Manage Role and Permissions

The XO Platform provides role-based user access to features. As such, Roles designate the users’ permissions and access level. The Role Management section lets you create and customize permissions for each.

You can find the Users section on the left navigation menu of the products or via the product switcher by going to Manage > Users > Manage Users.

The Role Management Live Board

This section lets you create, search (by name), and manage user roles; and lists existing roles along with the following information:

1. Role Name: The name of the user role, available throughout XO Platform.
2. Actions: Let you edit or delete a role.
3. Description: A short description of the role.
4. Type: Lists the role type: System is assigned to default, preconfigured roles, while Custom is assigned to custom roles.
5. Last Update: Displays the date when the role was last updated.

Default Roles

The default roles available within the XO Platform as the following:

1. App Owner: Users assigned to the App Owner role have full access to and control over the app definition.
2. App Developer: Users assigned to the App Developer role have co-developer access.
3. App Tester: Users assigned to the App Tester role have read-only access to the app definition.
4. Supervisor: Users assigned to the Supervisor role have operations management access.
5. Agent: Users assigned to the Agent role can access the agent console and internal chat.

Default roles are uneditable and non-removable, and all permissions are fixed. See the Permissions section below for details on what permissions are assigned by default to each default role.

Permissions

The table below shows the permissions available within the XO Platform and their assignment to each user role. In the Custom Role column, you can see all available permissions that can be assigned to custom roles.

Permissions

• The Monitor Console permission is restricted to the Queues that the user is assigned to.
• The Transfer/Close Multiple Conversations permission is split into three permissions-Change Queue for Conversations, Assign Conversations, and Force Close Conversations for individual or multiple conversations-and their values inherit from the parent permission. Select these permissions as Yes or No based on your use case.

Parent and Child Permissions

Agent Desktop Console and Monitor Console act as parent permissions. When a parent permission is No or View, the system automatically disables all associated child permissions and prevents any modification. The Monitor Console functions as a View permission when it's set to Yes and all underlying permissions are set to No.

APP OWNER

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	Full
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	Full
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	Full
Testing Manage Batch Testing and Conversation Testing.	Full
APP Developers Manage APP Owners and co-developers of an app.	Full
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	Full
Dashboard View and export dashboard data	Yes
Custom Dashboards Manage custom dashboards, widgets, and definitions	Full
Storyboard View and Create Scenes	Full
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	Yes
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	Yes
Publish bot Raise request to publish the bot	Yes
Bot Analytics View and export bot Analytics	Yes
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	Yes
IntentDiscovery Manage Intent Discovery	Full
Use Case Management Create and manage FAQs and conversations	Full
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full
Hours of Operation Create and manage hours of operation	Full
Queue Settings Create and manage queues	Full
Flow Management Create and manage experience flows	Full
Default Flows No ability to manage default flow properties	Full
Transfer Routing Rules Configure global transfer rules for chat/voice	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	Full
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	Full
Service Level - Configuration Manage the accessibility of service level feature	Full
User Management
Agent Status Create and manage agent status types	Full
Agent Settings Modify global agent settings	Full
Skill Management Create and manage agent skills & skill groups	Full
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console
Internal Chat Chat internally with others in the account	Yes
Audio Calls in Messaging Conversations Allow agents to add audio calls to a messaging interaction	Yes
Video Calls in Messaging Conversations Allow agents to add video calls to a messaging interaction	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Request Supervisor Support Allow user to send request for supervisor support	Yes
Receive Supervisor Support Allow user to receive request for supervisor support from an agent	Yes
Call Dialing Stage Settings Enable call controls during dialing by toggling the option in Outbound Dialer	No
Direct Outward Dialing Users can make direct outward calls	Yes
Outbound Email Make outbound emails if enabled for the account	Yes
Agent Channel Selection for Upcoming Interactions Allow user to select their preferred channel for Upcoming Interactions	Yes
Manually Redact Sensitive Data Allows the agent to manually redact selected portions of text during live conversations	Yes
Consult Call Allow agents to make a consult call before transferring the conversation	Yes
Widget Management Create and manage custom widgets	Full
Survey Management Create and manage surveys	Full
Disposition Management Create and manage dispositions	Full
Access to each agent's personal dashboard Define My Dashboard accessibility to agents	No
Standard Responses Create and manage standard responses	Full
Queues and Agents Access to Queues and Agents metrics in Dashboard	Yes
Secure Form Management Create and manage secure forms	Full
Secure Form Data View View filled-out secure forms and data	Yes
Monitor Console Access to the monitor tab for live interactions
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
Monitor Queue Visibility Determines which queues can be accessed by the user	All
Bot-led Interactions Access bot-driven interactions on the Monitor tab	Yes
Force Logout Allow user to force logout another user from the system	Yes
Change Queue for Conversations Allow user to change the queue for individual or multiple conversations	Yes
Assign Conversations Allow user to assign individual or multiple conversations to an agent	Yes
Force Close Conversations Allow user to force close individual or multiple conversations	Yes
Edit Disposition from Dashboard -> Interactions Access to edit disposition code after the conversation is completed	Yes
Download Interactions Data Allow user to download transcripts, recordings, events, and latency reports	Yes
Reports Create, view, and run reports	Full
Voice Campaigns Access to Voice campaigns under Campaigns module	Full
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full
Service Level Configuration Manage the accessibility of service level feature	Full
Dashboard Content Define whose interactions the user can access	All
Dynamic Queue Reprioritization Manage queue priority to control routing logic	Yes
System
Channel Management Manage communication channels	Full
Billing Manage account-level billing preferences	Full
API Manage API setup and configuration	Full
Language & Speech Control Manage ASR/TTS voice preferences	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full
WFM Configuration Management Can Manage WFM Configurations.	Yes
VoiceGateway Settings Manage 'Bot Delay Response Behaviour' settings	Full
Agent AI Settings Define Agent AI Widgets accessibility to Agents	Full
Agent Coaching - Configuration Manage the accessibility of real time coaching feature	Full
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes
Auto QA Enable and disable access for Auto QA	Full
Conversational Intelligence Configuration and view access to conversational Intelligence	Full
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	Full
Audit Allocation creation Access to create and assign interactions for audit to other users	Full
QA Functionalities Access Access to scored interactions, submit audits & QA dashboard	Full
Agent Scorecards & Attributes Access to agent scorecards & interactions	Full
Agent Dashboard Access to agent dashboard	No

App Owners have exclusive access to several high-level administrative features within the application. The following permissions are implicitly granted to App Owners and aren't available to any other user roles:

• Create New User Role: Only App Owners can access the Create New User Role menu. This feature is completely hidden from all other user roles.

• Billing Module Access: App Owners have access to the Billing module. This menu is not visible to any other users.

• Activation of Free Tokens: App Owners can activate free tokens. No other user roles have access to this functionality, and no additional permissions are required.

• App Profile Modification: Only App Owners can edit the App Profile. While other users may view the profile, they are restricted from making any changes.

• Delete App: Only App Owners have the ability to delete the app. This critical action is restricted to them, with no need for additional permissions.

APP DEVELOPER

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	Full
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	Full
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	Full
Testing Manage Batch Testing and Conversation Testing.	Full
App Developers Manage App Owners and co-developers of an app.	View
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	Full
Dashboard View and export dashboard data	Yes
Custom Dashboards Manage custom dashboards, widgets, and definitions	Full
Storyboard View and Create Scenes	Full
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	Yes
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	Yes
Publish bot Raise request to publish the bot	Yes
Bot Analytics View and export bot Analytics	Yes
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	Yes
IntentDiscovery Manage Intent Discovery	Full
Use Case Management Create and manage FAQs and conversations	Full
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full
Hours of Operation Create and manage hours of operation	Full
Queue Settings Create and manage queues	Full
Flow Management Create and manage experience flows	Full
Default Flows No ability to manage default flow properties	Full
Transfer Routing Rules Configure global transfer rules for chat/voice	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	Full
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	Full
Service Level - Configuration Manage the accessibility of service level feature	Full
User Management
Agent Status Create and manage agent status types	Full
Agent Settings Modify global agent settings	Full
Skill Management Create and manage agent skills & skill groups	Full
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console (Parent) Access and use the agent desktop console
Internal Chat Chat internally with others in the account	Yes
Audio Calls in Messaging Conversations Allow agents to add audio calls to a messaging interaction	Yes
Video Calls in Messaging Conversations Allow agents to add video calls to a messaging interaction	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Request Supervisor Support Allow user to send request for supervisor support	Yes
Receive Supervisor Support Allow user to receive request for supervisor support from an agent	Yes
Call Dialing Stage Settings Enable call controls during dialing by toggling the option in Outbound Dialer	No
Direct Outward Dialing Users can make direct outward calls	Yes
Outbound Email Make outbound emails if enabled for the account	Yes
Agent Channel Selection for Upcoming Interactions Allow user to select their preferred channel for Upcoming Interactions	Yes
Manually Redact Sensitive Data Allows the agent to manually redact selected portions of text during live conversations	Yes
Consult Call Allow agents to make a consult call before transferring the conversation	Yes
Widget Management Create and manage custom widgets	Full
Survey Management Create and manage surveys	Full
Disposition Management Create and manage dispositions	Full
Access to each agent's personal dashboard Define My Dashboard accessibility to agents	No
Standard Responses Create and manage standard responses	Full
Queues and Agents Access to Queues and Agents metrics in Dashboard	Yes
Secure Form Management Create and manage secure forms	Full
Secure Form Data View View filled-out secure forms and data	Yes
Monitor Console (Parent) Access to the monitor tab for live interactions
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
Monitor Queue Visibility Determines which queues can be accessed by the user	All
Bot-led Interactions Access bot-driven interactions on the Monitor tab	Yes
Force Logout Allow user to force logout another user from the system	Yes
Change Queue for Conversations Allow user to change the queue for individual or multiple conversations	Yes
Assign Conversations Allow user to assign individual or multiple conversations to an agent	Yes
Force Close Conversations Allow user to force close individual or multiple conversations	Yes
Edit Disposition from Dashboard -> Interactions Access to edit disposition code after the conversation is completed	Yes
Download Interactions Data Allow user to download transcripts, recordings, events, and latency reports	Yes
Reports Create, view, and run reports	Full
Voice Campaigns Access to Voice campaigns under Campaigns module	Full
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full
Service Level Configuration Manage the accessibility of service level feature	Full
Dashboard Content Define whose interactions the user can access	All
Dynamic Queue Reprioritization Manage queue priority to control routing logic	Yes
System
Channel Management Manage communication channels	Full
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	Full
Language & Speech Control Manage ASR/TTS voice preferences	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full
WFM Configuration Management Can Manage WFM Configurations.	Yes
VoiceGateway Settings Manage 'Bot Delay Response Behaviour' settings	Full
Agent AI Settings Define Agent AI Widgets accessibility to Agents	Full
Agent Coaching - Configuration Manage the accessibility of real time coaching feature	Full
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	No
Audit Allocation creation Access to create and assign interactions for audit to other users	No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	No

APP TESTER

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	View
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	View
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	View
Testing Manage Batch Testing and Conversation Testing.	View
App Developers Manage App Owners and co-developers of an app.	View
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	No
Dashboard View and export dashboard data	Yes
Custom Dashboards Manage custom dashboards, widgets, and definitions	View
Storyboard View and Create Scenes	View
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	No
Publish bot Raise request to publish the bot	No
Bot Analytics View and export bot Analytics	Yes
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	No
IntentDiscovery Manage Intent Discovery	Full
Use Case Management Create and manage FAQs and conversations	Full
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full
Hours of Operation Create and manage hours of operation	Full
Queue Settings Create and manage queues	Full
Flow Management Create and manage experience flows	Full
Default Flows No ability to manage default flow properties	Full
Transfer Routing Rules Configure global transfer rules for chat/voice	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	Full
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	Full
Service Level - Configuration Manage the accessibility of service level feature	Full
User Management
Agent Status Create and manage agent status types	Full
Agent Settings Modify global agent settings	Full
Skill Management Create and manage agent skills & skill groups	Full
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console (Parent) Access and use the agent desktop console
Internal Chat Chat internally with others in the account	Yes
Audio Calls in Messaging Conversations Allow agents to add audio calls to a messaging interaction	Yes
Video Calls in Messaging Conversations Allow agents to add video calls to a messaging interaction	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Request Supervisor Support Allow user to send request for supervisor support	Yes
Receive Supervisor Support Allow user to receive request for supervisor support from an agent	Yes
Call Dialing Stage Settings Enable call controls during dialing by toggling the option in Outbound Dialer	No
Direct Outward Dialing Users can make direct outward calls	Yes
Outbound Email Make outbound emails if enabled for the account	Yes
Agent Channel Selection for Upcoming Interactions Allow user to select their preferred channel for Upcoming Interactions	No
Manually Redact Sensitive Data Allows the agent to manually redact selected portions of text during live conversations	No
Consult Call Allow agents to make a consult call before transferring the conversation	Yes
Widget Management Create and manage custom widgets	Full
Survey Management Create and manage surveys	Full
Disposition Management Create and manage dispositions	Full
Access to each agent's personal dashboard Define My Dashboard accessibility to agents	No
Standard Responses Create and manage standard responses	Full
Queues and Agents Access to Queues and Agents metrics in Dashboard	Yes
Secure Form Management Create and manage secure forms	Full
Secure Form Data View View filled-out secure forms and data	Yes
Monitor Console (Parent) Access to the monitor tab for live interactions
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
Monitor Queue Visibility Determines which queues can be accessed by the user	All
Bot-led Interactions Access bot-driven interactions on the Monitor tab	No
Force Logout Allow user to force logout another user from the system	Yes
Change Queue for Conversations Allow user to change the queue for individual or multiple conversations	Yes
Assign Conversations Allow user to assign individual or multiple conversations to an agent	Yes
Force Close Conversations Allow user to force close individual or multiple conversations	Yes
Edit Disposition from Dashboard -> Interactions Access to edit disposition code after the conversation is completed	Yes
Download Interactions Data Allow user to download transcripts, recordings, events, and latency reports	Yes
Reports Create, view, and run reports	Full
Voice Campaigns Access to Voice campaigns under Campaigns module	Full
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full
Service Level Configuration Manage the accessibility of service level feature	Full
Dashboard Content Define whose interactions the user can access	All
Dynamic Queue Reprioritization Manage queue priority to control routing logic	Yes
System
Channel Management Manage communication channels	Full
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	Full
Language & Speech Control Manage ASR/TTS voice preferences	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full
WFM Configuration Management Can Manage WFM Configurations.	Yes
VoiceGateway Settings Manage 'Bot Delay Response Behaviour' settings	None
Agent AI Settings Define Agent AI Widgets accessibility to Agents	Full
Agent Coaching - Configuration Manage the accessibility of real time coaching feature	Full
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes
Campaign Module Allow users to Access and Manage the Campaigns Module	No
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	No
Audit Allocation creation Access to create and assign interactions for audit to other users	No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	No	Yes
Agent Dashboard Access to agent dashboard	No

SUPERVISOR

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	No
