Some access rights determine whether the page is presented to a user. In those cases the page name is included within the access right name. In other cases, the access rights control whether a user can see or interact with functionality within certain pages. In those cases the functionality is described in the access right name.
Access Rights List
Admin.ExternalAPI - Controls page access to the External APIs settings page.
Chat.Answer - This access right is required for Chat Agents. It displays the chat controls on the top of each page Go Available and Take Chat.
Chat.Broadcast - This access right is required to view broadcast messages displayed in the header of the iService web site. Learn more about broadcast messages in the Management Console User Guide.
Payment - Controls access to the Payment button when embedded payment integration is configured.
Tab.Admin.AdditionalDetails - Controls page access to the Lists settings page.
Tab.Admin.AgentEmailForm - Controls access to the Agent Email Configuration settings page.
Tab.Admin.Agents - Controls access to the Agents settings page.
Tab.Admin.Alerts - Controls access to the Alerts settings page.
Tab.Admin.ContactProperties - Controls access to the Contact Properties settings page.
Tab.Admin.Departments - Controls access to the Departments settings page.
Tab.Admin.Forms - Controls access to the Tools - Forms page.
Tab.Admin.InteractionProperties - Controls access to the Interaction Properties segment settings page.
Tab.Admin.Mailings - Controls access to the Mass Mailing settings buttons.
Tab.Admin.Monitor - Controls access to the Server Process Management page.
Tab.Admin.Monitor.All – Monitor all tenants, not just the one currently loaded (Installation Landlord Only).
Tab.Admin.Segments - Controls access to Segment Settings.
Tab.Admin.ServiceLevels - controls page access to Tenant Settings - Service Levels
Tab.Admin.Skills - controls page access to Tenant Settings - Skills
Tab.Admin.SmtpOut - controls page access to Tools - Server Process Management - SMTP Out
Tab.Admin.UserTypes - controls page access to Tenant Settings - User Types
Tab.Admin.Websites - controls page access to Tenant Settings - Websites
Tab.CustomerInfo.Create – Ability to create new contact (access to the New Contact button within the Customer Info).
Tab.CustomerInfo.ImportHistory – Special access right required to run the Talisma history import when migrating from that CX system (deprecated in v9).
Tab.CustomerInfo.Modify – Ability to update properties of a contact (Contact Details page).
Tab.CustomerInfo.ModifyHistory - Provides access to the Edit Properties button within interaction history.
Tab.FindAnswers.Create - Provides access to the Add Article button on the Knowledge Base page.
Tab.FindAnswers.Modify - Provides access to the Edit Article button when viewing a Knowledge Base article.
Tab.FindAnswers.Subscribe - Provides access to the Show Subscribers button when viewing a Knowledge Base article.
Tab.FindAnswers.Subscribe.Notify - Provides access to the Send Notifications to Subscribers button when viewing subscribers of a Knowledge Base article.
Tab.Mailings.Campaigns - controls page access to Tools - Mass Mailing - Campaigns
Tab.Mailings.Criteria - controls page access Tools - Mass Mailing - Criteria
Tab.Mailings.Lists - controls page access Tools - Mass Mailing - Lists
Tab.Mailings.Mailings - controls page access Tools - Mass Mailing - Mailings
Tab.Mailings.Mailings.Send – provides access to the SEND button within mailings
Tab.Mailings.Messages - controls page access Tools - Mass Mailing - Messages
Tab.MessageQueue.Approve - Provides access to the Get Next QA button in the My Queue page. This is required to review and approve answers submitted by QA agents.
Tab.MessageQueue.BCC - Provides access to the bcc line when composing messages and responses
Tab.MessageQueue.CC - Provides access to the cc line when composing messages and responses
Tab.MessageQueue.Delete – Provides access to the Interaction Delete option in the More menu of interactions
Tab.MessageQueue.From - Allows users to change the From address when composing a response to a customer question.
Tab.MessageQueue.Search - controls page access to Search Interactions
Tab.MessageQueue.Send - Provides access to the Send action button when acting on a customer question. Without this access right the Send button is converted to a Submit button, and will generate a draft response for review by a QA manager instead of sending an agent response. This is the setting used for the QA CSR user type.
Tab.MessageQueue.Supervise - controls page access to Manage Messages
Tab.MessageQueue.SuperviseChat - controls page access to Manage Chats
Tab.MessageQueue.SuppressRef - Provides access to the Suppress Reference Number option within the Send button drop down.
Tab.MyAccount.Phrases - controls page access to My Account – Stock Responses
Tab.Segments.AutoResponse - controls page access to Segment Settings - Notifications
Tab.Segments.Details - controls page access Segment Settings - Segment Details
Tab.Segments.Filters - controls page access Segment Settings - Filters
Tab.Segments.Mailboxes - controls page access Segment Settings - Mailboxes
Tab.Segments.Phrases – controls page access to Segment Settings - Stock Responses
Tab.Segments.Topics - controls page access Segment Settings - Topics
Tab.Top.AdminTools - controls page access Segment and Tenant Settings
Tab.Top.AskAQuestion - controls page access (deprecated in v9)
Tab.Top.CustomerInfo - controls page access to Customer Info
Tab.Top.FindAnswers - controls page access to the Knowledge Base page
Tab.Top.MessageQueue - controls page access to Message Queue pages
Tab.Top.MyAccount - controls page access to the My Account tab
Tab.UserTypes.CreateAdmin - determines whether the user is allowed to create Administrators. By default, this right is only granted to the SuperUser.
|
The User Types page can only be viewed by an Administrator or SuperUser, which is typically the person that maintains your overall iService tenant. Each user type includes a set of access rights that determine what the agent can do. Administrators can modify the access rights within each User Type or create custom users types from this menu. it's best to not modify the default user types. If you need to adjust access, you should create a new user type and configure it appropriately. The access rights are enforced at the web service level, not at the user interface level. Therefore, it's possible to create user types that allow agents to see certain pages that are not functional for the agent. This also means that the access rights are enforced regardless of the interface used ( e.g., custom forms that you make, utilities, etc.). 
Creating and editing user types
