Understanding User Roles

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ENGAGEcx defines several User Roles that govern what Users are able to do within the application suite.  It is important to clarify that Users -- those people who login to ENGAGEcx with a user id and password -- are employees or partners of your organization.  They are your Sales Associates, Analysts and Administrators.  They are not customers or other individuals who are seeking to engage with you via ENGAGEcx. 

Roles in ENGAGEcx are as follows:

  • User:  This Role enables Associates to engage with Customers.  It enables the user to have access to Customer 360 (both the Mobile and Web), and to receive Interactions from customers for which the Associate is qualified.  The user may also access reports ("Analyze"), but may only view those events that he handled. 
  • ReportViewer:  This Role enables the user to access all reports within ENGAGEcx.  Often, this Role is reserved for Sales Operations or Managers, though some implementations grant access to Associates as well. 
  • UserManager:  This Role enables the user to add, edit and delete Users. A UserManager may only grant Roles to which he already been granted.  Usually, the Role is granted to an Administrator.  The UserManager can also manage Channels. 
  • CustomerAdmin:  This Role has full access to your ENGAGEcx environment.  He may enables the user to manage setting for your organization (such as Associate Skills, Locations, Sales Dispositions, ENGAGEcx Data and Integration settings) as well as Channel Settings. The user may also access reports.  Usually, users who are granted the CustomerAdmin Role are associated with Sales Operations or IT employees. 



A User is granted access to all permissions from all Roles to which he is associated.  If he is associated to two Roles that have permissions to the same feature, where one Role has a higher access right to the same feature than the other Role, the User gains the higher access right. 

 

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