Assigning Administrators and choosing extra permissions for agents

With LiveHelpNow you have full control over the content each operator is able to view and manage. The following ‘Extra Permissions’ are found in Admin panel -> System Setup -> Agents (select agent profile)

• You can make any agent an Administrator with full access to your system settings.

• Keep "Administrator" and all "Extra Permissions" unchecked to only allow this operator to access the Agent workspace.

• Extra Permissions:
• "Manage Agents View Access" allows the agent to manage the view access of other agents.
• "View Reports" allows the agent to access the Analytics system and view all LiveHelpNow reports.
• "View all chat transcripts" allows the agent to view the entire accounts' chat transcripts.
• "View Reports for My Department" allows the agent to view reporting for the departments they are part of.
• "Manage Canned Content" allows the agent to create and edit canned messages and links.
• "Manage My Department Canned Content" allows the agent to create and edit canned messages and links for the departments they are part of.
• "Manage Personal Canned Content" allows the agent to edit their personal canned messages and links.
• "View agents in My Department Only" allows the agent to view only agents within their department when transferring chats and tickets.
• "Delete Visitor Notes" allows the agent to delete the notes agents leave on individual chats.
• "Steal chat and reassign" allows the agent to take over chats from other agents and reassign them.
• "Log Agents Off" allows the agent to log other agents off.
• "Modify Customer Chat Data" allows the agent to modify the customer details within the request info section while in chat.
• "Ban IP Address/Email" allows the agent to ban chats and emails that are deemed spam.
• "Manage Tickets" allows the agent to reassign tickets to other agents or "steal" a ticket.
• "Manage/Delete Tickets" allows the agent to "Manage Tickets" and delete tickets.
• "Reassign Tickets" allows the agent to reassign tickets.
• "Delete Callbacks" allows the agent to delete callbacks.
• "Administer Knowledge Base" allows the agent to "Revise Knowledge Base" and delete articles.
• "Revise Knowledge Base" allows the agent to create articles and edit existing articles.
• "Access/Revise Knowledge Base for My Department" allows the agent to view and edit Knowledge Base articles for the departments they are part of.
• "Data Export Prohibited" Does not allow the agent to export analytical and Knowledge Base data from the system.
• "Manage Shifts and Holidays" allows the agent to configure shift and holidays within "WorkForce Management".