V3 User Profiles

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 23, 2024 by Product Knowledge
20 min read

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What’s about

The User Profiles are designed to allow the Administrator to better and easily assign specific permissions to one or more users according to their usual scope of work and role in the organization.

The Administrator is responsible for:

  • creation of a User Profile

  • configuration of a User Profile

  • assignment of a User Profile to a user

The configuration process allows the Administrator to decide, for each Module included in the license, which sections and resources should be made available to the users belonging to a User Profile.

Since the permissions can be assigned at a very high level of detail, we recommend creating as many User Profiles as there are skills the user will need to have or activities he/she will have to perform within the organization.

Installing XCALLY Motion (from version 2.1.0 onwards)

When XCALLY Motion is installed for the first time

one default User Profile is provided: this profile must be customized according to the permissions you wish to grant to your User/Users (it doesn't allow any permission by default).

When XCALLY Motion is installed as an update

for any set of permissions applied to the existing Users, a new User Profile (named profile_<progressive number>) will be created and the corresponding Users will inherit it in the Account's Personal Info.  

In this case if more than one User share the same Permissions set, they will belong to the same User Profile.

Create a User Profile

Video Tutorial

https://app.guidde.com/share/playbooks/vj1AjP2gnkaew1C5GWraty?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

 

 

Go to Staff → User Profiles:

Now you are in the User Profiles List. Click on the Add button +:

The Mask Sensitive Data feature is available from version 2.5.23.
If you choose to apply the data mask, all the views linked to the contacts will be masked to the Users who are part of the Profile in question (contacts, bull, interactions, voice recordings, etc.). 
For the Contacts section, the data is masked only if the User Profile does not allow the edit permission.

Insert:

  • new profile name

  • description

  • permission type (Read / Read and Edit / Read and Delete / Read, Edit and Delete)

The Permission Type specified in this form is automatically inherited by every module, section and resource that will be enabled in the User Profile, unless manually overridden in the configuration panel of the specific section.

  • Select Mask Sensitive Data if you want the Users belonging to this Profile not to see the personal data of the Contacts, such as the telephone number, the Name and the Email address. If you enable it, remember to specify the number of characters / digits to mask in the Settings - General (Security section):

Edit the User Profile

On the User Profiles List you find all the Profiles that have been created so far.

Click on to open the Menu where you find the Edit command:

Here you can Edit User Profile, Clone a User Profile or Delete it

Click Edit User Profile to view / change the User Profile's Settings, Permissions and Downloads.



Settings

In this section you find General information about the Profile, inserted when it was created.

You can change them all, except the Name.

Permissions

Here you can find information on how to add or modify permissions to User Profiles. 
By default, when a new User Profile is created all the Modules and Sections are disabled (grey icon):

The icon near the name of the Module can be:

  • Red for Unlicensed: if the Module is not included in the license and no configuration is allowed.

  • Orange for Partial enabling: only some Module's sections are enabled or all of them are enabled, but not all their related resources are.

  • Green for Full enabling: all Module's sections and all their related resources are enabled.

 

If you want to fully enable a Module (eg. the complete Voice Module):

1. you can click on the switch:

2. Confirm your action:

3. Now the Module icon turns green and the switch is on.

By doing this, all the Module's sections will be automatically enabled
(e.g. Voice Queues, Inbound Routes, Voicemails and so on)
and all their related resources will become available.

 

4. Then you can click on the Manage icon:

5. Select a section from the dropdown menu:

6. Enable/Disable permissions of view, read, edit, delete

Once you switch the selector on, all the resources to which it refers are associated to the User Profile.
You can also automatically associate all the resources of a single section without enabling the entire Module by clicking on the switch inside the Module's configuration panel.
Manual association is disabled.
This action will associate all present and future resources of that section to the User Profile.

Switching it off will remove all the resources of that section and will prevent any future resource to be automatically associated to the User Profile. This implies that for each User Profile, only the resources created by one of its users will be automatically associated.

If instead you want to reduce the set of functions and the resources available, you have to switch the button off, clicking on the  manage icon and proceed manually to disable the resources you don't want to be associated to the User Profile anymore.

In fact if you want to give Users belonging to a User Profile access to any resource created by a User belonging to another User Profile, you must manually associate that specific resource.

Manual association is enabled.

