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Roles & Permissions explained

Alex Richards avatar
Written by Alex Richards
Updated yesterday

How Roles & Permissions Work Together

The platform lets you create and customise roles to match your organisation's needs. To make setup easier, we've included five default roles you can use right away:

  • Administrator

  • Manager

  • Team Leader

  • Agent

  • Quality Analyst.

You can edit the titles of these default roles and/or create new roles. Each Role can be linked to any combination of platform Permissions.

Each User can then be assigned one or more roles, which, in turn, grant the user the permissions linked to their assigned roles.

Permissions provide a great deal of flexibility, allowing you to define exactly which specific functions, features, and data each user can access.

For assistance with adding and editing roles and permissions, refer to our guide: How do I add/edit/delete roles and permissions?

The sections below provide a detailed explanation of each permission.

QA Workflow Permissions

  • Configure quality settings
    Allows role-holders assigned this permission to configure quality settings, including Labels, Prompts, Data Capture Questions, Line Item Scoring, Evaluation Outcomes, and QA workflows. See our guides.

  • View imported contacts
    Allows users to access the imported contacts page.

  • View Conversation Insights

  • Evaluate
    Allows role-holders assigned this permission to evaluate a contact. See our guide:

  • Calibrate
    Allows role-holders assigned to this permission to facilitate and edit calibration sessions. Users with this role can also take over other facilitators' calibration sessions. See our guide:

  • View completed evaluations
    Allows role-holders assigned this permission to access the completed evaluations table See our guide

  • Edit evaluations
    Allows role-holders assigned this permission to edit completed evaluations. See our guide:

  • Delete evaluations
    Allows role-holders assigned this permission to delete completed evaluations. See our guide:

  • Delete & re-assign contacts
    Allows role-holders assigned this permission to delete and re-assign contacts from the Evaluate table. See our guide:

  • Process evaluation queries
    Allows role-holders assigned this permission to review and resolve queries placed against an evaluation. See our guide:

  • Review pre-published evaluations
    Allows role-holders assigned this permission to review and approve evaluations before they are published. See our guide:

  • Attach files to an evaluation
    Allows role-holders assigned this permission to upload attachments to evaluations and view attachments on existing evaluations. See our guide:

  • Manage auto-work-queues
    Allows role-holders assigned this permission to set up and manage work queues. See our guide:

  • Manage QA scorecards
    Allows role-holders assigned this permission to configure scorecards. See our guide:

  • Access Smart Score
    Allows role-holders assigned this permission to access the SmartScore button. Enables the user to use SmartScore when evaluating a conversation.

  • View Sentiment Results
    Allows role-holders assigned this permission to view sentiment results when viewing an imported contact or evaluation.

  • Build, Test and Manage Custom Insight Topics
    Allows role-holders assigned this permission to build and test Custom Insight Topics

  • Manage Smart Score
    Allows role-holders assigned this permission to build and test AI topics and line items

  • View Smart Score analysis

  • Manage AI Settings
    Allows role-holders assigned this permission to manage AI Settings and view credit logs

Feedback Permissions

  • Configure feedback settings
    Allows role-holders assigned this permission to configure feedback settings such as titles and topics. See our guide:

  • Provide general feedback
    Allows role-holders assigned this permission to issue general feedback to users and send batch feedback. See our guide:

  • View feedback to managers.
    Allows role-holders assigned this permission to view feedback issued to ALL managers. Users who don't have this permission will only ever see their own general feedback.

  • Delete feedback
    Allows role-holders assigned this permission to delete feedback on the Feedback Detail page.

1-to-1 Permissions

  • Configure 1-to-1 settings
    Allows role-holders assigned this permission to configure 1-to-1 settings. See our guide:

  • Manage 1-to-1 templates
    Allows role-holders assigned this permission to configure 1-to-1 templates used to help guide managers through a 1-to-1 meeting and ensure pertinent discussion points are captured and stored. See our guide:

  • Facilitate 1-to-1s
    Allows role-holders assigned this permission to create & facilitate 1-to-1 meetings as well as create and manage actions. See our guide:

  • Assign actions via Menu
    Allows role-holders assigned this permission to assign actions via the menu.

  • View 1-to-1s for all managers
    Allows role-holders assigned this permission to view 1-to-1 meetings carried out with managers as the participant

  • View private 1-to-1s
    1-to-1s marked as private can ONLY be viewed by the meeting participant, the meeting facilitator and holders assigned this permission.

  • Delete 1-to-1s and actions
    Allows role-holders assigned this permission to delete 1-to-1 meetings and actions once they have started. Please note that all users can delete their own scheduled sessions.

  • Create Plans
    Allows role-holders assigned this permission the ability to create performance improvement plans.

  • View Plans
    Allows role-holders assigned this permission to view performance improvement plans within their reporting hierarchy.

