Manage Role and Permissions¶
The XO Platform 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 Users section on the left menu by going to Manage > Users > 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 XO Platform.
- Actions: Let you edit 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: Displays the date when the role was last updated.
Default Roles¶
The default roles available within the XO Platform as the following:
- App Owner: Users assigned to the App Owner role have full access to and control over the app definition.
- App Developer: Users assigned to the App Developer role have co-developer access.
- App Tester: Users assigned to the App Tester role have read-only access to the app definition.
- 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 the XO Platform 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.
APP OWNER¶
Automation | |
Tasks
Create and manage dialog, action, alert, information, and flow tasks. |
Full Access |
Natural Language
Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds. |
Full Access |
Knowledge Graph
Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class) |
Full Access |
Testing
Manage Batch Testing and Conversation Testing. |
Full Access |
Bot Developers
Manage Bot Owners and co-developers of a bot. |
Full Access |
Bot Settings
Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc. |
Full Access |
Dashboard
View and export dashboard data |
Yes |
Custom Dashboards
Manage custom dashboards, widgets, and definitions |
Full Access |
Storyboard
View and Create Scenes |
Full Access |
Bot Builder API Scopes
Manage API Scopes for accessing various platform APIs. |
Yes |
Integrations & Extensions
Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc. |
Yes |
Publish bot
Raise request to publish the bot |
Yes |
Bot Analytics
View and export bot Analytics |
Yes |
Bot Import
Upgrade a bot by importing a new bot definition file or restoring a version |
Yes |
IntentDiscovery
Manage Intent Discovery |
Full Access |
Use Case Management
Create and manage FAQs and conversations |
Full Access |
Automations DashBoard
Access to automation metrics in Dashboard |
Yes |
Automations Tab
Access to the automations tab and XO Platform |
Yes |
Flows & Routing | |
Waiting Experience
Create and manage waiting experiences |
Full Access |
Hours of Operation
Create and manage hours of operation |
Full Access |
Queue Settings
Create and manage queues |
Full Access |
Flow Management
Create and manage experience flows |
Full Access |
Default Flows
No ability to manage default flow properties |
Full Access |
Transfer Routing Rules
Configure global transfer rules for chat/voice |
Full Access |
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 |
Service Level - Configuration
Manage the accessibility of service level feature |
Full Access |
User Management | |
Agent Status
Create and manage agent status types |
Full Access |
Agent Settings
Modify global agent settings |
Full Access |
Skill Management
Create and manage agent skills & skill groups |
Full Access |
Visibility of Captured Sentiment
Manage the visibility of the customer's sentiment captured in the agent console |
Yes |
Agent Group Management
Create and manage agent groups |
Full Access |
Change User Role
Allow user roles to be modified |
Yes |
Agent & Supervisor Experience | |
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 |
Disposition Management
Create and manage dispositions |
Full Access |
Interactions
Access to interactions in the Dashboard |
Yes |
Access to each agent's personal dashboard
Define My Dashboard accessibility to Agents |
No |
Standard Responses
Create and manage standard responses |
Full Access |
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 |
Access to Agent metrics in the Dashboard
Access to dashboard |
Yes |
Secure Form Management
Create and manage secure forms |
Full Access |
Secure Form Data View
View filled-out secure forms and data |
Yes |
Desktop Layout Creation
Create custom desktop layouts in the console |
Yes |
Desktop Layout Publishing
Publish custom layouts for account-wide use |
Yes |
Monitor Console
Access to the monitor tab for live interactions |
Yes |
Reports
Create, view, and run reports |
Full Access |
Join Conversation
Allow user to join a conversation |
Yes |
Voice Campaigns
Access to Voice campaigns under Campaigns module |
Full Access |
Proactive Web Campaigns
Access to Proactive Web campaigns under Campaigns module |
Full Access |
SMS Campaigns
Access to SMS campaigns under the Campaigns module |
