User Functions and Permissions
Managing user functions and permissions is a critical aspect of maintaining security and operational efficiency within xBot. By carefully configuring roles and permissions, you can ensure that users have the appropriate access to features and data, while also protecting sensitive information and controlling who can modify key system settings.
This guide provides a comprehensive overview of six primary screens of xBot: Conversations, Groups (Group Configurations), Human Agents, AI Agents, Dispatch Rules, and Performance Report in xBot, along with best practices for setting up and maintaining a secure and efficient user management system.
2. User Roles and Permissions Overview
2.1 User Roles
ADMIN: Full access to all screens and permissions.
MANAGER: Limited access to specific screens and functionalities.
AGENT: Basic access primarily focused on conversation management.
2.2 Permissions
Permissions in xBot define what actions a user can take within the system. While roles group together permissions, understanding individual permissions is crucial for setting up effective access controls.
View: Ability to see content within the screen.
Create: Ability to create new records.
Update: Ability to modify existing records.
Release: Ability to unassign a conversation from an agent.
Toggle AI Mode: Ability to turn AI mode on or off.
Toggle Review Mode: Ability to turn manual review mode on or off.
Chat: Ability to engage in conversations.
Understanding and managing these permissions ensures that users have the appropriate level of access for their role, without overextending their capabilities.
3. Detailed User Functions
3.1 Conversations Screen
Definition: Manages interactions from multiple communication channels such as ZALO, Teams, Skype, and more. This screen allows MANAGERs and AGENTs to perform various actions including chatting with users, configuring conversation settings, changing assigned agents, releasing conversations from current agents, and toggling AI and manual review modes. The goal is to facilitate seamless and efficient communication across various platforms.
Permissions:
ADMIN:
View all conversations.
Chat in conversations.
Change assigned agents.
Release conversation from the current agent.
Turn AI mode on/off.
Turn review mode on/off.
MANAGER:
View assigned conversations.
Chat in conversations.
Change assigned agents.
Release conversation from the current agent.
Turn AI mode on/off.
Turn review mode on/off.
AGENT:
View assigned conversations.
Chat in conversations.
Release conversation from current agent.
Turn AI mode on/off.
Turn review mode on/off.
3.2 Groups (Group Configurations) Screen
Definition: Consolidates and configures information related to support operations. This includes details about support bots, support channels, managers, assigned agents, and AI agents. Groups are configured to support conversations specific to their designated support channels, ensuring that conversations are handled by the appropriate resources based on group configurations.
Permissions:
ADMIN:
View all groups.
Create new groups.
Update existing groups.
MANAGER:
View assigned groups only.
AGENT:
No access to this screen.
3.3 Human Agents Screen (Users)
Definition: Manages the pool of agents who come from the xPlatform's user base and have been granted AGENT permissions. This screen allows ADMINs to view, create, and update records of human agents, ensuring that the right agents are available and assigned to handle conversations effectively.
Permissions:
ADMIN:
View all human agents.
Create new human agent records.
Update existing human agent records.
MANAGER:
No access to this screen.
AGENT:
No access to this screen.
3.4 AI Agents Screen (Bot AI)
Definition: Configure AI entities based on their type (AI Pre, AI Post, AI Agent).
AI Pre agents guard the input by applying specific rules,
AI Post agents monitor and possibly refine the AI's responses, and
AI Agents actively participate in conversations by responding to user messages.
This screen ensures that AI configurations are optimized to assist or enhance human agent interactions.
Permissions:
ADMIN:
View all AI agents.
Create new AI agent records.
Update existing AI agent records.
MANAGER:
No access to this screen.
AGENT:
No access to this screen.
3.5 Dispatch Rules Screen
Definition: The set of configurations and criteria that determine how incoming conversations or messages are assigned or routed to the appropriate agents or automated systems. These rules ensure that each conversation is handled efficiently and by the most suitable resource
Permissions:
ADMIN:
View all dispatch rules.
Create new dispatch rules.
Update existing dispatch rules.
MANAGER:
No access to this screen.
AGENT:
No access to this screen.
3.6 Performance Report Screen
Definition: Aggregates and summarizes data from conversations to provide insights into various metrics. This includes the total number of messages exchanged, the average response time, user ratings for AI responses, and the rate of unanswered questions. The performance reports help in evaluating the effectiveness of both human and AI agents, identifying areas for improvement, and ensuring high standards of customer service.
Permissions:
ADMIN:
View performance reports.
MANAGER:
No access to this screen.
AGENT:
No access to this screen.
4. Role-Based Access Control (RBAC)
RBAC is the framework that xBot uses to enforce user roles and permissions. By properly configuring RBAC, you can control access to different parts of the system and ensure that users can only interact with the resources necessary for their tasks.
Centralized Management: All user roles and permissions are managed centrally through the xBot Admin Dashboard, making it easy to update and enforce access policies.
Granular Control: RBAC allows for fine-grained control over what each role can do, from viewing specific data to executing certain operations.
Best Practices:
Regularly review and update roles to reflect changes in job responsibilities.
Minimize the number of users with high-level access to reduce security risks.
4.1 Role Definitions
ADMIN/SUPER ADMIN: Full access to all functions and permissions on all screens.
MANAGER:
View assigned groups and conversations.
Full permissions to change assigned agents, release conversations, toggle AI mode, toggle review mode, and chat in conversations.
AGENT:
View assigned conversations.
Full permissions to release conversations, toggle AI mode, toggle review mode, and chat in conversations. Cannot change assigned agents.
4.2 Permissions by Role
Conversations
View
Yes
Yes (assigned only)
Yes (assigned only)
Chat
Yes
Yes
Yes
Change Agents
Yes
Yes
No
Release
Yes
Yes
Yes
Toggle AI Mode
Yes
Yes
Yes
Toggle Review Mode
Yes
Yes
Yes
Groups
View
Yes
Yes (assigned only)
No
Create
Yes
No
No
Update
Yes
No
No
Human Agents
View
Yes
No
No
Create
Yes
No
No
Update
Yes
No
No
AI Agents
View
Yes
No
No
Create
Yes
No
No
Update
Yes
No
No
Dispatch Rules
View
Yes
No
No
Create
Yes
No
No
Update
Yes
No
No
Performance Report
View
Yes
No
No
Conclusion and Next Steps
Properly managing user functions and permissions within xBot is vital for maintaining security and operational efficiency. By understanding the role of RBAC, configuring permissions carefully, and regularly auditing user activities, you can protect your system from unauthorized access and ensure that users have the tools they need to perform their jobs effectively.
For more detailed guidance on specific configuration scenarios or to explore advanced features, please refer to the Advanced Configuration Guide or contact your xBot support team.
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