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Agent Assist is a BETA product

User Roles & Permissions

In Fuel iX Agent Assist, a user's role determines what they can see and do within the application. Roles ensure that team members have access to the tools they need while maintaining a streamlined and focused workflow. There are two primary roles in the system: Admin and Agent

Admin

The Admin role is designed for team leads, managers, and system administrators. Admins have full permissions across the application and are responsible for managing users, creating the knowledge sources (Copilots), and configuring system-wide settings.

Key Permissions & Access:

• User Management: Admins can add new users, remove existing users, and modify the roles of any team member through the User Management page. For more details please check this page<>
• Copilot (Knowledge) Creation: Admins can create, modify, and delete Copilots. They are responsible for building the knowledge sources and making them available to Agents
• System Configuration: From the Admin Settings page, Admins can enable or disable features for all users (such as the Digital Notes functionality).
• Complete System Access: An Admin has access to all pages, including the homepage, settings, and all features available to the Agent role.

Agent

The Agent role is specifically tailored for contact center team members who interact directly with customers. The Agent interface is focused on providing quick access to information to resolve inquiries efficiently.

Key Permissions & Access:

• Access Homepage: Agents can log in and access the main homepage, which is their primary workspace.
• Take Digital Notes: Agents can use the in-built notes feature to capture important details during customer interactions