About Users
A user is an individual — an administrator, manager, or agent — who has a distinct identification with which they log in to the application to perform specific functions. Users are assigned roles and permissions, which enable them to perform various tasks. To make it easier to administer a large number of users, users can be organized into named groups.
Partition Administrator: The first business user, created during installation is the Partition Administrator. Assigned the Partition Administrator role, this user manages partition users and settings and creates more partition users as well as one or more department-level users to manage department resources.
Users can be created at the following levels:
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Partition level user: This user is typically the system administrator of the system who manages the business partition resources, apps, departments, etc.
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Department level users: Department level users have many different types of functions in the system. For example, the administrator manages resources such as chat infrastructure, email infrastructure, etc, while the agents handle customer interactions such as chat, emails, phone calls, etc.
Types of Department Users
The following table describes the licenses, roles, permissions, and explicit actions that need to be assigned to users:
|
Users |
Licenses |
Roles |
Explicit Actions |
Permissions |
|---|---|---|---|---|
|
Administrator |
CIH Platform and MailPlus: For managing emails and using Solve ChatPlus: For managing chat and using Solve |
Administrator |
Archive-Purge |
Users: Own, View, Edit, and Delete User Group: Own group, View group, Edit group, Delete group, Own user, View user, Edit user, and Delete user Routing Queues: Own, View, Edit, and Delete Usage Links: Own, View, Edit, and Delete KB Folder: View Folder Reports: View, Run, Edit, Delete, Schedule |
|
Agent |
CIH Platform and MailPlus: For working on email activities and using Solve ChatPlus: For working on chat activities and using Solve CallTrackPlus: For working on CallTrack activities and using Solve CobrowsePlus: For working on Cobrowse activities Knowledge+AI: For accessing guided help on self-service portals |
Agent |
- |
KB Folders: View folder, Suggest article Users: View, Transfer activities, and Pull activities User Groups: View, Transfer activities, and Pull activities Routing queues: View, Transfer activities, and Pull activities Data usage links: View and Execute
|
|
Author |
CIH Platform |
Author |
Portal - Import Portal - Launch all Knowledge Promotions Portal - Launch a Knowledge Promotion Portal - Generate Sitemap Knowledge Console - Export Related Questions Knowledge Console - Export Translations Knowledge Console - Import Translations Knowledge Folders: Reset Lock Article Template: View, Create, Edit, Delete Article Type Folder: View, Create, Edit, Delete Knowledge Workflow: View, Create, Edit, Delete Manage Stage: View, Create, Edit, Delete Usage Links - View Usage Links - Execute |
Permission on KB folders. Permissions on queues for bookmarking articles for queues. Permissions on data usage links to be able to add links in the KB content and be able to execute them. |
|
Knowledge Manager |
CIH Platform |
Knowledge Manager |
Portal - Import Portal - Launch all Knowledge Promotions Portal - Launch a Knowledge Promotion Portal - Generate Sitemap Knowledge Console - Export Related Questions Knowledge Console - Export Translations Knowledge Console - Import Translations KB Folders - Reset Lock Usage Links - View Usage Links - Execute |
Permission on KB folders. Permissions on queues for bookmarking articles for queues. Permissions on data usage links to be able to add links in the KB content and be able to execute them. |
|
Social Media Manager |
CIH Platform |
Social Media Manager, Agent, Author |
- |
No permissions are needed to work in the Social Console. |
|
Offers Manager |
CIH Platform |
Offer Manager |
- |
No permissions are needed to manage offers from the Offers Console. |
|
Supervisor |
CIH Platform |
Supervisor |
- |
- |
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