How do I assign/un-assign roles & permissions to a user?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Users (
admin.org.users.manage) — to assign roles via the user profileManage Roles & Permissions (
admin.org.roles-and-permissions.manage) — to assign multiple users to a role from the Roles & Permissions page
There are two options for assigning roles and permissions to users.
Option 1: Assign Multiple Users to a Role
Go to User Management > Roles & Permissions and click Update users on the row of the role you want to assign.
In the pop-up window, tick the names of the users you want to assign this role to.
You'll also need to assign a Team to any users assigned the Agent role.
To un-assign users, untick the names of the users you no longer want to have this role.
Option 2: Assign a Role to an Individual User When Adding/Editing a User
Go to User Management > Add & Edit Users and click Edit on the user you want to update.
From here, you can assign a role to a user during the user addition process, either individually or via the bulk import users function. You can also assign or un-assign a role to a user by editing their user profile.
When assigning roles, keep in mind:
Agent role: Users with the Agent role must be assigned to a team. They can be evaluated and their performance data is linked to their team in the structure/org-chart. If you assign only the Agent role, they will only see their own data in reports.
Non-agent roles: Users with non-agent roles (such as Manager, Quality Analyst, or Admin) need to have their Reporting Access level set. This determines which parts of the structure/org-chart they can see data for in reports.
Multiple roles: A user can be assigned one or more roles. The permissions from all assigned roles are combined, giving the user access to everything each role allows.
Important Notes
A user can hold multiple roles at the same time (for example, both Agent and Team Leader).
If you change the permissions for a specific role, all users with that role will automatically have their permissions updated.
You can view a user's current permissions by clicking the Actions menu next to a user in the Add & Edit Users table and selecting View Permissions.
What happens to past conversations when you assign the Agent role?
If a manager or team leader was handling customer conversations before they were assigned the Agent role in evaluagent, those historical conversations won't be analysed retrospectively when the role is added.
Here's why: when contacts are imported, evaluagent only sends a conversation through the AI analysis pipeline (transcription, sentiment, Spotlight, AI summaries, AI assist) if the linked agent already holds the Agent role at the time of import. Conversations linked to users who don't yet have the role are skipped and don't get picked up automatically later.
What to do if you need those past conversations analysed:
Assign the Agent role to the user as described above.
Contact evaluagent support (or your CSM) and ask them to re-dispatch analytics for the user's historical conversations. Include the date range you need covered.
There's no self-serve button for this — re-dispatch is run by the evaluagent team using an internal tool, and depending on your source system's retention policy, very old conversations may no longer be available to re-analyse.
Going forward, any new conversations imported after the role is assigned will flow through analysis as normal.