In the configuration panel that will open you can define for each section:

Visibility

Hide or show the section in the User Desktop side menu, when the User is logged into his web GUI

show

hide

 

Permissions

You can override the permissions inherited by the User Profile, by changing it only for a specific section. If the icon is green, it means they are enabled.

read

edit

delete


Example:

Among all the existing Voice Queues (left panel), only the "Sales" queue will be available to the user in read only mode:

Resources association

Note that it is not necessary to enable a section in order to associate one of its resources to a User Profile. Simply associating the resource will make it available in every context it may be used (read-only permission).

Example -  Add an Agent to a Voice Queue

Any associated voice queue will be available for association even if the Voice Queue section is not enabled and therefore not visible in the sidebar menu.

Every List of items (e.g.: sounds, contexts, lists, actions, etc) that can be chosen and linked to a Resource (e.g: Accounts, Websites, Queues, etc), can be associated or not to the User Profile:

  • if so, the Users belonging to the Profile can freely use it and associate/disassociate it to the resources (in create or edit mode)

  • if not, the Users belonging to the Profile can only see it (only in edit mode, not in create) but not associate/disassociate it to the resource.

To make it simpler, let's take the example of a User, belonging to a Profile where there is an association with two voice queues (test1 and test2):

Let's see how will it be when the User create or edit an agent-queue association:

  • Example 1 (Create Mode):

In the example above, when the User creates an agent he can only choose to associate one or both of the voice queues assigned (test1, test2) to the Profile.

  • Example 2 (Edit Mode):

In the example above, the User Profile permissions allow the User to associate/disassociate to the Agent only the queues "test1" and "test2" (clicking on the single  or group  arrows). On the contrary, the queues "sales" and "Support", which have not been associated to the User Profile, can only be seen but not modified by the User.

Dashboards

In order to add or change permissions to the default Dashboards to a User Profile, click on the Permissions tab:

and then on the Dashboard profile icon :

Now select the resource (General), set the proper permissions and grant the visibility and Save changes.

 

If the General Dashboard is not associated to the User Profile, the Home displayed to the User
will be like this:

 

otherwise the Home will display the General Dashboard:

Staff

In order to add or change permissions to the Staff to a User Profile, click on the Permissions tab:

and then on the Staff profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example you can:

  • choose a list of Agents existing on the system and associate them to the user profile, adding visibility and permissions:

  • choose which Telephones to associate to this profile and decide which permissions and visibility to give:

  • add permissions to specific Teams:

 

 

At the end the Users belonging to this profile will have the following XCALLY Motion Desktop view:

 


Contacts Manager

In order to add or change permissions to the Contacts Manager features  to a User Profile, click on the Permissions tab:

and then on the Contacts Manager profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example you can:

  • choose to add all the Contacts on the system to the user profile, adding visibility and permissions:

  • choose which Lists to associate to this profile and decide which permissions and visibility to give:

 

  • and if to associate all the Global Custom Fields to this profile:

Voice

In order to add or change permissions to the Voice  to a User Profile, click on the Permissions tab:

and then on the Voice profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile, among the following:

 

 

 

For example, among the others, you can:

  • choose one or more Voice Queues existing on the system and associate them to the user profile, adding visibility and permissions:

  • add Internal routes (in the example below, all of them):

  • add the Realtime section:

At the end the Users belonging to this profile will have the following XCALLY Motion Desktop view:


Motion Bull (Dialer)

In order to add or change permissions to Motion Bull to a User Profile, click on the Permissions tab:

and then on the Motion Bull profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example you can:

  • choose to associate existing Queue or the IVR Campaigns to the user profile, adding visibility and permissions:

  • enable the dialer Realtime section:


Chat

In order to add or change permissions to the Chat  to a User Profile, click on the Permissions tab:

and then on the Chat profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example, you can:

  • choose to associate existing Chat Queues or the Websites to the user profile, adding visibility and permissions:

  • enable the Realtime view of the Chat activities:

Finally the Users belonging to this profile will have the following XCALLY Motion Desktop view:


Email

To add or change permissions to the Email  to a User Profile, click on the Permissions tab:

and then on the Email profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example, you can:

  • choose one or more Email Queues existing on the system and associate them to the user profile, adding visibility and permissions:

  • choose one or more Email Accounts existing on the system and associate them to the user profile, adding visibility and permissions:

  • enable all sub-statuses in order to let the User belonging to this profile to manage them: 

  • enable the Realtime view of the Email activities:


Finally the Users belonging to this profile will have the following XCALLY Motion Desktop view:


SMS/FAX

In order to add or change permissions to SMS or FAX to a User Profile, click on the Permissions tab:

and then on the SMS or FAX profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

Proceed as for the other modules (for instance, Email or Chat).

