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Go to USER MANAGEMENT > Click Roles & permissions
From here, you can edit role titles, configure the permissions assigned to each role, assign users to each role and delete roles.
Default roles & permissions
The system is already configured with several default roles:
Administrator
Manager
Team Leader
Agent
Quality Analyst
System Access
Each of these default roles has been assigned a default set of permissions, which you can access by clicking the Edit link.
The original person who set up the account is assigned the administrator role and, by virtue of the permissions which go with this role, can access all parts of the system.
Important: The Administrator, Agent, and System Access roles are immutable and cannot be deleted from the system.
Editing roles & permissions
If you use job titles that differ from the system's default options (for example, you use the term 'Advisor' rather than 'Agent' or 'Team Manager' rather than 'Team Leader'), we strongly recommend that you edit the relevant default role before adding a new one.
This recommendation is mandatory for the Agent role because it possesses several unique permissions that cannot be assigned to any other role. Specifically, users can be assigned to a team and evaluated only if they have been assigned the Agent role.
To edit a role, click Edit at the end of the row of the role you wish to edit to reveal the role's details.
Here, you can edit the title of the role and adjust any of its permissions by checking/unchecking the relevant permission boxes.
Note: You cannot edit the name (internal identifier) of existing roles -- only the title is editable.
For an explanation of each specific permission, hover over the permission in the table.
Permission dependencies
Some permissions have dependencies you should be aware of:
The Insights permission requires the View agent results, 1-to-1s & feedback permission. If you remove the latter, the system will automatically remove Insights.
Certain permissions are grouped by feature and may have dependencies (for example, Calibration, Work Queues, Feedback, 1-to-1s).
Some permissions may only be available if the corresponding feature is enabled on your contract.
Adding a new role and associated permissions
In addition to the system's default roles, you may also create your own custom roles and configure permissions for each.
Remember, before adding a new role, you may need to edit one of the system default roles. Before proceeding, please read the section above entitled: Editing roles & permissions.
To add a new role, click on the + New role button.
A pop-up will then appear, where you can add the title of the new role. You need to provide:
Name: A unique internal identifier (3-255 characters)
Title: A unique display title (3-255 characters)
You can also choose to base this new role on an existing role. If you do, you can copy the permissions from that existing role. Alternatively, select the permissions you'd like to assign to the new role by checking the relevant permissions boxes.
Deleting a role
A role can be deleted as long as no active users are currently assigned the role. If there are active users assigned, when clicking Delete on the row of the role you wish to delete, you will be prompted to first remove the role from the relevant users.
To remove a role from a user, you follow the same process as you do when you assign a role to a User, but instead of checking the box to assign the role, you uncheck the box to unassign the role from the user.
Because the Administrator, Agent, and System Access roles have several unique permissions that cannot be assigned to any other role, these roles cannot be deleted from the system.
Best practices
Design roles based on job functions -- Create roles that map to actual responsibilities in your organisation.
Follow the principle of least privilege -- Assign only the permissions necessary for each role.
Use clear, descriptive role titles -- Make it easy for administrators to understand what each role is for.
Regularly review role assignments -- Remove unused roles and update permissions as your needs change.
Document role purposes -- Maintain records of what each role is intended for and which permissions it includes.