Profiles (permissions) Document Version: V1.6 March 2018

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Profiles (permissions) Create profiles with different permission sets for greater role flexibility At LiveEngage we recognize that every brand is unique and employs an individual approach to managing their users. We want to ensure that complex organizations have the flexibility to tailor user roles to the distinct way they run their business. The permissions feature provides brands with the opportunity to fully customize each of the four LiveEngage roles:

• Agent • Agent Manager • Campaign Manager • Admin

Customized profiles Brands are able to create profiles - customized permissions sets within roles. For example, within the Agent role, Senior Agent and Junior Agent profiles can be created, with permission sets enabled or disabled for each profile. For ease and usability, LiveEngage creates a default permission set per role. Brands can customize these sets and also have the option to create new profiles that meet their specific structural business needs. In addition to these configurable permission sets, there is a core set of permissions within each role that cannot be disabled. For the full list, refer to the Appendix. Multiple user roles To ensure small and medium-sized businesses also have flexibility within their user management capabilities, Users can now be assigned more than one role. For example, a manager who also takes chats can be assigned both ‘Agent Manager’ and ‘Agent’ roles and a Campaign Manager who also manages users and takes care of account administration can be assigned both ‘Campaign Manager’ and ‘Admin’ roles. More control for Agent Managers To further empower Agent Managers, there will be an additional option to grant this role limited user management permissions, including:

• create/edit users of Agent and Agent Manager roles within their group’s structure • create/edit Agent groups within group’s structure • create/edit Agent and Agent Manager’s profiles • create/edit skills

Note: Profiles and Users can only be configured by Admins and Agent Managers with special permissions. To create or customize a profile:

1. In the User tab, select Add Profile. The Edit Profile screen will appear.

2. Select the Role the profile will sit within: Agent, Agent Manager, Campaign Manager or Admin.

3. Give the profile a name, e.g. Senior Agent Manager and add a description (optional).

4. The permissions assigned to the role will appear automatically enabled. Switch the toggles

off to disable individual permissions.

5. To return the profile to the default permissions set, click restore defaults.

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6. Save the profile.

To create a user and assign a profile:

1. On the Users list, click Add user at the bottom of the page.

2. Type in the user’s details. • Login name • Email address • User’s name • User’s nickname (this is the name that will be displayed to visitors in a chat)

3. Under Assignment, select the profile(s) that apply to the user. Up to four profiles can be

selected, but only one from within each role.

Steps 4 and 5 apply to users with an Agent role profile only:

4. Set the maximum number of chats that the user can accept at any given moment. Consider your agent’s capabilities, the number of agents available, etc.

5. For visitors to be routed to the appropriate agent when they initiate a chat, assign the user

a skill: • Select a skill from the menu by clicking the Skills field and selecting an existing skill, or • Create a new skill by typing in the name of the skill in the Skills field

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Note: Agents who are not assigned to skills can only accept chats originated by engagements that are not assigned to skills.

6. Set a password. Click Save.

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Appendix A role defines the scope of the user’s work. Each role encompasses a unique set of permissions. Roles cannot be created or edited. A profile is a set of permissions, derived from a LiveEngage role. Profiles can be created and edited. Role: Agent The following core permissions are included with the Agent role and cannot be disabled:

• Ability for Agent to change their name, password, regional settings and so on • Ability to accept any chat or conversation request, within the Agent’s maximum

concurrency limit • View information about their individual performance

The following table lists the permissions that can be configured for the Agent role, along with their definitions and default state:

Agent permissions Permission definition Default State (role)

Join another Agents' conversations

Join a conversation handled by another Agent within their Group.

Off

View other Agents' conversations

View conversations handled by other Agents within their Group.

Off

View Agent List View full list of Agents within their Group. Off

Use secure form within a conversation

For brands who have enabled the secure forms feature, this permission allows the Agent to use the form within a conversation.

On

Initiate CoBrowse view-only session, with scroll control

Invite consumer to join a CoBrowse session, with the ability to view their screen with scroll control.

On

Initiate CoBrowse view-only session

Invite consumer to join a CoBrowse session, with the ability to view their screen.

On

Initiate CoBrowse shared control session

Invite consumer to join a CoBrowse session, with the ability to control actions on their screen.

On

Handle messaging conversations

For brands who have enabled the Messaging feature, this permission allows an agent to handle messaging conversations.

On

Handle messaging conversations and access All Connections List

For brands who have enabled the Messaging feature, this permission allows an agent to handle

On

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messaging conversations and view all resolved conversations handled by agents.

Set manual SLA Allows agents to manually configure the response time in a conversation

On

View Connection Area View relevant content from the Connection Area per journey.

On

Contact LivePerson support within Connection Area

Chat with the LivePerson support team. On

View support cases in Connection Area

View open and closed support cases from the Connection Area.

Off

Update consumer profile via API

Enables agent to use the Consumer Profile API to make edits to a consumer’s profile

Off

Role: Agent Manager The following core permissions are included with the Agent Manager role and cannot be disabled:

• Ability for Agent manager to change their name, password, regional settings and so on • View the status of the chat queue for all Agents in the queue health dashboard • View detailed information about Agent performance and engagement activity in the Agent

Manager BI dashboard The following table lists the permissions that can be configured for the Agent Manager role, along with their definitions and default state:

Agent Manager permissions

Permission definition Default State (role)

Join Agents' conversations

Join a conversation handled by any Agent within their Group(s) or Sub-group(s).

