Users

Subject to their roles and associated permissions, users may access features in the portal.

Users and agents both share a Graia CCaaS user ID, an agent is also a user from Graia CCaaS's perspective, however, the agent entity is not expected to have Portal access. Additionally, Agents will not be shown in the Portal's Users menu.

Create a User

To create a user, navigate to the Graia CCaaS Portal > General > Users. A listing of current users appears in a blade.

Click the Create button to get started. A second blade opens to the right of the User's blade.

Enter data in the following fields:

• Name. This is the user's real name.
• Email address. An invitation will be sent to this email address. The user will use this email address to log into the Graia CCaaS Portal.
• Phone number. This field is optional, however, it may be helpful to have the phone number filled in, to be able to call that person without having to browse an additional internal active directory.
• Role. Select the role this user should have. You may create a new role or edit an existing role before assigning it to the user.
• Custom ID (Optional). This ID is useful for custom integrationCustom Integration – A Workflow Node that sends the conversation's workflow data to a third-party service (URL and API key) and continues based on the response, for example to look up a customer in a CRM. Requests can take up to 10 minutes. as well as pairing Graia CCaaS agents with internal user IDs.
• Click the Save button.

An invitation is now sent to the email address of the user. Click the link in order to validate the account. After validating the account the user will be redirected automatically to the Graia CCaaS Portal.

Elevate user to agent

You may elevate a portal user to an agent. Follow these steps:

• Navigate to the Graia CCaaS Portal > General > Users.
• Find the user you wish to elevate. You may search by name or email address.
• Click the Change to Agent button and confirm the action. This action is not reversible, an agent cannot be downgraded to a user, however you may delete the agent and recreate it as a user.
• User is changed to an Agent, you may set the Agent specific details and click Save.

Power BI access

By default all users are forbidden to access the Graia CCaaS odata stream. You may grant access to particular users by enabling the Power BI access for their profile. This change takes up to 10 minutes to be effective and may require a Power BI restart.

Users belonging to multiple tenants can decide which tenant they wish to get BI data from by disabling the Power BI access on all tenants except the single tenant they wish to retrieve BI data from.

Scripting access

Grant access to the Graia CCaaS scripting tool to users. Besides agents, users, such as Evaluators, may use scripting in their day-to-day duties, grant scripting access here without elevating them to agents.

Choose the level under Scripting access:

• User: can run scripts, for example to evaluate tasks.
• Designer: can also open and edit scripts.

If neither is selected, the user has no scripting access.

Admin access

Tenant administrators have the option to promote a user to an admin by clicking the Admin access toggle. This toggle is only available for tenant administrators. You can find out if you are a tenant administrator by clicking your profile icon on the top right corner and see the title below your name. Administrator (Built-in) signals you are a tenant administrator and your Role-based access control is determined by this, not by the permission profile assigned to your user.

To promote another user to your level, turn on the Admin access toggle and click Save. You may demote the user to standard role-based access control at any time by turning off the Admin access toggle.

This grants the user full access to the administrative portal regardless of their assigned role or permissions. Tenant administrators are the only user-type that can create new roles, modify role permissions and assign different roles to users and agents.

Full access means they can create, edit or delete any resources on the portal from the following sections:

• Administration
• Agents
• Customers
• AI Administration
• Realtime reports
• Historical Reports
• Insights
• Chat
• Voice
• Email
• Integration

Granting admin access to a user does not grant them agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. access or supervisor monitoring access. Those are granted by elevating a user to an agent/supervisor type.