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	No
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	No
Testing Manage Batch Testing and Conversation Testing.	No
App Developers Manage App Owners and co-developers of an App.	No
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	No
Dashboard View and export dashboard data	No
Custom Dashboards Manage custom dashboards, widgets, and definitions	No
Storyboard View and Create Scenes	No
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	No
Publish bot Raise request to publish the bot	No
Bot Analytics View and export bot Analytics	No
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	No
IntentDiscovery Manage Intent Discovery	No
Use Case Management Create and manage FAQs and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	No
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Queue Settings Create and manage queues	Full
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Transfer Routing Rules Configure global transfer rules for chat/voice	None
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	None
Service Level - Configuration Manage the accessibility of service level feature	Full
User Management
Agent Status Create and manage agent status types	Full
Agent Settings Modify global agent settings	Full
Skill Management Create and manage agent skills & skill groups	Full
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console (Parent) Access and use the agent desktop console
Internal Chat Chat internally with others in the account	Yes
Audio Calls in Messaging Conversations Allow agents to add audio calls to a messaging interaction	Yes
Video Calls in Messaging Conversations Allow agents to add video calls to a messaging interaction	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Request Supervisor Support Allow user to send request for supervisor support	Yes
Receive Supervisor Support Allow user to receive request for supervisor support from an agent	Yes
Call Dialing Stage Settings Enable call controls during dialing by toggling the option in Outbound Dialer	No
Direct Outward Dialing Users can make direct outward calls	Yes
Outbound Email Make outbound emails if enabled for the account	Yes
Agent Channel Selection for Upcoming Interactions Allow user to select their preferred channel for Upcoming Interactions	No
Manually Redact Sensitive Data Allows the agent to manually redact selected portions of text during live conversations	Yes
Consult Call Allow agents to make a consult call before transferring the conversation	Yes
Widget Management Create and manage custom widgets	Full
Survey Management Create and manage surveys	None
Disposition Management Create and manage dispositions	None
Access to each agent's personal dashboard Define My Dashboard accessibility to agents	No
Standard Responses Create and manage standard responses	None
Queues and Agents Access to Queues and Agents metrics in Dashboard	Yes
Secure Form Management Create and manage secure forms	Full
Secure Form Data View View filled-out secure forms and data	Yes
Monitor Console (Parent) Access to the monitor tab for live interactions
Join Conversation Allow user to join a conversation	Yes
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes
Monitor Queue Visibility Determines which queues can be accessed by the user	Self
Bot-led Interactions Access bot-driven interactions on the Monitor tab	Yes
Force Logout Allow user to force logout another user from the system	Yes
Change Queue for Conversations Allow user to change the queue for individual or multiple conversations	Yes
Assign Conversations Allow user to assign individual or multiple conversations to an agent	Yes
Force Close Conversations Allow user to force close individual or multiple conversations	Yes
Edit Disposition from Dashboard -> Interactions Access to edit disposition code after the conversation is completed	Yes
Download Interactions Data Allow user to download transcripts, recordings, events, and latency reports	Yes
Reports Create, view, and run reports	Full
Voice Campaigns Access to Voice campaigns under Campaigns module	Full
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full
Service Level Configuration Manage the accessibility of service level feature	Full
Dashboard Content Define whose interactions the user can access	All
Dynamic Queue Reprioritization Manage queue priority to control routing logic	Yes
System
Channel Management Manage communication channels	None
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	None
Language & Speech Control Manage ASR/TTS voice preferences	Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None
WFM Configuration Management Can Manage WFM Configurations.	No
VoiceGateway Settings Manage 'Bot Delay Response Behaviour' settings	Full
Agent AI Settings Define Agent AI Widgets accessibility to Agents	None
Agent Coaching - Configuration Manage the accessibility of real time coaching feature	None
Other Modules
Answers Module Allow users to Access and Manage Answers Module	No
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes
AgentAI Module Allow user to Access and Manage AgentAI Module	No
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	View
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	Full
Audit Allocation creation Access to create and assign interactions for audit to other users	Full
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	Full
Agent Scorecards & Attributes Access to agent scorecards & interactions	Full
Agent Dashboard Access to agent dashboard	No

