How it all works

Firstly, the platform enables you to configure Roles and, to help you get started, there are five default roles: (i) Administrator; (ii) Manager; (iii) Team Leader; (iv) Agent; and, (v) Quality Analyst.

You may 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, in turn, grants the user the permissions linked to their assigned roles.

Permissions give you a great deal of flexibility to define exactly which specific functions, features and data each user can access.

To get help on adding and editing roles and permissions, please refer to our guide: How do i add/edit/delete roles and permissions?

Read on to find out how each specific permission works

User Management Permissions

QA Workflow Permissions

Coach & Feedback Workflow Permissions

  • Manage coaching & 121 forms
    Allows role-holders assigned this permission to configure forms used in the coaching/one-to-one process. See our guide: How do I create a coaching form?
  • Configure coach & feedback settings
    Allows role-holders assigned this permission to configure coach and feedback settings such as titles and topics. See our Coach & Feedback Settings guides.
  • Provide general feedback
    Allows role-holders assigned this permission to issue general feedback to users, and send batch feedback. See our guide: How do I provide general feedback for a colleague?
  • View & acknowledge coaching sessions
    Allows role-holders assigned this permission to view and acknowledge coaching sessions. See our guide: How do I view a coaching session?
  • Facilitate a coaching session
    Allows role-holders assigned this permission to carry out coaching sessions. See our guide: How do I start a coaching session?
  • View everyone's general feedback
    Allows role-holders assigned this permission to view feedback issued to ALL non-agent users. Users who don't have this permission will only ever see their own general feedback
  • Delete feedback
    Allows role-holders assigned this permission to delete feedback on the Feedback Detail page.

General Permissions

  • Manage alerts
    Allows role-holders assigned this permission to create alerts which trigger under pre-configured conditions. See our guide: How do I set up my own customised alerts?
  • Manage integrations
    Allows role-holders assigned this permission to add new integrations and configure existing connections. See our Integration guides.
  • Manage security settings
    Allows role-holders assigned this permission to configure security settings such as multi-factor authentication, single sign-on and password restrictions. See our guide: Password Security and Account Locking guide.
  • Manage notifications
    Allows role-holders assigned this permission to configure notification settings. See our guide: How do I manage Notifications?
  • Manage reporting settings
    Allows role-holders assigned this permission to edit reporting settings, such as dashboard target filter levels and agent insight evaluation thresholds. See our Reporting settings guides.

Access to Reports

  • Quality
    Role-holders assigned this access can view the Quality Performance Report.
  • Line Item
    Role-holders assigned this access can view the Line Item Performance Report
  • Category
    Role-holders assigned this access can view the Category Performance Report
  • Insights
    Role-holders assigned this access can view the Agent Insights Report.
  • View agent performance data
    Role-holders assigned this access can drill down in all reports to view the performance of individual agents. Role holders who are NOT assigned this access will not be able to access agent level data anywhere in the platform including the Dashboard, Quality/Line Item/Category performance reports, the exporter or the feedback pages. They will also be unable to see any individual completed evaluations. In effect their reporting level access only goes as low as Team level.
  • Calibration [user access]
    Role-holders assigned this access can ONLY view their own calibration performance in the Calibration Report. A role holder is typically granted this access level or the full access level.
  • Calibration [full access]
    Role-holders assigned this access can view the calibration performance of ALL users in the Calibration Report.
  • Evaluator [user access]
    Role-holders assigned this access can ONLY view their own performance in the Evaluator Performance Report. A role holder is typically granted this access level or the full access level.
  • Evaluator [full access]
    Role-holders assigned this access can view the performance of ALL evaluators in the Evaluator Performance Report.
  • View audit log
    Allows users to view the audit log, which provides list of actions taken on your platform by user.
  • Exporter
    Role-holders assigned this access can view the Exporter Report with the ability to export results. Please note that users with this permission will be able to export all data on your system, regardless of their chosen reporting level. You may wish to reserve this permission only for admin-level users.
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