Agent roles are assigned to agent users who access the agent portal. There are two types of agent roles:
Read-Write (RW) Roles: Allow users to view, modify, and manage objects, dashboards, lists, and reports.
Read-Only (RO) Roles: Allow users to view but not modify the available content.
Create a New Agent Role
To create an agent role,
In the Admin Interface, navigate to Agent Roles.
A list of existing Agent roles will be displayed.
Create or Clone:
Click "Create New" to define a new role.
Alternatively, use the Clone option to duplicate an existing role and modify it.
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Provide Role Details:
Name: Enter a unique name for the role.
Description: Add a brief description of the role’s purpose.
Type: Choose one of the following:
RW (Read-Write) – Grants permission to modify content.
RO (Read-Only) – Grants view-only access.
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Note
Once the role type is defined, it cannot be modified.
Managing Role Permissions
To manage the newly created role, open it to configure its permissions and access.
Add Agents
Click the "+" icon to add Agent users to this role.
A list of available Agents will be displayed for selection.
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Additional Role Permissions
Default Dashboard:
Select a default dashboard that will be displayed to users with this role.
Permissible Dashboards:
Choose the dashboards accessible for this role.
Permissible General Lists:
Select the lists accessible to this role.
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Track Permissions
Add a Track to the Role:
Select the Team and Track from the dropdowns and click Add.
All permissible Tracks will be listed below.
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Manage Individual Track Permissions
Click on the specific Track where you want to configure role permissions.
This opens sections where you can manage permissions for different item types within the Track.
Example
To make a Display View accessible:
Open the Track.
Go to the "Permissible Display View" section.
Click the "+" icon.
Select the desired Display View from the list.
Click "Add Selected" to apply the changes.
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Below are the item types within a Track where permissions can be configured:
Permissible List Views – Grant access to specific list views.
Permissible Display Views – Allow permission to view objects.
Permissible Edit Views – Allow permission to edit objects.
Permissible Add Views – Control access to adding objects.
Permissible Delete Views – Allow permissions to delete objects.
Reports – Assign report access.
Charts – Enable access to charts.
Documents – Allow access to relevant documents.
Comment and State Permissions
Comment Permissions:
Enable the checkbox to make the comments Read Only for the role.
Restrict State Changes:
If you do not want users with this role to modify object states using the dropdown explicitly, disable the state permissions.
You can either:
Uncheck all states to revoke state-change privileges entirely.
Uncheck specific states that should remain unmodifiable by users with this role.
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