Access to Reports

  • Edit SmartView Custom Dashboards
    Role-holders assigned this permission can create and edit SmartView Custom Dashboards

  • KPI Report
    Role-holders assigned this permission can view the KPI Report. Please note that the User's assigned reporting access level determines what data they see. For example, an agent only sees their own data.
    ​
    For more information on the KPI Report, please see our guide:

  • Line Item
    Role-holders assigned this permission can view the Line Item Performance Report

  • Manage Line Item Groups
    Role-holders assigned this permission allow a user to view, create, edit and delete line item groups for reporting purposes.

  • Manage Root Cause Groups
    Role-holders assigned this permission allow a user to view, create, edit and delete root cause groups for reporting purposes.

  • Category
    Role-holders assigned this permission can view the Category Performance Report

  • Insights
    Role-holders assigned this permission can view the Agent Insights Report.

  • View agent results, 121’s & feedback
    Role-holders assigned this access can drill down in all reports to view the performance of individual agents. Role holders who are NOT assigned this access will not be able to access agent-level data anywhere in the platform, including the Dashboard, Quality/Line Item/Category performance reports, the exporter or the feedback pages. They will also be unable to see any individual completed evaluations. In effect, their reporting level access only goes as low as the Team level.

  • Calibration [user access]
    Role-holders assigned this access can ONLY view their own calibration performance in the Calibration Report. A role holder is typically granted this access level or the full access level.

  • Calibration [full access]
    Role-holders assigned this access can view the calibration performance of ALL users in the Calibration Report.

  • Evaluator [user access]
    Role-holders assigned this access can ONLY view their own performance in the Evaluator Performance Report. A role holder is typically granted this access level or the full access level.

  • Evaluator [full access]
    Role-holders assigned this access can view the performance of ALL evaluators in the Evaluator Performance Report.

  • CX Performance
    Role-holders assigned this permission can view the .

  • Smartscore Reporting

  • View audit log
    Allows users to view the audit log, which provides a list of actions taken on your platform by the user.

  • Exporter
    Role-holders assigned this access can view the Exporter Report with the ability to export results. Please note that users with this permission will be able to export all data on your system, regardless of their chosen reporting level. You may wish to reserve this permission only for admin-level users.

  • View reasons for contact

  • Manage reasons for contact

Community Permissions

  • Run Auctions and Reports
    The assigned user can run auctions and reporting in Community. See our guides:

  • Manage Community Settings
    The assigned user can manage community settings. See our guide

  • View Announcements
    The assigned user can view active announcements via the dashboard. See our guide:

  • Manage Announcements
    The assigned user is granted access to Community > Manage announcements. Enables the user to create, edit and delete announcements. See our guide:

  • Submit suggestion
    The assigned user is granted access to: Settings> Community > Suggestion Box. Enables the user to submit suggestions. See our guide:

  • View suggestion inbox
    The assigned user is granted access to: Community > Suggestions inbox. Enables the user to view suggestions submitted by users within their reporting level. See our guide:

  • Manage suggestion inbox
    The assigned user is granted access to: Community > Suggestions inbox. Enables the user to view, edit and delete suggestions submitted by other users. See our guide:

User Management Permissions

  • Manage users
    Allows role-holders assigned this permission to create, edit and deactivate users. See our guides:

  • Manage roles & permissions
    Allows role-holders assigned this permission to create, edit and delete roles & permissions. See our guide:

  • Manage reporting structures
    Allows role-holders assigned this permission to:

    • Create and edit your (reporting) organisational structure. See our guide:

    • Create custom reporting groups. See our guide:

E-Learning

  • Manage lessons
    Allows role-holders assigned this permission access to design and create online lessons, quizzes, learning content and learning paths, as well as track assignment and completion rates.
    ​
    More information is available in the guides, .
    ​
    The following menu options become accessible;

    • E-LEARNING > Admin Dashboard

    • E-LEARNING > Create

    • E-LEARNING > Track

    • SETTINGS > E-learning settings
      Enables the user to configure reporting trigger points to assign lessons based on a user's performance automatically.

  • Access to My Learning
    Allows role-holders assigned this permission to access and complete assigned lessons, as well as access gamified progress reporting based on lessons completed. Accessed via the menu option, E-LEARNING > Track.
    ​
    More information available in the guide, .

General Permissions

  • Manage alerts
    Allows role-holders assigned this permission to create alerts that trigger under pre-configured conditions. See our guide: How do I set up my own customised alerts?

  • Manage integrations
    Allows role-holders assigned this permission to add new integrations and configure existing connections. See our Integration guides.

  • Manage security settings
    Allows role-holders assigned this permission to configure security settings such as multi-factor authentication, single sign-on and password restrictions. See our guide: Password Security and Account Locking guide.

  • Manage notifications
    Allows role-holders assigned this permission to configure notification settings. See our guide: How do I manage Notifications?

  • Manage reporting settings
    Allows role-holders assigned this permission to edit reporting settings, such as dashboard target filter levels and agent insight evaluation thresholds. See our Reporting settings guides.

  • Can grant support access
    Allows role-holders assigned this permission the ability to grant access to their tenant to EvaluAgent Support staff. All actions undertaken by the EvaluAgent team whilst in a customer tenant are visible using the

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