There are two options available for assigning roles and permissions to users.
Option 1: Assign multiple users to a role
Navigation prompt
Go to USER MANAGEMENT > Click Roles & permissions > click the option, Update users
In the pop-up window that appears, tick the names of the users you want to assign this role to.
You will also need to assign a Team to those users who are assigned the "Agent" role.
To un-assign users, simply untick the names of the users you no longer wish to have this role.
Option 2: Assign a role to an individual user when adding/editing a user
Navigation prompt
Go to USER MANAGEMENT > Click Add & edit users > Click Edit
From here, you can assign a role to a user during the user addition process, either individually or via the bulk import users function. You can also assign/unassign a role to a user by editing their user profile.
When assigning roles, keep in mind:
Agent role: Users with the Agent role must be assigned to a team. They can be evaluated and their performance data is linked to their team in the structure/org-chart. If you assign only the Agent role, they will only see their own data in reports.
Non-agent roles: Users with non-agent roles (such as Manager, Quality Analyst, or Admin) need to have their Reporting Access level set. This determines which parts of the structure/org-chart they can see data for in reports.
Multiple roles: A user can be assigned one or more roles. The permissions from all assigned roles are combined, giving the user access to everything each role allows.
Important notes
A user can hold multiple roles at the same time (for example, both Agent and Team Leader).
If you change the permissions for a specific role, all users with that role will automatically have their permissions updated.
You can view a user's current permissions by clicking the Actions menu next to a user in the Add & edit users table and selecting View Permissions.