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Manage Users for Real-Time Guidance Agent

While all Users are managed in Administration Platform, Real-Time Guidance Agent provides additional features to help you manage your user's access and permissions. This topic aims to help Administrators understand and use the additional components when managing Users for Real-Time Guidance Agent.

Note

For complete details on how to manage your Users in Administration Platform click here.

Real-Time Guidance Agent Users - Components and Considerations

Real-Time Guidance Agent makes use of the user management tools provided on Administration Platform including Roles, Users, and an Organizational Hierarchy. If needed Users can be added manually or by CSV import as well as deactivated and/or deleted manually in the system, for more information click here.

Real-Time Guidance Agent Users - Organization Hierarchy

Within the Organization Hierarchy, there are Users, Groups, and Subgroups. For information on adding/removing Users, Groups, and Subgroups to/from your Organization Hierarchy, click here.

Real-Time Guidance Agent Users - Roles

User Roles provide access permissions to Users, Roles are given to individual users to provide the base access and permissions required for their day to day operations. Real-Time Guidance Agent utilizes the Roles detailed below to help you delegate access permissions across your users.

Although Administration Platform allows you to simultaneously assign more than one Role to a user, Real-Time Guidance Agent does not support the use of multiple Roles. Consult with your Uniphore Support Representative for detailed limitations.

Note

This is not a complete list of the Roles available in Administration Platform. The information provided below describes how each Role is used for Real-Time Guidance Agent specifically, other product permissions may be granted by the Role if other applications are deployed. For information on all of the Roles available to Administration Platform users and how they are used across all applications, click here.

Role

Description

Account Administrator

The Account Administrator is the highest-level role, enabling full access to all features. Users with this Role are permitted to perform all activities related to control and management of the account, including:

Activities performed in Administration Platform:

  • Create and manage Users

  • Configure the Organization Hierarchy

Activities performed in U-Assist ACW Admin Portal:

  • Define Organization (for example: Auto Insurance, Travel Services, Cable Provider, etc.) for an Account and Business Processes (BPs) for each Organization’s section and language that handles different types of calls (for example: Sales vs Support vs Customer Service)

    For more details on defining an Organization, click here.

    For more details on setting up a Business Process, click here.

  • Perform initial account setup activities, including App Profile Settings, Ghost Call Configuration, ASR Engine Setup, CTI Language Mapping, Entity Catalog Setup, and Redaction Configuration.

    For more details on System Setup, click here.

Activities performed in X-Console:

  • Add and manage Uniphore client applications - For more details on managing applications, click here.

  • Define and update global account settings (e.g., Email settings) - For more details on account settings, click .

  • Perform rollbacks to prior environment Snapshots - For more details on managing Snapshots and Rollbacks, click here.

  • Design and manage all the components that are used by Real-Time Guidance Agent during runtime, e.g., Experiences, Intents, Entities, Alerts, Promises, Call Summaries, GenAI Call Summaries, AI Model training and more.

Analyst

(Also called the Business Analyst) Users with this Role are permitted to set up and manage the components that are used during runtime, including Entities, ACW Summaries, and ACW Dispositions, as well as define Business Processes (BPs) for each Organization’s section.

Developer

Users with this Role are permitted to perform all activities that are relevant to Flow management.

Permitted activities involve not only managing the Flows themselves (e.g., changing status and organizing folders), but also working with Administration Platform Server resources that can be used in Flows (e.g., Session Variables, Integration Points, images, and themes) and performing deployments of resources and complete environments.

Manager

Users with this Role are permitted to monitor and assess call center and individual Agent performance in the Manager Application, including:

  • Team Performance Metrics

  • Agent Activities in Real Time

  • Aggregated Metrics of Current and Past Conversations

  • Team Adherence to Business Goals in Real Time

The Manager Role can also access U-Assist ACW Supervisor Application to perform the activities, including:

  • View Transcriptions

  • Provide live feedback to ACW Agents

  • Track Promises made by an Agent or Supervisor after a call

BI Designer

Users with this Role can customize and manage Business Intelligence (BI) Dashboards using the analytics data available to the Account.

BI Viewer

Users with this Role can access and view Business Intelligence (BI) Dashboards using the analytics data available to the Account.

Customer Service Agent

The Customer Service Agent is a real-time user who consumes the following automated runtime capabilities, including Recommended Flows, AI-based Alerts, AI-based answers to Knowledge Assist Questions, Promises, Call Summaries, and more.

The Customer Service Agent can also access the U-Assist ACW Agent Application to receive ACW summaries, ACW dispositions, and more.

In this section: