Altocloud permissions overview
To use Altocloud features, you need the permissions described here. For more information about PureCloud’s feature permissions, see Roles and permissions overview and Product, roles, and permissions list.
To see Altocloud features, make sure that your role includes the appropriate permissions or contact an administrator for assistance.
Add Altocloud permissions
Assign Altocloud administrator permissions to the user’s appropriate administrator role, and assign Altocloud agent permissions to the user’s appropriate agent role. When you add Altocloud permissions to a user’s role, the user automatically receives the Altocloud license and PureCloud charges the organization accordingly.
- Click Admin.
- Under People and Permissions, click Roles/Permissions.
- Optionally use the Search filter to locate the appropriate role.
- In the role’s row, click Edit Role.
- Click the Permissions tab and click All Permissions.
- Select the appropriate Altocloud permissions and click Save.
Altocloud roles and permissions
Altocloud bases permissions on tasks or job functions. An administrator from the PureCloud organization must assign the appropriate permissions to the selected user or users.
Action maps
An action map represents the steps that Altocloud takes to engage selected customers to achieve a particular result. Action map permissions allow you to create and manage those steps.
| This permission | Allows these actions |
|---|---|
| Journey > Action Map > Add | Create and design new action maps. |
| Journey > Action Map > Delete | Delete action maps. |
| Journey > Action Map > Edit | Edit action maps. |
Action targets
The action target permission enables you to view the queue associated with an action map and determine routing behavior.
| This permission | Allows these actions |
|---|---|
| Journey > Action Target > View | View existing action targets. |
Content offers
Content offer permissions enable you to present special promotions and information to customers and prompt them to take a predefined action.
| This permission | Allows these actions |
|---|---|
| Uploads > publicAsset > upload | Upload images for content offers. |
Event
The event permission enables you to view customer behavior on the website. For example, when a customer performs a search or adds an item to a cart.
| This permission | Allows these actions |
|---|---|
| Journey > Event > View | View existing events. |
Outcome
To assist customers in achieving the organization’s business goals, first define each business goal as an outcome. Outcome permissions help you create and manage those goals.
| This permission | Allows these actions |
|---|---|
| Journey > Outcome > Add | Create new outcomes. |
| Journey > Outcome > Delete | Delete outcomes. |
| Journey > Outcome > Edit | Edit outcomes. |
| Journey > Outcome > View | View existing outcomes. |
Reports
The Action Map Analytics report helps you to gauge the effectiveness of your action maps. The Visitor Activity report helps you to track how visitors use your website. The Action Map Analytics report requires the Journey > Action Map > View permission to view action map analytics.
| This permission | Allows these actions |
|---|---|
| Journey > Report > View | View existing reports. |
| Journey > Action Map > View | View action maps in the Action Map Analytics report. |
Segments
A segment represents a group of customers who share some characteristic or who all behave the same way on your website. Segment permissions enable you to create and manage those groups.
| This permission | Allows these actions |
|---|---|
| Journey > Segment > Add | Create new segments. |
| Journey > Segment > Delete | Delete segments. |
| Journey > Segment > Edit | Edit segments. |
| Journey > Segment > View | View existing segments. |
Session Library
The Session Library allows you to configure how data from web sessions and custom sessions appears to agents.
| This permission | Allows these actions |
|---|---|
| Journey > Session Type > View | View session configuration options. |
| Journey > Session Type > Add | Add session configuration options. |
| Journey > Session Type > Edit | Modify or update session configuration options. |
| Journey > Session Type > Delete | Remove session configuration options. |
| Journey > Event Type > Add | Add event configuration options. |
| Journey > Event Type > View | View event configuration options. |
| Journey > Event Type > Edit | Modify or update event configuration options. |
| Journey > Event Type > Delete | Remove event configuration options. |
Settings
Settings permissions allow you to manage and view Altocloud settings, including the ability to add your domain name, define search queries, and view your tracking snippet.
| This permission | Allows these actions |
|---|---|
| Journey > Settings > Edit | Edit settings. |
Visit
The visit permission allows you to see Live Now live tracking information about visitors who are currently on your website.
| This permission | Allows these actions |
|---|---|
| Journey > Visit > View | View visits. |
Web chat deployment
The web chat deployment permissions enable you to create widgets for web chats with Altocloud.
| This permission | Allows these actions |
|---|---|
| Widgets > Widget Deployment > Add | Create new widget deployments. |
| Widgets > Widget Deployment > Delete | Delete widget deployments. |
| Widgets > Widget Deployment > Edit | Edit widget deployments. |
| Widgets > Widget Deployment > View | View widget deployments. |
Routing permissions for agents
This table lists the PureCloud routing permissions available for agents to work with queues and Altocloud.
| This permission | Allows these actions |
|---|---|
| Routing > Agent > On Queue | Go on queue. |
| Routing > Queue > Join | Join a queue. |
| Routing > Queue > Search | Search for brief queue information. |
| Routing > Queue > View | View queues. |
Altocloud permissions for agents
This table lists the Altocloud permissions available to agents.
| This permission | Allows these actions |
|---|---|
| Journey > Action Map > View | View action maps |
| Journey > Customer > View | View customers. |
| Journey > Event > View | See events on the customer journey map. |
| Journey > Event Type > View | See event information. |
| Journey > Outcome > View | See outcomes achieved and scores for a visit. |
| Journey > Segment > View | See matched segments for a visit. |
| Journey > OutcomeScores > View | See real-time predictions |
| Journey > Session > View | See live tracking information about visitors who are currently on your website. |
| Journey > Session Type > View | See session information. |
| Journey > Visit > View | View visits. |