Platform Structure and User Roles

Platform Structure

You can organize the Webex Engage platform into logical groups and teams (within a group). A group can have multiple teams, each representing a department to which users are added. You can add users to different teams based on skill sets or capabilities. You can also add a single user to multiple teams with multiple roles. This facilitates easy management of multiple business units within a tenant.
Webex Engage platform is categorized into Administrative Console and Customer Care Executive Console. Access to these consoles is based on the user's role. The consecutive sections will give a detailed description of user roles defined within Webex Engage.

User Roles

In Webex Engage, you can define multiple user roles, each serving a different purpose. At a broad level, the users are classified as:

  • Administrative users
  • Customer Care executives

The administrative users include:

  • Client admins
  • Group admins

The customer care executives include:

  • Team managers
  • Live agents
  • Virtual agents
  • Analysts

The easy-to-use web interface allows agents and team managers to converse over multiple channels with their customers.
The following flow diagram illustrates the hierarchical representation of all roles on Webex Engage:

Client Admin: The client admins own and manage all client-level configurations and features on Webex Engage. They can manage groups and teams within a tenant, configure client-level settings and values, manage users (administrative and customer care), manage channel assets, and view dashboards and reports. There can be multiple client admins for a single tenant.

Group Admin: The group admins own a group. They can manage teams and users within their group(s). A group can have multiple group admins. Likewise, a user can be a group admin of multiple groups.

Team Manager: The team manager can manage users within a team, configure team-level settings, access team-level reports, and also have access to the chat console. A team manager is like a supervisor of a team. A team can have multiple team managers; likewise, a user can be a team manager for multiple teams across groups.

Live Agent: The live agents form the majority of customer care executives. They handle chats and resolve customer queries. A team can have multiple agents. The admins (client admin/group admin) and team manager can act as agents in any groups/teams they can access.

Virtual Agent: The virtual agent is a chatbot. The client admins can add a chatbot or any form of automated engine as a virtual agent. Unlike live agents, virtual agents are logged in 24*7 and available to handle chats and resolve customer queries. These agents can manage only one role and can be allocated to one team.

Analyst: An analyst has access to reports alone.

Please refer to the permissions matrix below for detailed information on roles and permissions on Webex Engage: