How do I add/edit/delete roles & permissions?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Roles & Permissions (
admin.org.roles-and-permissions.manage) — to create, edit, and delete roles and the permissions attached to them
Go to User Management > 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 default role has been assigned a default set of permissions, which you can access by clicking Edit.
The original person who set up the account is assigned the Administrator role and, by virtue of the permissions that 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 editing the relevant default role before adding a new one.
This recommendation is mandatory for the Agent role because it has 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 want 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 or 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, 121s & 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 are only available if the corresponding feature is enabled on your account.
Adding a New Role and Associated Permissions
In addition to the system's default roles, you can 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, read the section above:_ _Editing Roles & Permissions_.
To add a new role, click + New role.
In the pop-up that appears, 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 permission boxes.
Deleting a Role
A role can be deleted as long as no active users are currently assigned to it. If there are active users assigned, when you click Delete on the row of the role, you'll be prompted first to remove the role from the relevant users.
To remove a role from a user, follow the same process as assigning a role, but instead of checking the box to assign the role, uncheck it to unassign.
The Administrator, Agent, and System Access roles have several unique permissions that cannot be assigned to any other role, so 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.