The following permissions are required to use this feature:

Required Permissions:

The platform lets you create and customise roles to match your organisation's needs. To make setup easier, evaluagent comes with several default roles you can use right away:

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 grant the user the permissions linked to those roles.

Permissions provide flexibility, letting you define exactly which functions, features, and data each user can access.

For help adding and editing roles and permissions, see How do I add/edit/delete roles & permissions?

The sections below explain each permission in detail. The technical name in backticks is the identifier used in the platform.

Lets the role-holder configure quality settings, including Labels, Prompts, Data Capture Questions, Line Item Scoring, Evaluation Outcomes, and QA workflows. See our Quality Settings guides.

Lets users access the imported contacts page.

Lets users view conversation insights on imported contacts and evaluations.

Lets the role-holder evaluate a contact. See How do I evaluate a contact?

Lets the role-holder facilitate and edit calibration sessions. Users with this permission can also take over other facilitators' calibration sessions. See How do I manage and submit a calibration session?

Lets the role-holder edit and delete completed calibration sessions.

Lets the role-holder access the completed evaluations table. See How do I view an evaluation?

Lets the role-holder edit completed evaluations. See How do I edit an evaluation?

Lets the role-holder delete completed evaluations. See How do I delete an evaluation?

Lets the role-holder delete and re-assign contacts whose evaluations have not yet been started, from the Evaluate table.

Lets the role-holder delete and re-assign contacts whose evaluations are currently in progress, from the Evaluate table.

Lets the role-holder review and resolve queries placed against an evaluation. See How do I query a QA result?

Lets the role-holder review and approve evaluations before they are published. See How do I send an evaluation for review (before it's published)?

Lets the role-holder upload attachments to evaluations and view attachments on existing evaluations. See How do I upload a specific call recording or contact record?

Lets the role-holder view attachments on evaluations.

Lets the role-holder set up and manage work queues. See What is an Auto Work Queue?

Lets the role-holder configure scorecards. See Manage Scorecards.

Lets the role-holder build and test custom insight topics.

Lets the role-holder build and test AI topics and line items used by Smartscore.

Lets the role-holder view Smartscore analysis on contacts and evaluations.

Lets the role-holder manage AI topics.

Lets the role-holder manage logic topics.

Lets the role-holder manage AI Settings and view credit logs.

Lets the role-holder configure feedback settings such as titles and topics. See Feedback Settings.

Lets the role-holder issue general feedback to users and send batch feedback. See How do I provide general feedback for a colleague?

Lets the role-holder view feedback issued to all managers. Users without this permission only see their own general feedback.

Lets the role-holder delete feedback on the Feedback Detail page.

Lets the role-holder configure 1-to-1 settings. See 1-to-1 Settings.

Lets the role-holder configure 1-to-1 templates that guide managers through a meeting and capture discussion points. See How do I create a 1-to-1 meeting template?

Lets the role-holder create and facilitate 1-to-1 meetings, as well as create and manage actions. See How do I manage a 1-to-1 meeting?

Lets the role-holder assign actions via the menu.

Lets the role-holder view 1-to-1 meetings carried out with managers as the participant.

1-to-1s marked as private can only be viewed by the meeting participant, the meeting facilitator, and holders of this permission.

Lets the role-holder delete 1-to-1 meetings and actions once they have started. All users can delete their own scheduled sessions.

Lets the role-holder create performance improvement plans.

Lets the role-holder view performance improvement plans within their reporting hierarchy.

Lets the role-holder create and edit SmartView Custom Dashboards.

Lets the role-holder view the _KPI Report_. The user's assigned reporting access level determines what data they see — for example, an agent only sees their own data.

Lets the role-holder view the _Line Item Performance Report_.

Lets the role-holder view, create, edit and delete line item groups for reporting.

Lets the role-holder view, create, edit and delete root cause groups for reporting.

Lets the role-holder view the _Category Performance Report_.

Lets the role-holder view the _Agent Insights Report_. Requires View agent results, 121s & feedback to be enabled.

Lets the role-holder drill down in all reports to view the performance of individual agents. Role-holders without this permission cannot access agent-level data anywhere in the platform — including the Dashboard, Quality/Line Item/Category performance reports, the Exporter, and the feedback pages. They also cannot see individual completed evaluations. In effect, their reporting level access only goes as low as the Team level.

Lets the role-holder view only their own calibration performance in the _Calibration Report_. Typically granted in place of the full access version.

Lets the role-holder view the calibration performance of all users in the _Calibration Report_.

Lets the role-holder view only their own performance in the _Evaluator Performance Report_. Typically granted in place of the full access version.

Lets the role-holder view the performance of all evaluators in the _Evaluator Performance Report_.

Lets the role-holder view the CX Performance Report.

Lets the role-holder view Smartscore reporting.

Lets the role-holder view survey reporting.

Lets the role-holder view the audit log, which lists actions taken on your platform by users.

Lets the role-holder view the _Exporter Report_ and export results. Users with this permission can export all data on your system, regardless of their chosen reporting level. You may want to reserve this permission for admin-level users.

Lets the role-holder view reasons for contact.

Lets the role-holder manage reasons for contact.

Lets the role-holder run Spotlight from imported contacts and access Spotlight reporting in Conversation Analytics.

Lets the role-holder run auctions and reporting in Community.

Lets the role-holder manage community settings.

Lets the role-holder view active announcements via the dashboard.

Lets the role-holder access Community > Manage announcements to create, edit and delete announcements.

Lets the role-holder access Settings > Community > Suggestion Box to submit suggestions.

Lets the role-holder access Community > Suggestions inbox to view suggestions submitted by users within their reporting level.

Lets the role-holder access Community > Suggestions inbox to view, edit and delete suggestions submitted by other users.

Lets the role-holder create, edit and deactivate users. See How do I add a new user? and How do I edit a user's profile?

Lets the role-holder create, edit and delete roles and permissions. See How do I add/edit/delete roles & permissions?

Lets the role-holder create and edit your reporting/organisational structure, and create custom reporting groups. See How do I set up my structure/org-chart? and How do I set up custom reporting groups?

Lets the role-holder design and create online lessons, quizzes, learning content and learning paths, and track assignment and completion rates. The following menu options become accessible:

* E-Learning > Admin Dashboard * E-Learning > Create * E-Learning > Track * Settings > E-learning settings — configure reporting trigger points to assign lessons automatically based on a user's performance.

Lets the role-holder access and complete assigned lessons, and access gamified progress reporting based on lessons completed. Accessed via E-Learning > Track.

Lets the role-holder create alerts that trigger under pre-configured conditions. See How do I set up my own customised alerts?

Lets the role-holder add new integrations and configure existing connections. See our Integration guides.

Lets the role-holder configure security settings such as multi-factor authentication, single sign-on and password restrictions. See Password Security and Account Locking.

Lets the role-holder configure notification settings. See How do I manage Notifications?

Lets the role-holder edit reporting settings such as dashboard target filter levels and agent insight evaluation thresholds.

Lets the role-holder grant access to their tenant to evaluagent Support staff. All actions taken by the evaluagent team while in a customer tenant are visible in the Audit Report.

Lets the role-holder share copies of dashboards with other internal users, and share some content with users who don't have an account on the platform.