The following permissions are required to use this feature:

Required Permissions:

Go to User Management > Add & Edit Users and click Edit on the relevant user.

In the pop-up that appears, you can edit any of the user profile fields, assign roles, and set reporting access.

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

Email Address: Adding an email address is handy when users forget their passwords. It allows them to take advantage of the automatic password reset function. Don't worry if a user doesn't have an email address — this field is optional, and your system administrator can reset passwords manually.

evaluagent Username: This is a unique identifier for the user (3–100 characters). If the user has an email address, we recommend using it as their username.

System Access: Your account allows a certain number of users to log into evaluagent. When you get close to your limit we'll get in touch to discuss options. When you reach your limit, you'll be prompted to get in touch.

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

If you assign the Agent role to a user, the Team Selection section 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.

To protect data privacy, agents only ever see their own data in reports, so there's no need to assign Reporting Access to a user only assigned to the Agent role.

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

Here, you can assign one or more roles to a user to grant them the required level of system access permissions.

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, simply add a role or roles to a user and they're automatically assigned the permissions associated with the assigned 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 by the system.

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

When it comes to reports (including the dashboard), you need to 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. So 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 pane 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 code. 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 today.

Assign Custom Reporting Access: Assigning Custom Reporting Access gives a user reporting access to that 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 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 edited the relevant details, click Update user.

If the user was provisioned via SCIM, some fields (such as name, email, username, and active status) will be locked and must be updated in your identity provider instead. You'll see a message indicating which fields are managed externally.