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

• Manage users
  Allows role-holders assigned this permission to create, edit and deactivate users. See our guides: How do I add a new user? and How do I edit a user's profile?
• Manage roles & permissions
  Allows role-holders assigned this permission to create, edit and delete roles & permissions. See our guide: How do I add/edit /delete roles & permissions?
• Manage reporting structures
  Allows role-holders assigned this permission to: (a) create and edit your (reporting) organisational structure. See our guide: How do I add my structure/org-chart? and, (b) create custom reporting groups. See our guide: How do I set up custom reporting groups?

QA Workflow Permissions

• Configure quality settings
  Allows role-holders assigned this permission to configure quality settings including Labels, Prompts, Data Capture Questions, Line Item Scoring, Evaluation Outcomes, and QA workflows. See our Quality Settings guides.
• View imported contacts
  Allows users to access the imported contacts page.
• Evaluate
  Allows role-holders assigned this permission to evaluate a contact. See our guide: How do I evaluate a contact?
• Calibrate
  Allows role-holders assigned to this permission to facilitate and edit calibration sessions. Users with this role can also take over other facilitators' calibration sessions. See our guide: How do I manage and submit a calibration session?
• View completed evaluations
  Allows role-holders assigned this permission to access the completed evaluations table See our guide: How do I view an evaluation?
• Edit & delete evaluations
  Allows role-holders assigned this permission to edit and delete completed evaluations See our guide: How do I edit an evaluation?
• Delete & re-assign contacts
  Allows role-holders assigned this permission to delete and re-assign contacts from the Evaluate table. See our guide: How do I delete a contact?
• Process evaluation queries
  Allows role-holders assigned this permission to review and resolve queries placed against an evaluation. See our guide: How do I dispute a quality score or an evaluation outcome?
• Review pre-published evaluations
  Allows role-holders assigned this permission to review and approve evaluations before they are published. See our guide: How do I send an evaluation for review (before it's published)?
• Attach files to an evaluations
  Allows role-holders assigned this permission to upload attachments to evaluations and view attachments on existing evaluations. See our guide: How do I upload a specific call recording or contact record?
• Manage auto-work-queues
  Allows role-holders assigned this permission to set up and manage work queues. See our guide: How do I create a work-queue of contacts to evaluate?
• Manage QA scorecards
  Allows role-holders assigned this permission to configure scorecards. See our Scorecard Builder guides

Feedback Permissions

• Configure feedback settings
  Allows role-holders assigned this permission to configure feedback settings such as titles and topics. See our Feedback Settings guide.
• 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 feedback to managers
  Allows role-holders assigned this permission to view feedback issued to ALL managers. 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.

1-to-1s Permissions

• Configure 1-to-1 settings
  Allows role-holders assigned this permission to configure 1-to-1 settings. See our 1-to-1 Settings guide.
• Build 1-to-1 templates
  Allows role-holders assigned this permission to configure 1-to-1 templates used to help guide managers through a 1-to-1 meeting and ensure pertinent discussion points are captured and stored. See our guide: How do I create a 1-to-1 meeting template?
• Facilitate 1-to-1s and actions
  Allows role-holders assigned this permission to create & facilitate 1-to-1 meeting as well as create and manage actions. See our guide: How do I manage a 1-to-1 meeting?
• View 1-to-1s for all managers
  Allows role-holders assigned this permission to view 1-to-1 meetings carried out with managers as the participant
• View private 1-to-1s
  1-to-1s marked as private can ONLY be viewed by the meeting participant, the meeting facilitator and holders assigned this permission.
• Delete 1-to-1s and actions
  Allows role-holders assigned this permission to delete 1-to-1 meetings and actions once they have started. Please note that all users can delete their own scheduled sessions

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 a list of actions taken on your platform by the 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.

General Permissions

• Manage alerts
  Allows role-holders assigned this permission to create alerts that 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.