Roles and Resources

Role assignment is the process of enabling roles for a user, therefore entitling the user with all the permissions defined within the role.

Assigning Roles

Navigate to Access Control → Users, edit one of the resources in the list and click the User Roles tab.
Choose the preferred user role to be assigned to the user.
Click Submit to save the changes.

Role Definitions and Available Permissions

You can use a host of roles built in to Buzzeasy portal.

Note

Roles can only be created by Geomant.

SuperAdmin Role

This is the most permissive role, having access to basically every system level configuration within the company domain, and to most of the business settings.

SuperAdmin permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Administrator Role

This role is created for a high-level management position whose main perspective is managing and maintaining contact center data. However, there is a certain amount of limitation to it.

Administrator permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Supervisor Role

The Supervisor role owns a limited set of permissions. It is created for a lower level management position whose main perspective is based on authority over the proper operation of the call center.

Supervisor permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Chat Admin Role

The Chat Admin role allows the viewing of campaign reports only.

Chat Admin permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Callback Admin Role

The Callback Admin role is targeted for supervisors tasked to manage callbacks only. It complements other callback specific roles (e.g. Campaign Admin, see below), meaning it lacks permissions those possess.

Callback Admin permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Campaign Admin Role

The Campaign Admin role is targeted for a very specific responsibility providing severely limited permissions to manage callback campaigns.

Campaign Admin permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Campaign Reporter Role

The Campaign Reporter role allows the viewing of campaign reports only.

Campaign Reporter permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

User Admin Role

The User Admin role is targeted for user account administration only.

User Admin permission set

	View	Create	Edit	Delete
Agents
AgentSkills
Attributes
Audits
Billing Plans
Billing Groups
Bot Channels
Bot Service Apps
Call Pacers
Call Rules
Campaign Record Imports
Campaign Reports
Campaigns
Chat Custom Bot Registrations
Chat Data Collector Questions
Chat Data Collector Templates
Chat JSON Configuration
Chat Opening Hours
Chat QnA Configuration
Chat Reports
Chat Services
Companies
Company Groups
Data Collector Validation Rules
Divisions
Email Contacts
Email Groups
File Import Reporting
FTP Reports
IVR Announcement Files
IVR Announcement Groups
IVR Announcement Overrides
IVR Inbound Numbers
IVR Menus
IVR TTS Announcements
Number Mapping
Number Restrictions
Opening Hours
Queue Phone Numbers
QueueChat Connector Configuration
Resource Capability Management
Routing Config
Service Queues
SMS Accounts
SMS Keywords
SMS Number Restrictions
SMS Numbers
SMS Plans
SMS Rates
SMS Thresholds
Steering Menus
Survey Reporting
Surveys
Tenant Manager
Time Slots
Timeslot Templates
Users
Workflows
Wizard

Resource Types

A resource is any kind of software entity (configurable object) accessible in Buzzeasy Portal – for example a department, a contact centre number, a workflow, user account, bot, channel, etc. A resource type is a class containing all the equal types of objects (resources) – e.g. Departments represent the organizational units in the contact center, Service Queues refer to service line objects of a unit, etc.

Similar to roles, resources also have a scope. Most are defined on a company level, but some are associated to departments. For further details on how Buzzeasy adheres to corporate responsibility levels, please read the Organizational Hierarchy document.

Agent Skills

Deprecated, will be removed at a later time. We now use Attributes to perform skill based routing.

Agents

Allows the configuration of customer service representative personnel to perform work within one or more queues.

Attributes

Allows the management of various different properties controlling Buzzeasy operations. For example the creation and viewing of skills. Users not having permissions to attributes, but able to use skills, can manage the association of agents to work item queues, but can not add or change existing skills.

Audits

Access to this resource allows access to the list of changes made via the portal within the related company.

Billing Groups

Buzzeasy callback billing groups define the service queues and departments to bill together.

Billing Plans

Buzzeasy callback billing plans to define the costs.

Bot Channels

Deprecated, will be removed.

Bot Service Apps

Deprecated, will be removed.

Call Pacers

Allows the configuration of pacing the callback requests.

Call Rules

Call rules are the union of the call related functions of a Callback Service Queue. These are:

Call When Available
Schedule Call
EWT Time

This resource provides the ability to configure the parameters involved in these functions.

Campaign Record Imports

Ability to use the Buzzeasy portal to import campaign records into SMS campaigns.

Campaign Reporting

Allows access to SMS campaign reports.

Campaigns

The management and configuration of Callback SMS campaigns. This resource provides the ability to configure the SMS accounts for the companies, which will be used to send short messages with the callback offer.