AGENT

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	No
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	No
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	No
Testing Manage Batch Testing and Conversation Testing.	No
App Developers Manage App Owners and co-developers of an App.	No
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	No
Dashboard View and export dashboard data	No
Custom Dashboards Manage custom dashboards, widgets, and definitions	No
Storyboard View and Create Scenes	No
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	No
Publish bot Raise request to publish the bot	No
Bot Analytics View and export bot Analytics	No
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	No
IntentDiscovery Manage Intent Discovery	No
Use Case Management Create and manage FAQs and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	No
Automations Tab Access to the automations tab and XO Platform	No
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Queue Settings Create and manage queues	None
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Transfer Routing Rules Configure global transfer rules for chat/voice	None
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	None
Service Level - Configuration Manage the accessibility of service level feature	None
User Management
Agent Status Create and manage agent status types	None
Agent Settings Modify global agent settings	None
Skill Management Create and manage agent skills & skill groups	None
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	None
Change User Role Allow user roles to be modified	No
Agent & Supervisor Experience
Agent Desktop Console (Parent) Access and use the agent desktop console
Internal Chat Chat internally with others in the account	Yes
Audio Calls in Messaging Conversations Allow agents to add audio calls to a messaging interaction	Yes
Video Calls in Messaging Conversations Allow agents to add video calls to a messaging interaction	Yes
Desktop Layout Creation Create custom desktop layouts in the console	No
Desktop Layout Publishing Publish custom layouts for account-wide use	No
Request Supervisor Support Allow user to send request for supervisor support	Yes
Receive Supervisor Support Allow user to receive request for supervisor support from an agent	No
Call Dialing Stage Settings Enable call controls during dialing by toggling the option in Outbound Dialer	No
Direct Outward Dialing Users can make direct outward calls	No
Outbound Email Make outbound emails if enabled for the account	No
Agent Channel Selection for Upcoming Interactions Allow user to select their preferred channel for Upcoming Interactions	No
Manually Redact Sensitive Data Allows the agent to manually redact selected portions of text during live conversations	No
Consult Call Allow agents to make a consult call before transferring the conversation	Yes
Widget Management Create and manage custom widgets	None
Survey Management Create and manage surveys	None
Disposition Management Create and manage dispositions	None
Access to each agent's personal dashboard Define My Dashboard accessibility to agents	No
Standard Responses Create and manage standard responses	None
Queues and Agents Access to Queues and Agents metrics in Dashboard	No
Secure Form Management Create and manage secure forms	None
Secure Form Data View View filled-out secure forms and data	No
Monitor Console (Parent) Access to the monitor tab for live interactions
Join Conversation Allow user to join a conversation	No
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	No
Monitor Queue Visibility Determines which queues can be accessed by the user	Self
Bot-led Interactions Access bot-driven interactions on the Monitor tab	No
Force Logout Allow user to force logout another user from the system	No
Change Queue for Conversations Allow user to change the queue for individual or multiple conversations	No
Assign Conversations Allow user to assign individual or multiple conversations to an agent	No
Force Close Conversations Allow user to force close individual or multiple conversations	No
Edit Disposition from Dashboard -> Interactions Access to edit disposition code after the conversation is completed	No
Download Interactions Data Allow user to download transcripts, recordings, events, and latency reports	No
Reports Create, view, and run reports	None
Voice Campaigns Access to Voice campaigns under Campaigns module	None
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	None
SMS Campaigns Access to SMS campaigns under the Campaigns module	None
Service Level Configuration Manage the accessibility of service level feature	None
Dashboard Content Define whose interactions the user can access	Own
Dynamic Queue Reprioritization Manage queue priority to control routing logic	No
System
Channel Management Manage communication channels	None
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	None
Language & Speech Control Manage ASR/TTS voice preferences	None
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None
WFM Configuration Management Can Manage WFM Configurations.	No
VoiceGateway Settings Manage 'Bot Delay Response Behaviour' settings	None
Agent AI Settings Define Agent AI Widgets accessibility to Agents	None
Agent Coaching - Configuration Manage the accessibility of real time coaching feature	None
Other Modules
Answers Module Allow users to Access and Manage Answers Module	No
Campaign Module Allow users to Access and Manage the Campaigns Module	No
AgentAI Module Allow user to Access and Manage AgentAI Module	No
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	No
Audit Allocation creation Access to create and assign interactions for audit to other users	No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	No
Agent Scorecards & Attributes Access to agent scorecards & interactions	No
Agent Dashboard Access to agent dashboard	Full

