The following permissions are required to use this feature:

Required Permissions:

Go to Users > Add & Edit Users > Add user.

Or use the create user shortcut: + Create > User.

After clicking the button, the Add User window will appear.

Forename and Surname: If you have two users with the same name, we recommend adding a number after each user's surname to help identify them within the reports — for example, _John Smith1_.

Email Address: We always recommend adding an email address for each user and using it as the username. Adding an email address also lets users who forget their passwords request a password reset email and receive notifications.

If a user doesn't have an email address, the self-service password reset functionality is unavailable, and the user will need to contact an administrator for password resets.

evaluagent Username: This is a unique identifier for the user (3–100 characters). We strongly recommend using the email address as a username.

System Access: Your account is allocated licences that let users log in to evaluagent. To grant the user you're creating login access, select Yes. To create the user but not allow them access, select No — they won't be sent an invite to join your evaluagent account.

Assigning the Agent role: The Agent role includes a number of unique hard-coded permissions. For example, you can only evaluate users that have been assigned the Agent role.

If you assign the Agent role to a user, the Team Selection dropdown appears, prompting you to assign the user to a team. Click into the drop-down box and select one of the active teams from your structure/org-chart.

This lets the system link an agent's performance to a specific part of the structure/org-chart, enabling hierarchical performance reporting.

If you assign only the Agent role, the user will only see their own data in reports.

Assigning other role(s): The system offers a number of default roles, each with a set of associated permissions. For example, the default Administrator role has permissions to access all parts of the system, while the Agent role has limited permissions.

You can assign one or more roles to a user to grant them the required level of system access.

This approach gives you flexibility and consistency by assigning permissions via a limited group of roles, rather than by assigning varied combinations of permissions directly to each user.

Once roles and permissions are defined, you simply add a role or roles to a user and they're automatically assigned the permissions associated with the role(s). If you change the permissions for a specific role, all users with that role have their permissions updated automatically.

To protect data privacy, agents only ever see their own data in the dashboard and reports — this default level of access is set automatically by the system.

If you've assigned a non-Agent role, the system will prompt you to assign Reporting Access.

When it comes to reports (including the dashboard), you choose which parts of the structure/org-chart a user has access to in terms of performance data.

For example, the Customer Service Director may be granted access to the highest level of the structure, enabling them to view performance at every level — from a summary of all performance data down to the performance of an individual agent (and all levels in between).

Remember: only users assigned the Agent role can be evaluated. If your team leaders or any other users handle customer interactions (and have a sample of those contacts evaluated), assign the Agent role in addition to any other role(s) they may have.

For more detailed user profile options, click Advanced settings at the bottom of the form. This switches to a separate view in the same modal with additional options.

Third-Party System Username: Typically, agents log into your telephony or customer contact management system using a unique identifier. It's an optional field, but if you choose to integrate evaluagent with a third-party system and the username for the third-party system is different to the username you've used for evaluagent, entering the third-party system username here lets us link users between the two systems.

If you've used the same username in both systems, or you have no need to integrate systems, you don't need to add anything here.

Employment Start Date: Optional. Defaults to the date the user is created.

Assign Custom Reporting Access: Assigning Custom Reporting Access gives a user reporting access to the specified group. This provides additional reporting access beyond the hierarchical structure.

Authentication method: Choose between password login and Single Sign-On (SSO), if SSO is enabled on your evaluagent platform.

Filter Access: With filter access restrictions, you can exclude evaluations from this user's reporting results — for example, restricting a user from viewing evaluations with certain data capture responses.

A user with filter access restrictions applied to their account will see a warning on any restricted page. Report filters carry the same warning, with the data capture response disabled for selection.

Once you've entered all the relevant details, click Create User to add the user to the system.

Once the profile has been created, the user's Account Status will be set to Active and their details will appear in the user table. If the user has been granted system access, they'll then experience the user invite process.

If you wish to add more than one user at a time, use the Bulk Upload Users function. You can also provision users using the SCIM protocol.

See the following user guides: