Add a new user in the Agent Web Console (AWC), and then assign permission levels.
Add a New User
- From the Dashboard, select the ADMIN menu, and then select Users and Groups.
- On the Users and Groups page, click Create New User.
- In the Email Address field, enter the email address for the new user.
Note: This is the user's login name. - In the Name field, enter the user's first and last name.
- In the Initials field, enter the user's initials.
- in the Phone Number field, enter the user's phone number (optional).
- Select the Timezone drop-down menu and choose the user's timezone.
- Under Group Permissions, select one or more groups for the user.
- Click Add User.
Group Permissions
Permission levels are referred to as Groups, which are a cluster of access permissions based on different functionality. An administrator can assign one or more groups to any individual user.
|
Group |
Description |
Detail |
|
Admin |
Users with admin rights to the system |
The Admin controls the AWC. The Admin allows access and rights and permissions for all employees using the AWC. The Admin has access and control of the Fraud Control tab where the risk threshold settings reside. The Admin also has permissions to flag orders as chargebacks on the Transaction Details page and is the only Group allowed to request a RIS API Key. There can be more than one Admin per customer; however, it is recommended that the number of Admins stays as low as possible. Only someone with Admin privileges can add another Admin member. |
|
Agent |
Users reviewing transactions in the system |
An Agent reviews transactions in the AWC to recommend a decision for the transaction to a Lead Agent or Manager. The Agent has limited access to other AWC options. An Agent can view transaction details and add notes for recommended actions. An Agent cannot apply an Approve or Deny decisions to a transaction; however, they can blacklist email or credit card information. An Agent is also known as the Risk Analyst. They are responsible for reviewing individual orders and labeling them as either Approved or Declined. |
|
*Agent Manager |
Users who manage agents and can edit their settings |
The Agent Manager is responsible for Lead Agents and Agents. The Agent Manager has the ability to add users, assign users to Lead Agents, and assign or re-assign orders to other Agents. The Agent Manager can view reports, VIP Lists, and Categories, but cannot edit them.
|
|
Employee |
Users who work for the company |
Users with this role can only log in to the AWC. This role does not have Read Only functionality in the AWC. This permission only grants users access to log in to the AWC.
|
|
*Lead Agent |
Users who manage agents |
The Lead Agent is typically responsible for a group of Agents and oversees their work. The Lead Agent takes recommendations from the Agent and applies an approve or deny action to transactions. Also known as a Risk Manager, the Lead Agent can see every workflow order and can assign each one to a member of the Agent team. The Lead Agent can review and apply decisions to any transaction. |
|
Manager |
Users who manage employees |
The Manager oversees any employee accessing the AWC, and has access to reporting options, including Datamart. The Manager also has limited access to Workflow permissions. The Manager does not have the permissions to add a member to the Admin group, but can add members to any other group. |
|
News Editor |
Users who edit, publish, delete, archive, and create news |
The News Editor is limited to the Start tab to add and edit items. |
|
Risk Editor |
User who edits risk settings in the system |
The Risk Editor is limited to actions on the Fraud Control tab only. This user also has permissions to flag orders such as chargebacks on the Transaction Details page. The Risk Editor can develop Rules and Conditions for the Rules Snapshots in Fraud Control. |
*Lead Agent and Agent Manager are the only user groups besides Admin who can assign jobs. Unless a Manager or an Agent is configured as a member of the Lead Agent or Manager Agent groups, they will not have job assignment abilities.
Upon the creation of a customer profile, the following read/write rules are assigned, and can change over time as a customer's requirements change.
|
Group |
Home |
Workflow |
Reports |
Fraud Control |
Admin |
Help |
Ethoca |
|
Admin |
RW |
RW |
RW |
RW |
RW |
R |
R |
|
Agent |
R |
RW limited |
R limited |
N |
N |
R |
R |
|
Agent Manager |
R |
RW |
N |
N |
N |
R |
R |
|
Employee |
RW |
N |
N |
N |
N |
R |
N |
|
Lead Agent |
R |
RW limited |
R limited |
N |
N |
R |
R |
|
Manager |
R |
RW limited |
RW |
N |
N |
R |
R |
|
News Editor |
RW |
N |
N |
N |
N |
R |
N |
|
Risk Editor |
R |
N |
N |
RW |
N |
R |
N |
R = Read
RW = Read and Write
N = No Access
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