Agent Permissions Enhancements
Switchfly has made three major enhancements to the agent permissions to give clients more flexibility in
providing access to bookings and tools within the Switchfly tool. Clients that have multiple inhouse and
outside agencies have found they need more flexibility within the agent permissions as some agencies
have different levels of engagement with the customer and client.
Add Agency Permission to Control Access to Loyalty Log In
Currently if the “Agent Loyalty Login Service” is enabled for a cobrand or agency all agents will see the
“Loyalty Log in” link on the Agent Tools tab.
A new permission option has been added to the agent’s permission table called “Can access Loyalty Login”.
With the new permission clients can determine if an inhouse or outside agent that may not support
Loyalty bookings will not see the “Loyalty Log in” link. For an agent to have access to Loyalty Log in this
permission must be checked.
The “Can Access These Loyalty Groups” has been made more user friendly by being able to add or
delete a group by highlighting the loyalty group and clicking “Add” or “Remove”. With the two boxes it will
be easier to see what groups an agent has access to and what groups are available.
To add a loyalty group highlight it in the Accessible Loyalty Groups and click add. This will move the
group into the “Loyalty Group” box. All group moved into the “Loyalty Group” box will now be available to the agent.
To remove permissions to a loyalty group from an agent, highlight the group in the Loyalty Groups box
and click remove.
If current agents have access to Loyalty Log In, this permission was automatically set.
Agent Permission to Allow Access by Agency
“Agent Permission to Allow Access by Agency” defines the bookings an agent can access by
agency. Bookings not made in the selected agencies will be inaccessible by this agent. This new
enhancement will be applicable to both inhouse and outside agents.
The Group Administrator has been removed and replaced by the new agency access permission for
outside agents.
The access by cobrand will still be applicable. Agents will not be able to access an agency unless they
also have access to the cobrand.
Due to the number of agencies that could be listed and the number that an agent may be assigned this
table uses the “pick and move to selected box” design.
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The agency drop down list will be in the following order:
 None
 All
 Agency Group by alphabetical order
o Agencies within the agency group in alphabetical order listed under the agency group
name
View Bookings and Reporting Access by agency permission box will work as follows:
 The box listing all agencies are on the left is labeled Agencies.
 The box on the right, labeled Agency Access, will show the agencies that have been selected
 To move an agency from Agencies to Agency Access, the desired agency or agencies should be
highlighted and click add
 The highlighted agency or agencies should now be moved to the Agency Access box
 If an agency is already present in the Agency Access box it cannot be moved again
 To move an agency group highlight the group name and click add. The entire agency group will
move to Agency Access giving access to all agencies within the group
 If an agency group is moved the agencies within that group cannot be moved individually
(permission already provided by moving the agency group)
 If “All” is selected then no other agency group or agency can be moved into the box
 If “None” is selected then no other agency group or agency can be moved into the box
 To remove an agency group, agency or agencies highlight the agency group, agency or agencies
and click on remove
 These agency group, agency or agencies should no longer appear in the Agency Access box
Agents will have permissions to access the bookings of only those agencies or agency groups that
appear in the Agency Access Box.
The agency level permissions will apply to certain reports.
Agency filters have been included on the below reports and will only display the agencies the agent has
permission to view.
 Bookings Search
 Agent Dashboard
 Bookings with no Payments
Split Booking Info and Accounting Info on Booking Confirmation Page
Currently on the agent view of the confirmation of a booking inhouse agents have access to an area
called Booking Info. From a drop down menu they can choose to access information applicable to the
booking and accounting information.
The information contained in the “Booking Info” drop down will now be broken out into two separate drop downs, Booking Info and Accounting info, to provide appropriate access to the various information.
Information contained in the Booking Info drop down will focus on post booking information most
commonly used by customer service agents.
Booking info will contain the following information:
 Payment History
 Schedule Change
 Documents
 Memos
 Modifications
 Tied To
 View Logs
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The information contained in the Accounting Info drop down will focus on accounting actions.
Accounting info will contain the following information:
 Payment Correction
 Accounting Adjustments
 AR Agency
 AP Agency
 AP Supplier
 Supplier Payments
 Revenue and COG
Access to these area of the booking are controlled via agent the new agent permissions, Booking Info
and Accounting Info to insure agents are provided with the information appropriate to their role.
Access to all booking information can be applied to outside agents using the Booking Info permission.
The current functionality of the existing configuration allow_outside_agent_memos is set to true and the
new “Memo” permission is selected and the booking info permission is not selected, outside agents will
have access to memos only.
Additionally outside agents can now be given the ability to use the Tie To function using the new
permission “Tie To”.
Cancel preset specials
This enhancement is designed to help clients maintain their opacity of their discount packages when
using the Switchfly preset specials module by preventing individual components of a special to be
cancelled. The discounts that are offered through the preset specials require that certain components
must be booked and maintained together. Currently this was handled via agent training and the Switchfly
tool did not prevent components within the preset special from being cancelled individually.
Components that are booked via a preset special offering are linked together in the Switchfly tool by a
special ID. With this enhancement any components that share the same special ID will not be able to be
cancelled individually by inhouse, outside or online consumer. If an additional component is added to the
booking that is not part of the preset special (aka sharing the same special ID) will not be affected.
For customer servicing purposes we know that there are times when a component of a preset special
does need to be cancelled to be rebooked. Normally this type of exception is handled by select
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agents. A new permission has been added to the agent’s permission called “Can cancel preset special components” so clients can provide specific agents with the ability to cancel components if necessary.
Agent Experience