CUSTOM ROLE

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	Full View No
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	Full View No
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	Full View No
Testing Manage Batch Testing and Conversation Testing.	Full View No
App Developers Manage App Owners and co-developers of an App.	Full View No
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	Full View No
Dashboard View and export dashboard data	Yes No
Custom Dashboards Manage custom dashboards, widgets, and definitions	Full View No
Storyboard View and Create Scenes	Full View No
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	Yes No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	Yes No
Publish bot Raise request to publish the bot	Yes No
Bot Analytics View and export bot Analytics	Yes No
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	Yes No
IntentDiscovery Manage Intent Discovery	Full View No
Use Case Management Create and manage FAQs and conversations	View None Full
Automations DashBoard Access to automation metrics in Dashboard	Yes No
Automations Tab Access to the automations tab and XO Platform	Yes No
Flows & Routing
Waiting Experience Create and manage waiting experiences	View None Full
Hours of Operation Create and manage hours of operation	View None Full
Queue Settings Create and manage queues	View None Full
Flow Management Create and manage experience flows	View None Full
Default Flows No ability to manage default flow properties	View None Full
Transfer Routing Rules Configure global transfer rules for chat/voice	View None Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None Full
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	View None Full
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	View None Full
Service Level - Configuration Manage the accessibility of service level feature	View None Full
User Management
Agent Status Create and manage agent status types	View None Full
Agent Settings Modify global agent settings	View None Full
Skill Management Create and manage agent skills & skill groups	View None Full
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes No
Agent Group Management Create and manage agent groups	View None Full
Change User Role Allow user roles to be modified	Yes No
Agent & Supervisor Experience
Agent Desktop Console (Parent) Access and use the agent desktop console
Internal Chat Chat internally with others in the account	Yes No
Audio Calls in Messaging Conversations Allow agents to add audio calls to a messaging interaction	Yes No
Video Calls in Messaging Conversations Allow agents to add video calls to a messaging interaction	Yes No
Desktop Layout Creation Create custom desktop layouts in the console	Yes No
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes No
Request Supervisor Support Allow user to send request for supervisor support	Yes No
Receive Supervisor Support Allow user to receive request for supervisor support from an agent	Yes No
Call Dialing Stage Settings Enable call controls during dialing by toggling the option in Outbound Dialer	Yes No
Direct Outward Dialing Users can make direct outward calls	Yes No
Outbound Email Make outbound emails if enabled for the account	Yes No
Agent Channel Selection for Upcoming Interactions Allow user to select their preferred channel for Upcoming Interactions	Yes No
Manually Redact Sensitive Data Allows the agent to manually redact selected portions of text during live conversations	Yes No
Consult Call Allow agents to make a consult call before transferring the conversation	Yes No
Widget Management Create and manage custom widgets	View None Full
Survey Management Create and manage surveys	View None Full
Disposition Management Create and manage dispositions	View None Full
Access to each agent's personal dashboard Define My Dashboard accessibility to agents	Yes No
Standard Responses Create and manage standard responses	View None Full
Queues and Agents Access to Queues and Agents metrics in Dashboard	Yes No
Secure Form Management Create and manage secure forms	View None Full
Secure Form Data View View filled-out secure forms and data	Yes No
