User Functions and Permissions

This document outlines the user functions and permissions within the xBot application, providing a clear understanding of access levels for different user roles.

1. Introduction

1.1 Purpose

• This document outlines the user functions and permissions within the xBot application, providing a clear understanding of access levels for different user roles.

1.2 Scope

• This documentation covers the permissions and functionalities available on the six primary screens of xBot: Conversations, Groups (Group Configurations), Human Agents, AI Agents, Dispatch Rules, and Performance Report.

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

• 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.

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)

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

Screen	Permission	ADMIN	MANAGER	AGENT
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