Full Access |
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 |
Dashboard Content
Whose interactions should he have access to |
All |
Outbound Email
Make outbound emails if enabled for the account |
Yes |
System | |
Channel Management
Manage communication channels |
Full Access |
Billing
Manage account-level billing preferences |
Full Access |
API
Manage API setup and configuration |
Full Access |
Language & Speech Control
Manage ASR/TTS voice preferences |
Full Access |
WFM Configuration Management
Can Manage WFM Configurations. |
Yes |
Other Modules | |
Answers Module
Allow users to Access and Manage Answers Module |
Yes |
Campaign Module
Allow users to Access and Manage the Campaigns Module |
Yes |
AgentAI Module
Allow user to Access and Manage AgentAI Module |
Yes |
Auto QA
Enable and Disable access for Auto QA |
Full Access |
Conversational Intelligence
Configuration and view access to conversational Intelligence |
Full Access |
Evaluation Forms and Metrics
Creation and edit access to evaluation forms and evaluation metrics |
Full Access |
Audit Allocation creation
Access to create and assign interactions for audit to other users |
Full Access |
QA Functionalities Access
Access to scored interactions, submit audits & QA dashboard |
Full Access |
Agent Scorecards & Attributes
Access to agent scorecards & interactions |
Full Access |
Agent Dashboard
Access to agent dashboard |
No |
APP DEVELOPER¶
Automation | |
Tasks
Create and manage dialog, action, alert, information, and flow tasks. |
Full Access |
Natural Language
Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds. |
Full Access |
Knowledge Graph
Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class) |
Full Access |
Testing
Manage Batch Testing and Conversation Testing. |
Full Access |
Bot Developers
Manage Bot Owners and co-developers of a bot. |
View |
Bot Settings
Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc. |
Full Access |
Dashboard
View and export dashboard data |
Yes |
Custom Dashboards
Manage custom dashboards, widgets, and definitions |
Full Access |
Storyboard
View and Create Scenes |
Full Access |
Bot Builder API Scopes
Manage API Scopes for accessing various platform APIs. |
Yes |
Integrations & Extensions
Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc. |
Yes |
Publish bot
Raise request to publish the bot |
Yes |
Bot Analytics
View and export bot Analytics |
Yes |
Bot Import
Upgrade a bot by importing a new bot definition file or restoring a version |
Yes |
IntentDiscovery
Manage Intent Discovery |
Full Access |
Use Case Management
Create and manage FAQs and conversations |
Full Access |
Automations DashBoard
Access to automation metrics in Dashboard |
Yes |
Automations Tab
Access to the automations tab and XO Platform |
Yes |
Flows & Routing | |
Waiting Experience
Create and manage waiting experiences |
Full Access |
Hours of Operation
Create and manage hours of operation |
Full Access |
Queue Settings
Create and manage queues |
Full Access |
Flow Management
Create and manage experience flows |
Full Access |
Default Flows
No ability to manage default flow properties |
Full Access |
Transfer Routing Rules
Configure global transfer rules for chat/voice |
Full Access |
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 |
Service Level - Configuration
Manage the accessibility of service level feature |
Full Access |
User Management | |
Agent Status
Create and manage agent status types |
Full Access |
Agent Settings
Modify global agent settings |
Full Access |
Skill Management
Create and manage agent skills & skill groups |
Full Access |
Visibility of Captured Sentiment
Manage the visibility of the customer's sentiment captured in the agent console |
Yes |
Agent Group Management
Create and manage agent groups |
Full Access |
Change User Role
Allow user roles to be modified |
Yes |
Agent & Supervisor Experience | |
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 |
Disposition Management
Create and manage dispositions |
Full Access |
Interactions
Access to interactions in the Dashboard |
Yes |
Access to each agent's personal dashboard
Define My Dashboard accessibility to Agents |
No |
Standard Responses
Create and manage standard responses |
Full Access |
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 |
Access to Agent metrics in the Dashboard
Access to dashboard |
Yes |
Secure Form Management
Create and manage secure forms |
Full Access |
Secure Form Data View
View filled-out secure forms and data |
Yes |
