User Management

This User management guide will walk you through the steps what roles and permissions are and how to setup roles and permissions in the VideoEngager application for all VideoEngager users. 

Terminology

Permissions: allow users to access certain features on VideoEngager depending on their roles and the decisions made by the system administration.

Roles: groups of permissions. Some roles allow users to simply access or read content, and make calls, while other roles allow for progressive changes, such as editing agents or adjusting settings.

Roles

There are two roles available: Agent and Manager, comparison between roles can be found in the table below(Visitors are external users of the product):

Accessing the User Management Page

To Access User Management, login to the Genesys cloud platform, then go to the VideoEngager Settings from the Apps tab in the toolbar

 The Settings page will appear with a sidebar on the left.  Click on the first Icon to expand the sidebar, then click on User Management as shown below:

User Management Page

The page contains a table of all of the agents in the organization. The agents can be searched via the quick filter search input or by selecting search in columns filters.  Each agent row has edit functionality. From there it is possible to switch the roles of other agents if you have the required permissions.

When an agent is selected for edit the following options are available to change assuming you have the required permissions: