Group permissions

The following groups are currently active and can be assigned to users:

ESChat Admin

Assign application administrators to this group, which allows them full access to the following modules:

• Virtual Agent Administration Console
• Monitoring & Report console

ESChat Agent

Assign all support agents who interact with self service users via live chat to this group, which allows the agents full access to the Support Agent Console.

ESChat Major Incident Manager

Assign people who fill the incident or issue management role to this group, which allows them full access to the Major Incident Manager's Console.

ESChat Supervisor

Assign help desk or support supervisors who might need to view but not modify certain application settings to this group, which allows them limited access to the following modules:

• Virtual Agent Administration Console
  • General Settings - Read Only Access to:
    • Language Translation
    • Service Alerts
    • SLAs
    • Support Agent Console Settings
    • Topics/Queues
  • Agent Toolkit - Read Only Access to:
    • Applications
    • Group Chat Rooms
    • Open URLs
    • Question Scripts
    • Quick Texts
• Monitoring & Report Console