Desktop Layout Creation
Create custom desktop layouts in the console |
Yes |
Desktop Layout Publishing
Publish custom layouts for account-wide use |
Yes |
Monitor Console
Access to the monitor tab for live interactions |
Yes |
Reports
Create, view, and run reports |
Full Access |
Join Conversation
Allow user to join a conversation |
Yes |
Voice Campaigns
Access to Voice campaigns under Campaigns module |
Full Access |
Proactive Web Campaigns
Access to Proactive Web campaigns under Campaigns module |
Full Access |
SMS Campaigns
Access to SMS campaigns under the Campaigns module |
Full Access |
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 |
Dashboard Content
Whose interactions should he have access to |
All |
Outbound Email
Make outbound emails if enabled for the account |
Yes |
System | |
Channel Management
Manage communication channels |
Full Access |
Billing
Manage account-level billing preferences |
Full Access |
API
Manage API setup and configuration |
Full Access |
Language & Speech Control
Manage ASR/TTS voice preferences |
Full Access |
WFM Configuration Management
Can Manage WFM Configurations. |
Yes |
Other Modules | |
Answers Module
Allow users to Access and Manage Answers Module |
Yes |
Campaign Module
Allow users to Access and Manage the Campaigns Module |
Yes |
AgentAI Module
Allow user to Access and Manage AgentAI Module |
Yes |
Auto QA
Enable and Disable access for Auto QA |
No |
Conversational Intelligence
Configuration and view access to conversational Intelligence |
No |
Evaluation Forms and Metrics
Creation and edit access to evaluation forms and evaluation metrics |
No |
Audit Allocation creation
Access to create and assign interactions for audit to other users |
No |
QA Functionalities access
Access to scored interactions, submit audits & QA dashboard |
No |
APP TESTER¶
Automation | ||
Tasks
Create and manage dialog, action, alert, information, and flow tasks. |
View | |
Natural Language
Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds. |
View | |
Knowledge Graph
Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class) |
View | |
Testing
Manage Batch Testing and Conversation Testing. |
View | |
Bot Developers
Manage Bot Owners and co-developers of a bot. |
View | |
Bot Settings
Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc. |
No | |
Dashboard
View and export dashboard data |
Yes | |
Custom Dashboards
Manage custom dashboards, widgets, and definitions |
View | |
Storyboard
View and Create Scenes |
View | |
Bot Builder API Scopes
Manage API Scopes for accessing various platform APIs. |
No | |
Integrations & Extensions
Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc. |
No | |
Publish bot
Raise request to publish the bot |
No | |
Bot Analytics
View and export bot Analytics |
Yes | |
Bot Import
Upgrade a bot by importing a new bot definition file or restoring a version |
No | |
IntentDiscovery
Manage Intent Discovery |
Full Access | |
Use Case Management
Create and manage FAQs and conversations |
Full Access | |
Automations DashBoard
Access to automation metrics in Dashboard |
Yes | |
Automations Tab
Access to the automations tab and XO Platform |
Yes | |
Flows & Routing | ||
Waiting Experience
Create and manage waiting experiences |
Full Access | |
Hours of Operation
Create and manage hours of operation |
Full Access | |
Queue Settings
Create and manage queues |
Full Access | |
Flow Management
Create and manage experience flows |
Full Access | |
Default Flows
No ability to manage default flow properties |
Full Access | |
Transfer Routing Rules
Configure global transfer rules for chat/voice |
Full Access | |
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 | |
Service Level - Configuration
Manage the accessibility of service level feature |
Full Access | |
User Management | ||
Agent Status
Create and manage agent status types |
Full Access | |
Agent Settings
Modify global agent settings |
Full Access | |
Skill Management
Create and manage agent skills & skill groups |
Full Access | |
Visibility of Captured Sentiment
Manage the visibility of the customer's sentiment captured in the agent console |
Yes | |
Agent Group Management
Create and manage agent groups |
Full Access | |
Change User Role
Allow user roles to be modified |
Yes | |
Agent & Supervisor Experience | ||
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 | |
Disposition Management
Create and manage dispositions |
Full Access | |
Interactions
Access to interactions in the Dashboard |
Yes | |