Agent accesses a booking that contains preset special components
Agent goes to ezModify
o Clicks on cancel of an individual component
o Agent will receive the warning “Individual components of a special cannot be canceled.
All components will be canceled.”
o If agent clicks on confirm all components of the preset special will move into the agent
workspace.
o If the agent clicks on restore all components of the preset special will be restored.
o Agent can cancel components that are not part of the preset special.
o Agent goes to Modify
 Agent clicks on delete of an individual component and then clicks on Update
 Agent clicks OK when asked if they are sure they want to update
 Agent will receive the warning “Individual components of a special cannot be
canceled. All components will be canceled.”
 If agent clicks “OK” all preset special components will be canceled
 If they click “Cancel” no components will be canceled
 Agent can delete components that are not part of the preset special
As with any migration for new permission we try to maintain agents current functionality. Current agents
were migrated with the “Can cancel preset specials components” set to true. The default for new agents
being added after the 14.3 release will be false.
Can view Admin tabs in the Permissions
In the past, when agents who belonged to an inside agency and are in the admin portal, would see tabs
that allow them to navigate to various pages/tools to perform site administration functions.
These tabs would always show up regardless of their access permissions that have been defined in the
control panel ==> administrator tool. This has led to confusion or training issues in situations where an
agent does not have permissions to use certain tools but are still able to see the tab.
In order to allow clients to control which tabs are viewable, a new permission has been added that allows
them to define which tabs will show up for each agent belonging to an inside agency.
By navigating to the agencies tab ==> selecting inside agencies ==> selecting an agency and then
modifying an individual agent, there is now a new field called "can view these admin tabs". The field is a
multi-select with these options:







Accounting
Agencies
Agent tools
Bookings
Cobrands
Configurations
Control panel
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

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
Marketing
Products
Support
Reports
By selecting/unselecting the various options, the corresponding tabs will appear or be hidden. For
example, if you only select Accounting and Agencies for a particular agent, their admin portal view will
only shows those tabs:
Note that this permission will only apply to agents who belong to an inside agency.
Process Refunds
Before this enhancement, only inhouse agents could process refunds if they had accounting access.
Outside agents do not have the option to perform refunds. Switchfly has added a new refund permission
which will allow efficiency in post booking support by both inhouse and outside agents without exposing
accounting areas that may not be appropriate for every agent.
A new agent permission labeled “Can Process Refunds”, is being added to the agent permission table.
This permission is applicable to both inhouse and outside agents.
When the “Can Process Refunds” is checked the agent will have the ability to process refunds.
The ability to process refunds will no longer be tied to accounting permissions.
Refund permissions will function as follows:
Can Process
Refund Permission
True
True
False
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Accounting
Permission
False
True
True
Can process
Refunds?
Yes
Yes
No
Agent Permissions Enhancements
Accounting permissions are located under Control Panel>Administrators
Override commission based on components
The Override commission based on components allows the agent to receive an alternate amount of
commission than what is configured for the agency. A new configuration “Supports Commission Recalculate” (only configurable at system level and accessible by Switchfly agents).
The new permission is Can Recalculate Commission which needs to be checked. Then you can set the
commission override for the following:



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Activity commission override
Car commission override
Air commission override