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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.
Product Switcher

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 XO Platform.
  2. Actions: Let you edit 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: Displays the date when the role was last updated.

Default Roles

The default roles available within the XO Platform as the following:

  1. App Owner: Users assigned to the App Owner role have full access to and control over the app definition.
  2. App Developer: Users assigned to the App Developer role have co-developer access.
  3. App Tester: Users assigned to the App Tester role have read-only access to the app definition.
  4. Supervisor: Users assigned to the Supervisor role have operations management access.
  5. 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:

  1. Click + New Role.
    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 XO Platform. 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.
      Configure Permissions

Edit a Role

Steps to edit an existing role:

  1. Click the Ellipsis icon () for the role you want to update and click Edit. Edit Button

  2. In the Edit Role window, make changes to the required fields and click Save.

Delete a Role

Steps to delete a custom role:

  1. Click the Ellipsis icon () for the role you want to update and click Delete.
    Delete Button

  2. A confirmation message is displayed. Click Yes.
    Delete Confirmation

  3. A confirmation message is displayed and the custom role is deleted.

    Notes

    • You cannot delete default roles (App Owner, App Developer, App Tester, Supervisor, and Agent).
    • You cannot restore deleted roles.