Roles
Discover the purpose of roles and how to create, edit and delete roles in this section of the guide.
Roles are collections of permissions to read, update, create and delete the business entities found in the portal.
Roles are assembled and then assigned to users and agents to enable them to complete their tasks.
Create a Role
Locate the Roles section in the Portal > General section.
The Roles blade opens. All roles are listed in the roles blade.
Locate and click the + Create button at the top of the Roles blade.
A new blade opens to the right of the Roles blade. Refer to this as the Role's details blade.
You must enter a name for the new role. This is a required field.
Set the business entities and the permission type.
For each of these business entities the permissions Read, Update, Create, and Delete may be conferred.
Certain business entities and permissions automatically grant other business entities permissions.
Delete permission confers create, update and read. See the permissions section below for more details.
Choose the combination of entities and permissions that will comprise your role.
Select Save in the role's detail blade to save the role.
Available Entities
Agent
Agents may log into the Buzzeasy Agent application.
Permissions on this entity allow a user to View, Edit, Create and Delete agents.
It grants View, Edit, Create, and Delete permissions automatically for the Teams section.
Agent Workspace
Agent workspaces hold scripting configuration, lookup configuration, various queue-level settings. This can be assigned to queues and business units can be assigned to it.
Permission to this entity allow a user to View, Edit, Create and Delete agent workspaces as well as modify the configuration within an agent workspace.
Announcement
Announcements are heard by customers in voice calls. Queue position, Callback offer, and Music on hold, estimated wait time announcements may be configured.
Permissions to this entity allow a user to view, edit, create and delete announcements.
Audit
Permission to this entitiy allows a user to view and download logs through the portal.
Business Units
Business units act as tags for filtering various other entities. Business units can be assigned to agents, channels, workflows, workspaces and many more.
Permissions to this entity allow a user to View, Create and Edit a business unit.
Campaign
Campaigns enable the automated calling of customers.
Campaigns may be of the callback type, where customers requesting callback are dialed automatically or preview, where supervisors upload a predefined list of contacts to be dealt with.
Permissions on this entity allow a user to view, edit, create and delete Campaigns as well.
Configuration
Permissions to this entity allows users to modify tenant-level configuration such as Routing mode, tenant timezone, agent breaks, agent wrap up, default threshold etc.
Please note that other entities will grant view permissions to the relevant tab of the Configuration menu, however, that specific alone is not enough to allow the user to modify these settings.
Contact Directories
Permissions to this entity allows user to view, create, edit and delete Contact Directory lists.
Customers
Permissions to this entity allows users to view, edit, create and delete customer records.
This entity enables a user to access Email channels, workflows, and templates. Channels and templates can be created here. Permission to this entity allows a user to View, Update, Create and Delete Channels, and Email templates.
This entity enables a user to to view, edit, create and delete Facebook Messenger channels.
Historical Reports
Historical reports permission allow users to to view the Task reporting in the portal and access the filters. Other permissions may be required such as scripting and recording to use additional tools from within the Tasks menu.
InfobipSms
This entity enables a user to to view, edit, create and delete Infobip SMS channels.
This entity enables a user to view, edit, create and delete Instagram channels.
Integration
This entity enables a user to access service hooks. A service hook gives the developer-level user the ability to push notifications to a URL for integration purposes.
For example, a service hook can be created that can operate on an instance of a call being abandoned. When the call is abandoned, a notification can be sent to the URL of a web service configured in the service hook, with information about the call.
Permissions on this entity allow a user to view, edit, create and delete service hooks.
In addition to that, it also grants permissions to the Chat Bots as well as the QnA section which allows development teams to bring their bot to the platform.
Message Consumption
Permissions to this entity allows the user to view message consumption reports for chat.
Reports
This entity enables a user to access the Reports. Reports provide a vast amount of key performance indicators for supervisors and team leaders to empower them to better manage their contact center activities.
Permission to this entity allows a user to View & edit reports and their thresholds, as well as create and delete agents or their settings.
This entity will automatically grant view permissions to Configuration > Miscellaneous, but does not grant explicit update permissions. Configuration permission is required for that.
Role
Roles are collections of permissions and are the subject of this article.
Permissions on this entity allow a user to view, edit, create and delete Roles.
User
Users may log into Buzzeasy. Whilst all agents are users, not all users are agents. An administrative or developer user could be created that is not an agent and has no access to the Buzzeasy Agent application.
Permissions on this entity allow a user to view, edit, create and delete users.
Viber
Users with this permission may create, view, edit, and delete Viber channels/
Voice
Users with permission to this entity may create, view, edit, and delete Voice channels.
Webchat
Users with permission to this entity can view, edit, customize, create, and delete Webchat channels.
Users with permission to this entity can view, edit, create and delete Whatsapp channels.
Workflows
Users with permission to this entity can view, edit, create and delete workflows across all media groups. For any of these permissions to be active, at least 1 channel permission needs to be granted as well.
Available Permissions
Read
The read permission enables a user or agent to view the entities for which this permission is enabled.
For example, an agent with read permission (through a role assignment) on the Agent entity, can view other agents.
Update
The update permission enables a user or agent to edit the entities for which this permission is enabled. Once an entity is edited and saved that entity is updated from its previous state.
Update permission confers read permission too because the entity must be viewed to be edited and updated.
For example, a user with update permission (through a role assignment) on the Agent entity may alter the details of an agent.
Create
The create permission enables a user or agent to create the entities this permission is enabled for.
The Create permission confers update and read permissions too.
For example, a user with create permission (through a role assignment) on the Agent entity may create an agent.
Delete
The create Delete permission enables a user or agent to delete the entities this permission is enabled for.
Delete permission confers create, update and read permissions too.
For example, a user with delete permission (through a role assignment) on the Agent entity may delete agents.
Edit a Role
Select Roles in the sidebar menu of the portal.
The Roles blade opens. All roles are listed in the roles blade.
Select the role you wish to edit. The role's detail blade opens.
Edit the permissions that comprise the role.
Optionally, edit the role's name.
For a detailed explanation of the individual fields see the Create a role section above.
Select Save in the role's detail blade to save the role.
Delete a Role
Select Roles in the sidebar menu of the portal.
The Roles blade opens. All roles are listed in the roles blade.
Select the role you wish to delete. The role's detail blade opens.
Select Delete in the role's detail blade.
Sample Roles
The following sample roles illustrate how the minimum permissions might be applied to allow a specific user to complete their work.
Campaign Administrator
Assume a requirement to create a role that will be applied to a user who will create and manage campaigns.
The role allows the administrator to view everything in the portal, but only create, update, and delete campaigns.
A role similar to the one illustrated here would fulfill this requirement.
View Only Role
Assume a requirement to create a role that allows portal objects to be viewed but not edited, created, or deleted. The requirement excludes viewing developer-level Integration entities.
A role like the one illustrated here would fulfill this requirement.