Monitor Console (Parent) Access to the monitor tab for live interactions
Join Conversation Allow user to join a conversation	Yes No
Listen and Whisper Conversation Allow user to listen and whisper to a conversation	Yes No
Monitor Queue Visibility Determines which queues can be accessed by the user	All Self
Bot-led Interactions Access bot-driven interactions on the Monitor tab	Yes No
Force Logout Allow user to force logout another user from the system	Yes No
Change Queue for Conversations Allow user to change the queue for individual or multiple conversations	Yes No
Assign Conversations Allow user to assign individual or multiple conversations to an agent	Yes No
Force Close Conversations Allow user to force close individual or multiple conversations	Yes No
Edit Disposition from Dashboard -> Interactions Access to edit disposition code after the conversation is completed	Yes No
Download Interactions Data Allow user to download transcripts, recordings, events, and latency reports	Yes No
Reports Create, view, and run reports	View None Full
Voice Campaigns Access to Voice campaigns under Campaigns module	View None Full
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	View None Full
SMS Campaigns Access to SMS campaigns under the Campaigns module	View None Full
Service Level Configuration Manage the accessibility of service level feature	View None Full
Dashboard Content Define whose interactions the user can access	Own All
Dynamic Queue Reprioritization Manage queue priority to control routing logic	Yes No
System
Channel Management Manage communication channels	View None Full
Billing Manage account-level billing preferences	View None Full
API Manage API setup and configuration	View None Full
Language & Speech Control Manage ASR/TTS voice preferences	View None Full
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None Full
WFM Configuration Management Can Manage WFM Configurations.	Yes No
VoiceGateway Settings Manage 'Bot Delay Response Behaviour' settings	View None Full
Agent AI Settings Define Agent AI Widgets accessibility to Agents	View None Full
Agent Coaching - Configuration Manage the accessibility of real time coaching feature	View None Full
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes No
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes No
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes No
Auto QA Enable and Disable access for Auto QA	Full No
Conversational Intelligence Configuration and view access to conversational Intelligence	View Full No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	Full View No
Audit Allocation creation Access to create and assign interactions for audit to other users	Full No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	Full No

Custom Roles

You can create custom user roles within the XO Platform to suit your business needs. Unlike the default ones, custom user roles let you assign preferred permissions. You can add, edit, and delete custom roles if you have the Role Management permission set to Yes.

Add a New Role

Steps to add a new role:

1. Click + New Role.
   

2. In the New Role window, fill out the following fields:

   1. Role Name: This name is assigned to the user role across XO Platform. For example, Experience Designer.
   2. Description: Add other information on the role, responsibilities, or access level.
   3. Permissions: Set the access permissions by selecting one of the available options within the dropdown next to each permission.
   4. Click Save.
      

Edit a Role

Steps to edit an existing role:

1. Click the Ellipsis icon (⋮) for the role you want to update and click Edit.

2. In the Edit Role window, make changes to the required fields and click Save.

Delete a Role

Steps to delete a custom role:

1. Click the Ellipsis icon (⋮) for the role you want to update and click Delete.
   

2. A confirmation message is displayed. Click Yes.
   

3. A confirmation message is displayed and the custom role is deleted.

   Notes

   • You cannot delete default roles (App Owner, App Developer, App Tester, Supervisor, and Agent).
   • You cannot restore deleted roles.

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