Chat pane toolbar.
	Leave Chat Activity	Enables the Leave button in the Chat pane toolbar. Allows an agent to leave a chat without completing the activity. The activity gets completed only when the customer closes the chat session.
	Pull Chat Activities	Allows an agent to pull chat activities from queues. To be able to pull chat activities the agent also needs: Pull Activities action for routing queues Pull Activities permission on queues
	Transfer Chat Activity	Enables the Transfer button in the Chat pane toolbar. Allows an agent to transfer chats to other agents, queues, and departments. To be able to transfer chats using this button, the agent needs: Transfer Activities action for routing queues Transfer Activities action for users Transfer Activities permission on queues Transfer Activities permission on users
Customer	Create	Allows agents to create new customers. It enables the Save button when an agent creates a new customer (by clicking the New Customer button) from the Information pane > Customer section. Agents can also create new customers while creating new activities. In the New Activity Window (which opens on clicking the Create Activity button in the Inbox pane toolbar), it displays the New option in the Customer field.
	Edit	Allows an agent to edit the details of a customer. It enables the Save button in the Information pane > Customer section toolbar.
	Delete	Allows an agent to delete a customer associated with an activity. It enables the Delete button in the Information pane > Customer section toolbar.
	Change Customer	Allows an agent to change the customer associated with an activity. Displays the Change Customer button in the Information pane > Customer section toolbar.
	Create Contact Person	Allows an agent to create a contact person for group and corporate customers. It enables the New button in the Information pane, Customer section toolbar when the Contact person node is selected. It is available for group and corporate customers only.
	Edit Contact Person	Allows an agent to edit the details of a contact person for group and corporate customers. It enables the Save button in the Information pane, Customer section toolbar when a contact person is selected.
	Delete Contact Person	Allows an agent to delete a contact person for group and corporate customers. It enables the Delete button in the Information pane, Customer section toolbar when a contact person is selected.
	Create Contact Details	Allows an agent to create contact details for a customer. It enables the New button in the Information pane > Customer section toolbar when the Contact details node is selected.
	Edit Contact Details	Allows an agent to edit the contact details of a customer. It enables the Save button in the Information pane > Customer section toolbar when a contact detail is selected.
	Delete Contact Details	Allows an agent to delete the contact details of a customer. It enables the Delete button in the Information pane > Customer section toolbar when a contact detail is selected.
	Create Association	Allows an agent to associate products, accounts, contracts, or other custom associations available in the system with a customer. It enables the New button in the Information pane > Customer section toolbar when an association is selected.
	Edit Association	Allows an agent to edit the associations associated with a customer. It enables the Save button in the Information pane > Customer section when an association is selected.
	Delete Association	Allows an agent to delete the associations associated with a customer. It enables the Delete button in the Information pane > Customer section when an association is selected.
Email	Send Email	Enables the Send button in the Reply pane toolbar.
Email attachment	Restore	It allows agents to restore blocked attachments. It enables the Restore button in the View Attachments window, which opens when an agent clicks the Attachment button in the Information pane > Activity Body section toolbar.
Email attachment	Delete	It allows agents to delete blocked attachments. Unblocked attachments cannot be deleted. It enables the Delete button in the View Attachments window, which opens when an agent clicks the Attachment button in the Information pane > Activity Body section toolbar.
Filter Folder (Inbox folder)	Create	Enables the New folder and Properties buttons in the Inbox Tree pane toolbar. Using these buttons, agents can create and edit search folders and personal folders in their inbox.
Filter Folder (Inbox folder)	Delete	Enables the Delete button in the Inbox Tree pane toolbar. Using this button, agents can delete search folders and personal folders from their inbox.
KB Folder	Suggest Article	Allows an agent to suggest articles to the Knowledge Base. Agents can suggest articles to only those folders, on which they have the Suggest Article permission. All agents have permissions to suggest articles in the following standard folders and it cannot be removed - headers, footers, greetings, signatures, quick links, quick responses and auto acknowledgements. If any folders are created under these standard folders, then administrators can select not to give Suggest Article permission on those folders. It enables the New article button in the Information pane > Knowledge Base section. The button is enabled only when the agent selects a folder on which he has the Suggest Article permission. It also allows the agent to suggest articles from the reply pane.
	View Folder	Allows agents to view Knowledge Base folders in the Information pane > Knowledge Base section. This action is assigned to all agents with the CIH Platform license and it cannot be removed. But, the view access to articles in a folder can be controlled by permissions. Agents can only view articles in the folders on which they have the View Folder permission. All agents have permissions to view articles in the following standard folders and it cannot be removed - headers, footers, greetings, signatures, quick links, quick responses, and auto acknowledgements. If any folders are created under these standard folders, then administrators can select not to give View Folder permission on those folders.
	View Personal Folder	Allows agents to create personal folders and articles. It displays the Personal folder in the Information pane, Knowledge Base section.
	Add Notes	Allows agents to view, delete, and add notes to the following types of Knowledge articles: personal articles, pending suggestions, and suggestions. It enables the Notes button.
Macro	View	Allows agents to view and use macros in emails, chats, tasks, phone logs, and custom activities. It enables the Add macro button in the reply pane.
Notes	View	Allows an agent to view notes associated with cases, activities, customers, and customer associations. It enables the View notes option in the Notes button in the following panes: Main Inbox toolbar Chat Inbox toolbar Reply pane Chat pane Information pane, in the following sections: Activity Body, Activity Details, Case Details, Customer History, and Customer.
	Add	Allows an agent to add notes to cases, activities, customers, and customer associations. It enables the Add notes option in the Notes button in the following panes: Main Inbox Chat Inbox Reply pane Chat pane Information pane, in the following sections: Activity Body, Activity Details, Case Details, Customer History, and Customer. If an agent has the View Notes action, it also enables the Add button in the View Notes window. The View Notes window can be accessed by selecting the View notes option in the Notes button in the following panes: Main Inbox Chat Inbox Reply pane Chat pane Information pane, in the following sections: Activity Body, Activity Details, Case Details, Customer History, and Customer.
	Delete	Allows an agent to delete the notes associated with cases, activities, customers, and customer associations. It enables the Delete button in the View Notes window. The View Notes window can be accessed by selecting the View notes option in the Notes button in the following panes: Main Inbox Chat Inbox Reply pane Chat pane Information pane, in the following sections: Activity Body, Activity Details, Case Details, Customer History, and Customer. The View Notes window can only be accessed by agents with the View Notes action.
Routing Queue	Pull Activities	Allows agents to pull activities from routing queues. To be able to pull activities from queues, an agent needs: Pull Next Activities or Pull Selected Activities action for activities Pull Activities permission on routing queues For chats, the following action is also required: Pull Next Chat Activity action for chats
Routing Queue	Transfer Activities	Allows agents to transfer activities to routing queues. To be able to transfer activities to queues, an agent needs: Transfer Activities action for activities Transfer Activities permission on queues
Search Console	View Search Console	Allows agents to access the Search Console and run searches for objects in the system, such as cases, activities, or customers.
System Resource	View Agent Console	Allows an agent to access the Advisor Desktop.
Usage links	Execute	This action enables the Execute and Add results to reply buttons in the Links section of the Information pane. These buttons are enabled only if the agent has Execute permission on at least one usage link.
User	Pull Activities	Allows agents to pull activities from other agents. To be able to pull activities from other agents, an agent needs: Pull Selected Activities action for activities Pull Activities permission on users
User	Transfer Activities	Allows agents to transfer activities to other agents. To be able to transfer activities to other agents, an agent needs: Transfer Activities action for activities Transfer Activities permission on users

Agent Role

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