Getting started with evaluagent CX permissions
evaluagent CX brings together a cohesive conversation evaluation process with the efficiency of Text Analytics/GenAI analysis and automated workflows.
This document explains the permissions required by roles using the CX plans:
evaluagent CX
Smart Intelligence
SmartScore v2
evaluagent CX
Prerequisite: evaluagent CX plan
evaluagent CX provides out-of-the-box insight topics and line items for your team to use in their quality assurance workflows.
In addition, empower your team by providing the following permissions appropriate to the workflows and features required by their roles.
Workflow/Feature | Associated Permission |
Using Imported Contact Filters & Insight Tab | 'View Imported Contacts' |
Building Blended Scorecards | 'Manage QA scorecard' |
Viewing SmartScore Change Report | 'SmartScore Reporting' |
In addition to the above permissions to control access to certain workflows, you can also control your users' experience and what they can see within evaluagent. For example, you may want to control the visibility of the underlying logic, reasoning and recommendation from SmartScore that appear when viewing an evaluation.
The following permissions are available to all users on evaluagent CX:
Permission | Description |
View sentiment results | You are granted access to view sentiment results when viewing an imported contact or evaluation. |
View conversation insights | You are granted access to the "evaluagent Insights" tab when viewing an imported conversation or evaluation. |
View SmartScore analysis | You are granted access to view the underlying logic, reasoning and recommendation from SmartScore that appear when viewing an evaluation on any screen. We recommend only evaluators and admins have this permission. |
Smart Intelligence
Prerequisite: evaluagent CX + Smart Intelligence plan
Smart Intelligence allows you to create your own insight topics in addition to evaluagent's out-of-the-box insight topics, giving you powerful insight into your imported conversations.
Empower your team by providing the following permissions appropriate to the workflows and features required by their roles.
Workflow/Feature | Associated Permission |
Activating/deactivating Topics | 'Build, test & manage custom insight topics' |
Building Insight Topics | 'Build, test & manage custom insight topics' |
Testing Insight Topics | 'Build, test & manage custom insight topics' |
Testing Automated Line Items | 'Build, test & manage custom insight topics' |
Using Imported Contact Filters & Insight Tab | 'View Imported Contacts' |
Building Blended Scorecards | 'Manage QA scorecard' |
Viewing SmartScore Change Report | 'SmartScore Reporting' |
SmartScore v2
Prerequisite: evaluagent CX + SmartScore v2 plan
SmartScore v2 allows you to create your own line items in addition to evaluagent's out-of-the-box line items, enabling powerful automation in your workflow.
Empower your team by providing the following permissions appropriate to the workflows and features required by their roles.
Workflow/Feature | Associated Permission |
Activating/deactivating Topics | 'Manage Smart Score' |
Building automated line items | 'Manage Smart Score' |
Testing Insight Topics | 'Manage Smart Score' |
Testing Automated Line Items | 'Manage Smart Score' |
Using Imported Contact Filters & Insight Tab | 'View Imported Contacts' |
Building Blended Scorecards | 'Manage QA scorecard' |
Viewing SmartScore Change Report | 'SmartScore Reporting' |