Chat Custom Bot Registration

Provides the ability to add custom bot integrations to the workflow.

Chat Data Collector Questions

Allows the configuration of the questions to be asked within data collector bots.

Chat Data Collector Templates

Allows management of grouping the data collector questions into reusable templates.

Chat Json Configuration

Internal resource.

Chat Opening Hours

Allows the configuration of the channels' opening hours.

Chat QnA Configuration

Allows the configuration of the Microsoft QnAMaker setup of a bot to be used in a workflow.

Chat Reports

Deprecated, will be removed.

Chat Services

Allows the configuration of the channels.

Chat Workflows

Allows the configuration of the workflows.

Companies

Company creation is the responsibility of Geomant personnel. Customer roles are only able to list and view the details of the related company.

Company Groups

Internal resource.

Data Collector Validation Rules

Allows the configuration of the data Collector question validation rules.

Divisions

Divisions represent organizational units or departments of the call center which deals with a specific branch of the company.

This resource provides the ability to manage the list of business departments within an organization.

Email Contacts

Allows access to callback email contacts management, used for alerting purposes.

Email Groups

Allows the access to groups of callback email contacts.

File Import Reporting

Allows access to view the status of callback SMS campaign import processes.

FTP Reports

Allows access to view the reports available in FTP for callback and SMS.

IVR Announcement Files

Allows access to upload callback IVR announcement files (only available for callback).

IVR Announcement Groups

Allows the configuration of the callback announcement groups.

IVR Announcement Overrides

Allows the ability to override any announcement defined in the announcement group for a given callback IVR menu.

IVR Inbound Numbers

Callback IVR inbound numbers are assigned to the various callback IVR lines that belong to the related callback service queues. Calls are transferred to the IVR via these numbers.

IVR Menus

Callback IVR menus include every information on a specific in-queue callback or IVR line, such as the related service queue, the public number customers can call or a set of rules to define the behavior of the line.

This resource provides the ability to manage the list of callback IVR menus for specific callback service queues.

IVR TTS Announcements

Allows the configuration of TTS announcements in callback IVR menus.

Number Mapping

Provides the public callback inbound number customers can call to each callback IVR menu.

Number Restrictions

The management of callback phone numbers that are either secure and reliable or not.

This resource provides the ability to manage and maintain a white and blacklist for callbacks and add the phone numbers as records to the lists.

Opening Hours

The management and configuration of business hours related to an organization.

This resource provides the ability to configure the times during which the call center is open for business.

Queue Phone Numbers

A list of existing callback queue phone numbers of a particular organization.

Callback Queue Phone Numbers are created by Geomant.

This resource provides the ability to view the list of callback queue phone numbers.

QueueChat Connector Configuration

Allows the ability to associate queues to workflows.

Resource Capability Management

Allows attribute assignments to agents.

Routing Config

Allows the configuration of the conditions needed to pair agents to customers in order to route interactions.

Service Queues

The management of callback service queues and its properties and features, like Call When Available or Schedule Call.

This resource provides the ability to configure and maintain the callback service queues related to different departments.

SMS Accounts

This resource provides the ability to configure and maintain the SMS accounts used to send short messages with the callback offer.

SMS Accounts are created by Geomant Personnel.

SMS Keywords

Keywords function as triggers, which can be used to request callback easily.

This resource provides the ability to add buzzwords to the SMS campaigns.

SMS Number Restrictions

Callback SMS Number Restriction works similarly as callback number restrictions, the only difference is that these numbers apply to the callback SMS accounts.

This resource provides the ability to manage and maintain a white and blacklist and add the phone numbers as records to the list of SMS accounts.

SMS Numbers

Callback SMS Numbers are the numbers used to send the short messages from to the customers.

This resource provides the ability to manage and maintain the list numbers for the short message system.

SMS Plans

Internal resource.

SMS Rates

Internal resource.

SMS Thresholds

Internal resource.

Steering Menus

Allows the configuration of the voice-to-chat IVR menus.

Survey Reporting

Not in use at the moment.

Surveys

Allows the configuration of the callback campaign SMS surveys.

Tenant Manager

Internal resource.

Time Slots

The management of time intervals of the operating hours of a department.

This resource provides the ability to create and configure the time slots for the department.

Timeslot Templates

Allows the offering of time slots to customers for scheduling callbacks.

Users

The management of user accounts within a company. User accounts are needed in order to access the Buzzeasy portal.

This resource provides the ability to create and edit new and existing user accounts and assign different roles to them.

Wizard

Allows access to the callback quick-start wizard.