User Roles

Using roles, Live Experience distinguishes between the following kinds of users: associates, supervisors, and administrators.

• An associate has access to the Live Experience Associate Desktop to engage with customers, either by answering incoming engagements that are routed to them, or by directly calling or engagement with customers.
• A supervisor has limited access to the Live Experience Admin Console. Supervisors can view the Service Overview Dashboard, search for engagement details, and play back recorded engagements.
• An administrator has complete access to the Live Experience Admin Console. Administrators can enable and disable features, create and modify users and teams, create and modify engagement scenarios, view the Service Overview Dashboard, view reports, search for engagement details, and play back recorded engagements.

When assigning roles, assign a user the role with the minimum level of privilege required for them to do their job effectively. You should end up with only a handful of administrators, a number of supervisors that represent your organization's managerial structure, and most of your users assigned only the Associate role.

You can grant multiple roles to your users to give them access to multiple interfaces.

User Roles

Role or Role Combination	Live Experience Feature Access
Administrator	Complete access to Admin Console. Can't be assigned to teams.
Supervisor	Access only to service dashboard, reporting dashboard, and engagement history in the Admin Console. Can't be assigned to teams.
Associate	Complete access to the Associate Desktop. Can be assigned to teams.
Administrator and Associate	Complete access to the Admin Console as well as the Associate Desktop. Can be assigned to teams because of the Associate role.
Supervisor and Associate	Access only to service dashboard, reporting dashboard, and engagement history in the Admin Console, and access to the Associate Desktop. Can be assigned to teams because of the Associate role.

Note: Several possible combinations aren't listed in the table above because they're irrelevant. For example, there's no reason to have a user with both administrator and supervisor roles, since the administrator role already has full access to the Admin Console.