Access to each agent's personal dashboard
Define My Dashboard accessibility to Agents |
No | |
Standard Responses
Create and manage standard responses |
Full Access | |
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 | |
Access to Agent metrics in the Dashboard
Access to dashboard |
Yes | |
Secure Form Management
Create and manage secure forms |
Full Access | |
Secure Form Data View
View filled-out secure forms and data |
Yes | |
Desktop Layout Creation
Create custom desktop layouts in the console |
Yes | |
Desktop Layout Publishing
Publish custom layouts for account-wide use |
Yes | |
Monitor Console
Access to the monitor tab for live interactions |
Yes | |
Reports
Create, view, and run reports |
Full Access | |
Join Conversation
Allow user to join a conversation |
Yes | |
Voice Campaigns
Access to Voice campaigns under Campaigns module |
None | |
Proactive Web Campaigns
Access to Proactive Web campaigns under Campaigns module |
None | |
SMS Campaigns
Access to SMS campaigns under the Campaigns module |
None | |
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 | |
Dashboard Content
Whose interactions should he have access to |
All | |
Outbound Email
Make outbound emails if enabled for the account |
No | |
System | ||
Channel Management
Manage communication channels |
Full Access | |
Billing
Manage account-level billing preferences |
Full Access | |
API
Manage API setup and configuration |
Full Access | |
Language & Speech Control
Manage ASR/TTS voice preferences |
Full Access | |
WFM Configuration Management
Can Manage WFM Configurations. |
Yes | |
Other Modules | ||
Answers Module
Allow users to Access and Manage Answers Module |
Yes | |
Campaign Module
Allow users to Access and Manage the Campaigns Module |
No | |
AgentAI Module
Allow user to Access and Manage AgentAI Module |
Yes | |
Auto QA
Enable and Disable access for Auto QA |
No | |
Conversational Intelligence
Configuration and view access to conversational Intelligence |
No | |
Evaluation Forms and Metrics
Creation and edit access to evaluation forms and evaluation metrics |
No | |
Audit Allocation creation
Access to create and assign interactions for audit to other users |
No | |
QA Functionalities access
Access to scored interactions, submit audits & QA dashboard |
No | Yes |
Agent Dashboard
Access to agent dashboard |
No |
SUPERVISOR¶
Automation | |
Tasks
Create and manage dialog, action, alert, information, and flow tasks. |
No |
Natural Language
Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds. |
No |
Knowledge Graph
Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class) |
No |
Testing
Manage Batch Testing and Conversation Testing. |
No |
Bot Developers
Manage Bot Owners and co-developers of a bot. |
No |
Bot Settings
Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc. |
No |
Dashboard
View and export dashboard data |
No |
Custom Dashboards
Manage custom dashboards, widgets, and definitions |
No |
Storyboard
View and Create Scenes |
No |
Bot Builder API Scopes
Manage API Scopes for accessing various platform APIs. |
No |
Integrations & Extensions
Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc. |
No |
Publish bot
Raise request to publish the bot |
No |
Bot Analytics
View and export bot Analytics |
No |
Bot Import
Upgrade a bot by importing a new bot definition file or restoring a version |
No |
IntentDiscovery
Manage Intent Discovery |
No |
Use Case Management
Create and manage FAQs and conversations |
None |
Automations DashBoard
Access to automation metrics in Dashboard |
Yes |
Automations Tab
Access to the automations tab and XO Platform |
No |
Flows & Routing | |
Waiting Experience
Create and manage waiting experiences |
None |
Hours of Operation
Create and manage hours of operation |
None |
Queue Settings
Create and manage queues |
Full Access |
Flow Management
Create and manage experience flows |
None |
Default Flows
No ability to manage default flow properties |
None |
Transfer Routing Rules
Configure global transfer rules for chat/voice |
None |
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 |
Service Level - Configuration
Manage the accessibility of service level feature |
Full Access |
User Management | |
Agent Status
Create and manage agent status types |
Full Access |
Agent Settings
Modify global agent settings |
Full Access |
Skill Management
Create and manage agent skills & skill groups |
Full Access |
Visibility of Captured Sentiment
Manage the visibility of the customer's sentiment captured in the agent console |
Yes |