On

View Agents' conversations

View conversations handled by Agents within their Group(s) or Sub-group(s).

On

View All Connections List

For brands who have enabled the Messaging feature, this permission allows viewing of all resolved conversations handled by Agents.

On

View Engagement History

View all engagements handled by Agents within their Group(s) or Sub-group(s).

On

View Agent List View full list of Agents within their Group. On

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Night Vision (advanced configuration)

Make advanced configurations within Night Vision. On

View secure form responses in Engagement History

For brands who have enabled the secure forms feature, this permission allows the Agent Manager to view all secure form responses in the Engagement History.

Off

Edit Agent users Create, edit or delete users with an Agent role within their Group(s) or Sub-group(s).

Off

Edit Agent Manager users

Create, edit or delete users with an Agent Manager role within their Group(s) or Sub-group(s).

Off

Edit Agent profile Create, edit or delete Agent role profiles. Off

Edit Agent Manager profile

Create, edit or delete Agent Manager role profiles. Off

Agent Groups administration

Create, edit, restructure or delete their Agent Groups or Sub-groups.

Off

Edit Skills Create, edit or delete Skills. Off

Export users Export the list of Agent or Agent Manager users in their groups or sub-groups; this will also export the list of skills, profiles and the groups and sub-groups managed by the Agent Managers.

Off

Set manual SLA Allows agents to manually configure the response time in a conversation

On

View reports in Operational BI

View reports in the Operational BI dashboard. On

View Connection Area View relevant content from the Connection Area per journey.

On

Contact LivePerson support within Connection Area

Chat with the LivePerson support team. On

View support cases in Connection Area

View open and closed support cases from the Connection Area.

Off

Configure shift status For brands who have enabled the Messaging feature, this permission allows an agent manager to configure the shift status.

On

Update consumer profile via API

Enables agent manager to use the Consumer Profile API to make edits to a consumer’s profile

Off

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Role: Campaign Manager The following core permissions are included with the Campaign Manager role and cannot be disabled:

• Ability for Campaign Manager to change their name, password, regional settings and so on • View all Campaigns in the Campaigns tab • View all visitors in the Agent Workspace • View a snapshot of the performance of all your account’s Campaigns in the Campaigns

Dashboard • View detailed information on the performance of all your account’s Campaigns in the

Campaign Manager BI dashboard The following table lists the permissions that can be configured for the Campaign Manager role, along with their definitions and default state:

Campaign Manager permissions

Permission definition Default state (role)

Edit campaigns Create and modify campaigns. On

Publish campaigns Control the publishing of campaigns. On

Configure predefined content

Add and edit Predefined Content in the Agent Workspace.

On

Configure automatic messages

Add and edit Automatic Messages in the Agent Workspace.

On

Configure engagement attributes

Add and edit Engagement Attributes used in Campaigns.

On

Import and export predefined content

Import and export Predefined Content to and from LiveEngage.

On

Export predefined content

Export Predefined Content from LiveEngage. On

View API keys For brands who have enabled the API key management feature, this permission allows the Campaign Manager to view API keys used by the brand.

On

Edit conversation source Configure consumer entry points to engage with your brand.

On

Edit skills Edit skills and configure default survey for skill change.

On

Configure authentication server

For brands who have enabled the authentication conversation feature, this permission allows users to configure the authentication server.

On

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View reports in Operational BI

View reports in the Operational BI dashboard. Off

View reports in Campaign BI

View reports in the Campaign BI dashboard. On

View Connection Area View relevant content from the Connection Area per journey.

On

Contact LivePerson support within Connection Area

Chat with the LivePerson support team. On

View support cases in Connection Area

View open and closed support cases from the Connection Area.

Off

Role: Admin The following core permissions are included with the Admin role and cannot be disabled:

• Ability to change their name, password, regional settings and so on • View all Campaigns in the Campaigns tab • View all visitors in the Agent Workspace • View a snapshot of the performance of all your account’s Campaigns in the Campaigns

Dashboard • View detailed information on the performance of all your account’s Campaigns in the

Campaign Manager BI dashboard • Ability to configure the authentication server • Ability to configure monitored domains • View the LiveEngage tag page

The following table lists the permissions that can be configured for the Admin role, along with their definitions and default state:

Admin permissions Permission definitions Default State (role)

User administration Create, edit and delete users and configure their assignments.

On

Profile administration Create, edit and delete profiles (including customizing permissions).

On

Skill administration Create, edit and delete Skills. On

Agent Groups administration

Create, edit, restructure or delete Agent Groups. On

API key administration For brands who have enabled the API key management feature, this permission allows the Campaign Manager to view API keys used by the brand.

On

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Night Vision (advanced configuration)

Make advanced configurations within Night Vision. On

Lines of Business administration

For brands who have enabled the Lines of Business feature, this permission allows Administrators to create, edit and delete individual Lines of Business within their LiveEngage account.

On

View account billing details

Access to billing details and online invoices. On

View and export audit trail

For brands with the audit trail feature enabled, this permission allows admins to view and export audit trail data.

On

View Connection Area View relevant content from the Connection Area per journey.

On

Contact LivePerson support within Connection Area

Chat with the LivePerson support team. On

View support cases in Connection Area

View open and closed support cases from the Connection Area.

Off

Configure shift status For brands who have enabled the Messaging feature, this permission allows an admin to configure the shift status.

On

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