List of user roles
User accounts for Portal are granted configuration and access permissions based on the user role. Below is a list of roles that are typically assigned to client users, along with links to the privileges associated with each user role.
Note: The Script Management and Supervisor Administrator roles are also included for clients who write and manage their own scripts for Agent Desktop and skills within Supervisor Desktop.
| Role | Description |
|---|---|
| API Agent Interface |
Access to the Agent Engagement API (AEAPI). |
| API Agent Status |
Access to the Agent Status API. |
| API All Reporting |
Access to all reporting APIs. |
| API Customer |
Access to the Customer Engagement API (CEAPI). |
| API Data Collection Interface |
Access to the Data Collection API. |
| API Link Generation | Access to the NDEP Link Generation API. Used for agents that need to generate links to send to the customer. For example, moving a customer from social channels to the web. |
| API Metric Realtime | Access to NDEP Realtime Metric API, to create dashboards (similar to Supervisor Desktop) to track agent activity, chat queue, and active engagements. |
| API Transcript Historic | Access to NDEP Historic Transcript API, to pull historic transcripts of chats that have ended. |
| API Transcript Realtime | Access to NDEP Realtime Transcript API, to pull transcripts of active chats, and chats that have ended in the last two hours. |
| Advanced Script Writer | Only has access to Text Editor in Script Management. |
| Agent Groups Admin |
Read and Write access to Agent Groups. |
| BR GUI Edit |
Read and Write access to the BR GUI. |
| Business Hours Admin |
Read and Write access to Business Hours. |
| C3/NVAA - Publish DEV |
Publish permission to C3/NVAA DEV environments. |
| C3/NVAA - Publish PREPROD |
Publish permission to C3/NVAA PREPROD environments. |
| C3/NVAA - Publish PROD |
Publish permission to C3/NVAA PROD environments. |
| CI Admin User |
Read and Write access to Chat Interface Admin. |
| Client Executive | Client user who has limited access throughout Portal. Also has access to Reporting. |
| Client User | Client user that has even less access than Client Executive and no access to Reporting. |
| Filtered Report User | Access to all reports, but limited on accessible data. This role has an additional filter in User Management that should be applied to the user account for this user to have access to data beyond their Business Unit/Agent Group. |
| Filtered Report User - Custom Only | Access to all custom reports, but is limited on accessible data. This role has an additional filter in User Management that should be applied to the user account for this user to have access to data beyond their Business Unit/Agent Group. |
| Illegal Words Edit |
Read and Write access to Illegal Words. |
| Report Scheduler |
Additive role that allows users to schedule reports. |
| Report User - Custom Only | Report User who has Portal access and access to Custom reports. |
| Report User - Incrementality Only | Report User who ONLY has access to incrementality reports. |
| Report User - Standard Only | Report User who ONLY has access to standard reports. |
| SaaS Client Administrator | Same access to all settings as client managers and supervisors, and can modify those settings. Does not see Supervisor Desktop link. |
| SaaS Client Agent | An agent managed by the client. |
| SaaS Client Executive | Same access as SaaS Client Manager, but only has Read permission in User Management. |
| SaaS Client Manager | Similar to an "operations manager" role. Only has access to User Management and Reporting. |
| SaaS Client Manager (Limited) |
Similar to SaaS Client Manager, but with limited access to the User Management. |
| SaaS Client Report Administrator | Client users who have access to run reports and create custom reports. Read access to User Management and Business Units, Agent Groups. Has access to Reporting, Custom Reports, Incrementality Report and Advanced Transcript Search. |
| SaaS Client Report User | Client user who only has Portal access to reports. |
| SaaS Client Supervisor | A client supervisor. Access to Supervisor Desktop, and displays the Supervisor Desktop link in Portal header. Also has access to Reporting. |
| SaaS Client Supervisor Administrator |
Similar to SaaS Client Supervisor, but with access to Script Trees, Opener Scripts, Agent Dispositions, and so on. |
| SaaS Client User Reset | A client role to reset user passwords. If no other role is selected, that is all they can do. |
| SaaS Report User - Transcript Only |
Intended for report users only and has access to transcripts. |
| SaaS Supervisor - No Transcript | A client supervisor. Access to Supervisor Desktop (without access to Transcripts or the ability to chat with agents), and displays the Supervisor Desktop link in Portal header. Also has access to Reporting. |
| SaaS Supervisor - No Transcript Export |
Similar to SaaS Supervisor - No Transcript, but has access to transcripts and no ability to export transcripts. |
| Script Writer | Ability to write and manage scripts and openers for display in the Agent Desktop. |
| WAPI Report Admin |
Web API Report Admin. |
| WAPI Report User |
Similar to WAPI Report Admin, but cannot update reports. |
