Roles

Roles and permissions in Enneo control what actions users are allowed to perform and what data they can access. A clear role structure ensures security and efficiency.

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Basic Roles

The use of basic roles as a starting point simplifies the creation of individual roles and ensures a consistent structure of permissions.

• Admin: The admin role provides comprehensive administrative rights, including the creation and management of users, teams, and roles. Administrators can view and manage all tickets and reports, configure AI agents and dark processing, and maintain the wiki, tags, and templates. They also have access to system settings, user profiles, and analytical data, and can adjust role and permission concepts.

• Agent: The agent role includes the processing and management of conversations and tickets. Agents can also execute and edit intents, have access to selected reports and can view their own time tracking. The task of viewing and managing the ticket summary, as well as forwarding tickets, also belongs to their responsibilities. Agents in the basic role do not have access to administrative functions.

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Individual Roles

Individual roles can be created as desired and are based on one of the basic roles. These can be extended or restricted with permissions. For example:

• Team Leader: Manages team members, edits user profiles, and can assign them to teams, has access to their team’s time and performance reports, does not process tickets, but has full access to them.

• Knowledge Manager: Maintains the knowledge base, can create, update and archive content, and ensures that all users can always access the latest information.