Console roles

This page describes the types of roles in Syntphony Live Agent Console, how to create a new user and manage permissions.

Types of Roles

The following table describes the five types of roles and summarizes their access and permissions across all resources:

Agent​	Interact with active chats​ Activate Pending chat Transfer chat to a supervisor Escalate chat to supervisor Use Quick Responses
Supervisor​	Agent Team management​ Receive agent inquiries about specific chats​ Interact with redirected chats​ Arbitrary chat picking Browse history for active and archived chats (+24h)​ View performance dashboard and metrics for chats and agents​

Some options are only visible on the Supervisor's panel.​