Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Roles and permissions

User permissions let administrators control how people access the components of Live Chat, such as the Virtual Chat Administration Console.

As an administrator, you must categorize application users by roles and assign them to predefined active groups. You can assign application users to one of the active groups, depending on their role and the permissions required. Each of these groups have certain form permissions associated with them. Each permission group can access only certain areas of the application. A user can belong to multiple permission groups.

The following table gives information about the permission groups and the consoles and forms accessible to each group:


Permission group name

Role in Live Chat

Accessible consolesAccessible forms
ESChat AdminApplication administrators
  • Virtual Chat Administration Console
  • Monitoring and Report Console
  • ES_Chat:Administration_VirtualAgentQuery
  • ES_Chat:Administration_VirtualAgentQuery_MasterQuery
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_ApplicationDefinition
  • ES_Chat:AdministrationConsole_ApplicationLauncher
  • ES_Chat:AdministrationConsole_AssigneeForm
  • ES_Chat:AdministrationConsole_BusinessTime
  • ES_Chat:AdministrationConsole_GeneralServerSettings
  • ES_Chat:AdministrationConsole_IntegrationSetup
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_SAC_Settings
  • ES_Chat:AdministrationConsole_ServerMap
  • ES_Chat:AdministrationConsole_ServerMapping_PatchServerNa
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:AdministrationConsole_SessionTimeoutSettings
  • ES_Chat:AdministrationConsole_SMSGatewayDefinition
  • ES_Chat:AgentITSM7Integration
  • ES_Chat:Company_Menu
  • ES_Chat:EventOccurance
  • ES_Chat:GroupChatRefreshForm
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_RequestAssignment
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:MyCollaborationPortal
  • ES_Chat:MyCollaborationPortal_Attachment
  • ES_Chat:OpenCDRForCustomer
  • ES_Chat:OpenURLForCustomer
  • ES_Chat:OpenURLForCustomer_Select
  • ES_Chat:ChatQueryWizard
  • ES_Chat:Remedy Chat Portal
  • ES_Chat:ReportConsole
  • ES_Chat:ReportConsole_ChatSessionQuery
  • ES_Chat:ReportPendingChatSessionsByProduct
  • ES_Chat:SAC_CustomerContext
  • ES_Chat:SAC_MarkAsAbandoned
  • ES_Chat:SAC_RelateToMajorIncident
  • ES_Chat:SAC_SaveForSessionReopen
  • ES_Chat:SACLauncher
  • ES_Chat:SelectChatSession
  • ES_Chat:Self Service Login
  • ES_Chat:ServiceAlertNotification
  • ES_Chat:SessionChatQueue
  • ES_Chat:SupportAgentConsole
  • ES_Chat:TestFilters_ChatBot
  • ES_Chat:TestFilters_ChatTools_CleanLog
  • ES_Chat:Topic_ByAgentAssignment_Join
  • ES_Chat:Topic_QueueAgentAssignment
  • ES_Chat:Topic_QueueTopicAssignment
  • ES_Chat:TransferChatSession
  • ES_Chat:UserActivityItem
  • ES_Chat:IntegrationData
  • ES_Chat:UserIntegrationold
  • ES_Chat:UserIntegrationwithDetails
  • ES_Chat:UserPreferences
  • ES_Chat:UserSurvey
  • ES_Chat:Version_DVFControl
  • ES_MI:MajorIncident
  • ES_MI:MICategoryJoin 
ESChat AgentSupport agents who interact with self-help users 

Agent console in BMC Helix ITSM: Smart IT

Note: To access the agent console, agents must also have the IT Agent role in BMC Helix ITSM: Smart IT.

  • ES_Chat:AdministrationConsole_ApplicationDefinition
  • ES_Chat:AdministrationConsole_ApplicationLauncher
  • ES_Chat:AdministrationConsole_IntegrationSetup
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_ServerMap
  • ES_Chat:AdministrationConsole_SMSGatewayDefinition
  • ES_Chat:AgentITSM7Integration
  • ES_Chat:Company_Menu
  • ES_Chat:EventOccurance
  • ES_Chat:GroupChatRefreshForm
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_RequestAssignment
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:MyCollaborationPortal
  • ES_Chat:OpenCDRForCustomer
  • ES_Chat:OpenURLForCustomer
  • ES_Chat:OpenURLForCustomer_Select
  • ES_Chat:ChatQueryWizard
  • ES_Chat:Remedy Chat Portal
  • ES_Chat:ReportConsole
  • ES_Chat:SAC_CustomerContext
  • ES_Chat:SAC_MarkAsAbandoned
  • ES_Chat:SAC_RelateToMajorIncident
  • ES_Chat:SAC_SaveForSessionReopen
  • ES_Chat:SACLauncher
  • ES_Chat:SelectChatSession
  • ES_Chat:Self Service Login
  • ES_Chat:SessionChatQueue
  • ES_Chat:SupportAgentConsole
  • ES_Chat:Topic_ByAgentAssignment_Join
  • ES_Chat:Topic_QueueAgentAssignment
  • ES_Chat:Topic_QueueTopicAssignment
  • ES_Chat:TransferChatSession
  • ES_Chat:UserActivityItem
  • ES_Chat:UserIntegrationold
  • ES_Chat:UserIntegrationwithDetails
  • ES_Chat:UserPreferences
  • ES_Chat:UserSurvey
  • ES_Chat:Version_DVFControl
  • ES_MI:MajorIncident
ESChat Alert AdminPeople who need to create, modify, or delete service alerts,
but do not perform any other administrative actions
Virtual Chat Administration Console
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:ServiceAlertNotification
ESChat Supervisor