Agent Group Management
Create and manage agent groups |
Full Access |
Change User Role
Allow user roles to be modified |
Yes |
Agent & Supervisor Experience | |
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 |
Disposition Management
Create and manage dispositions |
None |
Interactions
Access to interactions in the Dashboard |
Yes |
Access to each agent's personal dashboard
Define My Dashboard accessibility to Agents |
No |
Standard Responses
Create and manage standard responses |
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 |
Access to Agent metrics in the Dashboard
Access to dashboard |
Yes |
Secure Form Management
Create and manage secure forms |
Full Access |
Secure Form Data View
View filled-out secure forms and data |
Yes |
Desktop Layout Creation
Create custom desktop layouts in the console |
Yes |
Desktop Layout Publishing
Publish custom layouts for account-wide use |
Yes |
Monitor Console
Access to the monitor tab for live interactions |
Yes |
Reports
Create, view, and run reports |
Full Access |
Join Conversation
Allow user to join a conversation |
Yes |
Voice Campaigns
Access to Voice campaigns under Campaigns module |
Full Access |
Proactive Web Campaigns
Access to Proactive Web campaigns under Campaigns module |
Full Access |
SMS Campaigns
Access to SMS campaigns under the Campaigns module |
Full Access |
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 |
Dashboard Content
Whose interactions should he have access to |
All |
Outbound Email
Make outbound emails if enabled for the account |
Yes |
System | |
Channel Management
Manage communication channels |
None |
Billing
Manage account-level billing preferences |
None |
API
Manage API setup and configuration |
None |
Language & Speech Control
Manage ASR/TTS voice preferences |
Full Access |
WFM Configuration Management
Can Manage WFM Configurations. |
No |
Other Modules | |
Answers Module
Allow users to Access and Manage Answers Module |
No |
Campaign Module
Allow users to Access and Manage the Campaigns Module |
Yes |
AgentAI Module
Allow user to Access and Manage AgentAI Module |
No |
Auto QA
Enable and Disable access for Auto QA |
No |
Conversational Intelligence
Configuration and view access to conversational Intelligence |
View |
Evaluation Forms and Metrics
Creation and edit access to evaluation forms and evaluation metrics |
Full Access |
Audit Allocation creation
Access to create and assign interactions for audit to other users |
Full Access |
QA Functionalities access
Access to scored interactions, submit audits & QA dashboard |
Full Access |
Agent Scorecards & Attributes
Access to agent scorecards & interactions |
Full Access |
Agent Dashboard
Access to agent dashboard |
No |
AGENT¶
Automation | |
Tasks
Create and manage dialog, action, alert, information, and flow tasks. |
No |
Natural Language
Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds. |
No |
Knowledge Graph
Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class) |
No |
Testing
Manage Batch Testing and Conversation Testing. |
No |
Bot Developers
Manage Bot Owners and co-developers of a bot. |
No |
Bot Settings
Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc. |
No |
Dashboard
View and export dashboard data |
No |
Custom Dashboards
Manage custom dashboards, widgets, and definitions |
No |
Storyboard
View and Create Scenes |
No |
Bot Builder API Scopes
Manage API Scopes for accessing various platform APIs. |
No |
Integrations & Extensions
Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc. |
No |
Publish bot
Raise request to publish the bot |
No |
Bot Analytics
View and export bot Analytics |
No |
Bot Import
Upgrade a bot by importing a new bot definition file or restoring a version |
No |
IntentDiscovery
Manage Intent Discovery |
No |
Use Case Management
Create and manage FAQs and conversations |
None |
Automations DashBoard
Access to automation metrics in Dashboard |
No |
Automations Tab
Access to the automations tab and XO Platform |
No |
Flows & Routing | |
Waiting Experience
Create and manage waiting experiences |
None |
Hours of Operation
Create and manage hours of operation |
None |
Queue Settings
Create and manage queues |
None |
Flow Management
Create and manage experience flows |
None |
Default Flows
No ability to manage default flow properties |
None |
Transfer Routing Rules
Configure global transfer rules for chat/voice |
None |
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 |
Service Level - Configuration
Manage the accessibility of service level feature |
