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 evaluagent CX feature suite, broken down across the three capability sets:

Out-of-the-box insight topics and line items (core evaluagent CX)
Custom Insight Topics (Smart Intelligence)
Custom Automated Line Items (SmartScore v2)

Required Feature Flags

The following feature flags control access to each capability set. Your evaluagent administrator (or CSM) can confirm which are enabled on your account:

Feature Flag	Technical Name	Description
Out-of-the-Box Topics	`feature_ootb_topics`	Enables the out-of-the-box insight topics and automated line items provided by evaluagent
Custom Insight Topics	`feature_custom_insight_topics`	Enables the ability to build, test and manage your own insight topics (Smart Intelligence)
SmartScore v2	`feature_smartscore_v2`	Enables the ability to build, test and manage your own automated line items (SmartScore v2)
Conversation Sentiment	`feature_conversation_sentiment`	Enables sentiment results to be visible against conversations

Out-of-the-Box Insight Topics and Line Items

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	Technical Name
Using Imported Contact Filters and the Insights Tab	View imported contacts	`quality.evaluations.imported-contacts`
Building Blended Scorecards	Manage QA scorecards	`admin.quality.form-builder`
Viewing the SmartScore Change Report	Smartscore reporting	`reporting.evaluagent-cx.view-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	Technical Name	Description
View sentiment results	`view_conversation_sentiment`	Granted access to view sentiment results when viewing an imported contact or evaluation.
View conversation insights	`quality.view-insights`	Granted access to the "evaluagent Insights" tab when viewing an imported conversation or evaluation.
View Smartscore analysis	`evaluagent-cx.smartscore-v2.view`	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 (Custom Insight Topics)

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	Technical Name
Activating/deactivating Topics	Build, test and manage custom insight topics	`evaluagent-cx.custom-insight-topics`
Building Insight Topics	Build, test and manage custom insight topics	`evaluagent-cx.custom-insight-topics`
Testing Insight Topics	Build, test and manage custom insight topics	`evaluagent-cx.custom-insight-topics`
Testing Automated Line Items	Build, test and manage custom insight topics	`evaluagent-cx.custom-insight-topics`
Using Imported Contact Filters and the Insights Tab	View imported contacts	`quality.evaluations.imported-contacts`
Building Blended Scorecards	Manage QA scorecards	`admin.quality.form-builder`
Viewing the SmartScore Change Report	Smartscore reporting	`reporting.evaluagent-cx.view-smartscore-reporting`

SmartScore v2 (Custom Automated Line Items)

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	Technical Name
Activating/deactivating Topics	Manage Smartscore	`evaluagent-cx.smartscore-v2.manage`
Building Automated Line Items	Manage Smartscore	`evaluagent-cx.smartscore-v2.manage`
Testing Insight Topics	Manage Smartscore	`evaluagent-cx.smartscore-v2.manage`
Testing Automated Line Items	Manage Smartscore	`evaluagent-cx.smartscore-v2.manage`
Using Imported Contact Filters and the Insights Tab	View imported contacts	`quality.evaluations.imported-contacts`
Building Blended Scorecards	Manage QA scorecards	`admin.quality.form-builder`
Viewing the SmartScore Change Report	Smartscore reporting	`reporting.evaluagent-cx.view-smartscore-reporting`

Evaluate Conversation Using SmartScore

EvaluAgent CX How To Use The SmartScore Change Report

EvaluAgent CX How Do I Build An Gen AI Based Line Item

Roles Permissions Explained

Build Text Analytics Line Item

Getting Started With EvaluAgent CX Permissions

Getting started with evaluagent CX permissions

Required Feature Flags

Out-of-the-Box Insight Topics and Line Items

Smart Intelligence (Custom Insight Topics)

SmartScore v2 (Custom Automated Line Items)