Help desk or support supervisors who might need to view,
but not modify certain application settings


  • Virtual Chat Administration Console
  • Read-only permission to the following options in the General Settings menu:
    • Language Translation
    • Service Alerts
    • SLAs
    • Topics/Queues
  • Create, modify, and delete permissions to the following options in the Agent Toolkit menu:
    • Applications
    • Group Chat Rooms
    • Quick Texts
  • Monitoring & Report Console
  • ES_Chat:Administration_VirtualAgentQuery
  • ES_Chat:AdministrationConsole
  • ES_Chat:AdministrationConsole_ApplicationDefinition
  • ES_Chat:AdministrationConsole_ApplicationLauncher
  • ES_Chat:AdministrationConsole_AssigneeForm
  • ES_Chat:AdministrationConsole_BusinessTime
  • ES_Chat:AdministrationConsole_GeneralServerSettings
  • ES_Chat:AdministrationConsole_IntegrationSetup
  • ES_Chat:AdministrationConsole_LanguageTranslationSettings
  • ES_Chat:AdministrationConsole_NotificationServer
  • ES_Chat:AdministrationConsole_Question Script
  • ES_Chat:AdministrationConsole_Quick Text
  • ES_Chat:AdministrationConsole_SAC_Settings
  • ES_Chat:AdministrationConsole_ServerMap
  • ES_Chat:AdministrationConsole_ServerMapping_PatchServerNa
  • ES_Chat:AdministrationConsole_ServiceAlert
  • ES_Chat:AdministrationConsole_SessionTimeoutSettings
  • ES_Chat:AdministrationConsole_SMSGatewayDefinition
  • ES_Chat:AdministrationConsole_TextSettings
  • ES_Chat:AgentITSM7Integration
  • ES_Chat:ApplicationLauncher
  • ES_Chat:AttendeeStatus
  • ES_Chat:CDR_Sample
  • ES_Chat:Change_Password
  • ES_Chat:ChatAlerts_GenerateSecurityKey
  • ES_Chat:ChatAlerts_OpenSettings
  • ES_Chat:ChatDataRequest
  • ES_Chat:ChatDataRequest_OpenFormForCustomer
  • ES_Chat:ChatDataRequest_RelateToSession
  • ES_Chat:ChatDataRequest_SaveDataToChatLog
  • ES_Chat:ChatDataRequest_Send
  • ES_Chat:ChatDataRequest_UpdateQuickDisplayData
  • ES_Chat:CreateGroupChat
  • ES_Chat:CreateUserAccount
  • ES_Chat:DVFFormatString
  • ES_Chat:EventOccurance
  • ES_Chat:DVFFormatString
  • ES_Chat:GroupChatRefreshForm
  • ES_Chat:HoursAvailabilityMessage
  • ES_Chat:IntegrationComments
  • ES_Chat:MasterChatRecord
  • ES_Chat:MasterChatRecord_RequestAssignment
  • ES_Chat:MasterChatRecord_SupportingData
  • ES_Chat:Message Box
  • ES_Chat:MyCollaborationPortal
  • ES_Chat:MyCollaborationPortal_Attachment
  • ES_Chat:MyCollaborationPortal_MenuLabelGroupAccess
  • ES_Chat:OpenCDRForCustomer
  • ES_Chat:OpenURLForCustomer
  • ES_Chat:OpenURLForCustomer_Select
  • ES_Chat:ParticipantChatRecord
  • ES_Chat:Remedy Chat Portal
  • ES_Chat:ReportConsole
  • ES_Chat:ReportConsole_ChatSessionQuery
  • ES_Chat:ReportPendingChatSessionsByProduct
  • ES_Chat:RequesterAssigneeForm
  • ES_Chat:SAC_CustomerContext
  • ES_Chat:SAC_MarkAsAbandoned
  • ES_Chat:SAC_RelateToMajorIncident
  • ES_Chat:SAC_SaveForSessionReopen
  • ES_Chat:SACLauncher
  • ES_Chat:SelectChatSession
  • ES_Chat:SessionChatQueue
  • ES_Chat:Topic
  • ES_Chat:Topic_ByAgentAssignment_Join
  • ES_Chat:Topic_QueueAgentAssignment
  • ES_Chat:Topic_QueueTopicAssignment
  • ES_Chat:TransferChatSession
  • ES_ChatTransferFiles
  • ES_Chat:Tranlation_SupportedLanguageDefinition
  • ES_Chat:UserActivityItem
  • ES_Chat:UserChatRecord
  • ES_Chat:IntegrationData
  • ES_Chat:UserIntegrationold
  • ES_Chat:UserIntegrationwithDetails
  • ES_Chat:UserPreferences
  • ES_Chat:UserSurvey
  • ES_Chat:VAQ:Index_Updater
  • ES_Chat:Version_DVFControl
  • ES_Chat:General:HomePage
  • ES_Chat:General:OrganizationRegistration
  • ES_Chat:General:User
  • ES_MI:MajorIncident
  • ES_Sample:CDR_InitialNav_100
  • ES_Sample:CDR_NavOptions
  • ES_Sample:CDR_OnRequestLiveAgent
  • ES_Sample:CDR_RequestContactInfo
  • ES_Sample:CDR_RequestSurvey
  • ES_Sample:CDR_Template
  • ES_Sample:IntegrationPoint_IncidentManagement
  • ES_Sample:SampleIntegrationForm


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