None |
User Management | |
Agent Status
Create and manage agent status types |
None |
Agent Settings
Modify global agent settings |
None |
Skill Management
Create and manage agent skills & skill groups |
None |
Visibility of Captured Sentiment
Manage the visibility of the customer's sentiment captured in the agent console |
Yes |
Agent Group Management
Create and manage agent groups |
None |
Change User Role
Allow user roles to be modified |
No |
Agent & Supervisor Experience | |
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 |
Disposition Management
Create and manage dispositions |
None |
Interactions
Access to interactions in the Dashboard |
Yes |
Access to each agent's personal dashboard
Define My Dashboard accessibility to Agents |
Yes |
Standard Responses
Create and manage standard responses |
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 |
Access to Agent metrics in the Dashboard
Access to dashboard |
Yes |
Secure Form Management
Create and manage secure forms |
None |
Secure Form Data View
View filled-out secure forms and data |
No |
Desktop Layout Creation
Create custom desktop layouts in the console |
No |
Desktop Layout Publishing
Publish custom layouts for account-wide use |
No |
Monitor Console
Access to the monitor tab for live interactions |
No |
Reports
Create, view, and run reports |
None |
Join Conversation
Allow user to join a conversation |
No |
Voice Campaigns
Access to Voice campaigns under Campaigns module |
None |
Proactive Web Campaigns
Access to Proactive Web campaigns under Campaigns module |
None |
SMS Campaigns
Access to SMS campaigns under the Campaigns module |
None |
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 |
Dashboard Content
Whose interactions should he have access to |
Own |
Outbound Email
Make outbound emails if enabled for the account |
No |
System | |
Channel Management
Manage communication channels |
None |
Billing
Manage account-level billing preferences |
None |
API
Manage API setup and configuration |
None |
Language & Speech Control
Manage ASR/TTS voice preferences |
None |
WFM Configuration Management
Can Manage WFM Configurations. |
No |
Other Modules | |
Answers Module
Allow users to Access and Manage Answers Module |
No |
Campaign Module
Allow users to Access and Manage the Campaigns Module |
No |
AgentAI Module
Allow user to Access and Manage AgentAI Module |
No |
Auto QA
Enable and Disable access for Auto QA |
No |
Conversational Intelligence
Configuration and view access to conversational Intelligence |
No |
Evaluation Forms and Metrics
Creation and edit access to evaluation forms and evaluation metrics |
No |
Audit Allocation creation
Access to create and assign interactions for audit to other users |
No |
QA Functionalities access
Access to scored interactions, submit audits & QA dashboard |
No | Agent Scorecards & Attributes
Access to agent scorecards & interactions |
No |
Agent Dashboard
Access to agent dashboard |
Full |
CUSTOM ROLE¶
Automation | |
Tasks
Create and manage dialog, action, alert, information, and flow tasks. |
Full Access
View No |
Natural Language
Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds. |
Full Access
View No |
Knowledge Graph
Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class) |
Full Access
View No |
Testing
Manage Batch Testing and Conversation Testing. |
Full Access
View No |
Bot Developers
Manage Bot Owners and co-developers of a bot. |
Full Access
View No |
Bot Settings
Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc. |
Full Access
View No |
Dashboard
View and export dashboard data |
Yes
No |
Custom Dashboards
Manage custom dashboards, widgets, and definitions |
Full Access
View No |
Storyboard
View and Create Scenes |
Full Access
View No |
Bot Builder API Scopes
Manage API Scopes for accessing various platform APIs. |
Yes
No |
Integrations & Extensions
Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc. |
Yes
No |
Publish bot
Raise request to publish the bot |
Yes
No |
Bot Analytics
View and export bot Analytics |
Yes
No |
Bot Import
Upgrade a bot by importing a new bot definition file or restoring a version |
Yes
No |
IntentDiscovery
Manage Intent Discovery |
Full Access
View No |
Use Case Management
Create and manage FAQs and conversations |
View
None Full Access |
Automations DashBoard
Access to automation metrics in Dashboard |
Yes
No |
Automations Tab
Access to the automations tab and XO Platform |
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 |
Queue Settings
Create and manage queues |