Open Channel

To add or change permissions to Open Channels to a User Profile, click on the Permissions tab:

and then on the Open Channel profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example, you can:

  • choose one or more Open Channel Queues existing on the system and associate them to the user profile, adding visibility and permissions:

  • choose one or more Open Channel Accounts existing on the system and associate them to the user profile, adding visibility and permissions:

  • enable the Realtime view of the Open Channel activities:

Finally, the Users belonging to this profile will have the following XCALLY Motion Desktop view:

 

WhatsApp Connector

To add or change permissions to WhatsApp Connector Channel to a User Profile, click on the Permissions tab:

and then on the WhatsApp profile icon :

 

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

 

For example, you can:

  • choose one or more WhatsApp Accounts existing on the system and associate them to the user profile, adding visibility and permissions:

 

  • choose one or more WhatsApp Queues existing on the system and associate them to the user profile, adding visibility and permissions:

 

  • enable specific Templates or Campaigns among those created

Video

In order to add or change video permissions on Screen Recordings, click on the Permissions tab:

and then on the Video icon :

 

Now you can enable screen recordings permission:

 

Cally Square

To add or change permissions to Cally Square to a User Profile, click on the Permissions tab:

and then on the Cally Square profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For example you can:

  • choose one or more Projects existing on the system and associate them to the user profile, adding visibility and permissions:

  • add permissions on one or more ODBC resources (Open Database Connectivity: an open standard API for accessing a database and connect your IVR application to a remote DB), also choosing its visibility on the User menu:

  • enable all the Recordings to be associated to this Profile:


Finally, the Users belonging to this profile will have the following XCALLY Motion Desktop view:

 

JScript

To add or change permissions to Jscripty to a User Profile, click on the Permissions tab:

and then on the Jscripty profile icon :

Now choose one or many Projects whose permissions you want to associate to this User Profile:

Now, if the visibility has been enabled the chosen Project will be displayed on the Users desktop interface:


AI Prompts

To add or change permissions to AI Prompts module to a User Profile, click on the Permissions tab:

and then on the AI prompts icon :

 

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

 

Tools

To add or change permissions to the Tools module to a User Profile, click on the Permissions tab:

and then on the Tools profile icon :

Now you can decide which sections to associate to this User Profile and which are the specific permissions and visibility:

 

 

You can for example enable some resources like the following:

and consequently, the Users belonging to this User Profile will have the chosen resources enabled and visible.


Analytics

To add or change permissions to Analytics to a User Profile, click on the Permissions tab:

and then on the Analytics profile icon :

Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:

For the Reports, first of all choose Report type between Default or Custom:

and for each of these sections, choose among the existing reports displayed in the list, which one you want to associate to the User Profile, and the permissions and visibility to assign to the resources:

The same operation can be done for the extracted reports:

and for the Metrics on the system.

The Users who belong to this User Profile will be displayed a desktop user interface containing all the items which have visibility allowed.


Integrations

To add or change permissions to Integrations to a User Profile, click on the Permissions tab:

and then on the Integrations profile icon :

Now you can select which Integrations you want to associate to this User Profile, and their specific Permissions and Visibility, like in the following example:


App Zone

To add or change permissions to App Zone to a User Profile, click on the Permissions tab:

and then on the App Zone profile icon :

Choose which Plugins you want to associate to this User Profile and the Permissions and Visibility to grant to this Section resources:

From now on, all the Users whose profile is configured like the one in the screenshot above will have the desktop menu as follows:


Help section

You can enable the visualisation of help section, by enabling the toogle

 

Downloads

In this section, the admin can permit a specific User Profile to download: 

  • Attachments: Interactions' Attachments (Chat, email, open channel)

  • Cally Square Recordings: Recordings created in Cally Square

  • Contact Manager Lists: Export Contact Manager Lists to CSV

  • Jscripty Sessions: Export Jscripty Projects Answers to CSV

  • Omnichannel Interactions: Interactions carried out for each channel (Chat, email, SMS, openchannel, fax, WhatsApp)

  • Screen Recordings: Video Recordings: sequences of what happens on user's desktop

  • Voice Recordings: Recordings of the calls