View
None Full Access |
Flow Management
Create and manage experience flows |
View
None Full Access |
Default Flows
No ability to manage default flow properties |
View
None Full Access |
Transfer Routing Rules
Configure global transfer rules for chat/voice |
View
None Full Access |
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 |
Service Level - Configuration
Manage the accessibility of service level feature |
View
None Full Access |
User Management | |
Agent Status
Create and manage agent status types |
View
None Full Access |
Agent Settings
Modify global agent settings |
View
None Full Access |
Skill Management
Create and manage agent skills & skill groups |
View
None Full Access |
Visibility of Captured Sentiment
Manage the visibility of the customer's sentiment captured in the agent console |
Yes
No |
Agent Group Management
Create and manage agent groups |
View
None Full Access |
Change User Role
Allow user roles to be modified |
Yes
No |
Agent & Supervisor Experience | |
Agent Desktop Console
Access and use the agent desktop console |
Yes
No |
Widget Management
Create and manage custom widgets |
View
None Full Access |
Survey Management
Create and manage surveys |
View
None Full Access |
Disposition Management
Create and manage dispositions |
View
None Full Access |
Interactions
Access to interactions in the Dashboard |
Yes
No |
Access to each agent's personal dashboard
Define My Dashboard accessibility to Agents |
Yes
No |
Standard Responses
Create and manage standard responses |
View
None Full Access |
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 |
Access to Agent metrics in the Dashboard
Access to dashboard |
Yes
No |
Secure Form Management
Create and manage secure forms |
View
None Full Access |
Secure Form Data View
View filled-out secure forms and data |
Yes
No |
Desktop Layout Creation
Create custom desktop layouts in the 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 |
Reports
Create, view, and run reports |
None
View & Run Full Access |
Join Conversation
Allow user to join a conversation |
Yes
No |
Voice Campaigns
Access to Voice campaigns under Campaigns module |
View
None Full Access |
Proactive Web Campaigns
Access to Proactive Web campaigns under Campaigns module |
View
None Full Access |
SMS Campaigns
Access to SMS campaigns under the Campaigns module |
View
None Full Access |
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 |
All
Self None |
Dashboard Content
Whose interactions should he have access to |
Own
All |
Outbound Email
Make outbound emails if enabled for the account |
Yes
No |
System | |
Channel Management
Manage communication channels |
View
None Full Access |
Billing
Manage account-level billing preferences |
View
None Full Access |
API
Manage API setup and configuration |
View
None Full Access |
Language & Speech Control
Manage ASR/TTS voice preferences |
View
None Full Access |
WFM Configuration Management
Can Manage WFM Configurations. |
Yes
No |
Other Modules | |
Answers Module
Allow users to Access and Manage Answers Module |
Yes
No |
Campaign Module
Allow users to Access and Manage the Campaigns Module |
Yes
No |
AgentAI Module
Allow user to Access and Manage AgentAI Module |
Yes
No |
Auto QA
Enable and Disable access for Auto QA |
Full Access
No |
Conversational Intelligence
Configuration and view access to conversational Intelligence |
View
Full Access No |
Evaluation Forms and Metrics
Creation and edit access to evaluation forms and evaluation metrics |
Full Access
View No |
Audit Allocation creation
Access to create and assign interactions for audit to other users |
Full Access
No |
QA Functionalities access
Access to scored interactions, submit audits & QA dashboard |
Full Access
No |
Custom Roles¶
You can create custom user roles within the XO Platform 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¶
Steps to add a new role:
-
In the New Role window, fill out the following fields:
- Role Name: This name is assigned to the user role across XO Platform. For example, Experience Designer.
- Description: Add other information on the role, responsibilities, or access level.
- Permissions: Set the access permissions by selecting one of the available options within the dropdown next to each permission.
- Click Save.
Edit a Role¶
Steps to edit an existing role:
-
Click the Ellipsis icon (⋮) for the role you want to update and click Edit.
-
In the Edit Role window, make changes to the required fields and click Save.
Delete a Role¶
Steps to delete a custom role: