Medallia Agent Connect is structured to support the concept of teams. Each person in your organization is a member of a team, and has one of the following roles:

• Team Member — Anyone that interacts with customers regularly. Team Members are often customer service agents, but they could be sales representatives, happiness champions, or work in any other customer-facing function. Team Members usually report to a Team Leader (such as a manager or supervisor), but they can report directly to Admins if that best suits your organization's hierarchy.
• Team Leader — Anyone responsible for managing and coaching a group of Team Members. Team Leaders have broader permissions and greater access to Agent Connect features than Team Members. For example, Team Leaders are able to approve their team's pending profiles, view their team's trends dashboard, and receive feedback alerts for interactions handles by their Team Members. Team Leaders usually report to an Admin, but they can report to another Team Leader, instead.
• Admin — Anyone responsible for configuring and maintaining Agent Connect. Admins have the broadest set of permissions and access to features. Admins are able to view all dashboards and reports, export all responses, edit profiles and roles for other users within their organization, and so on.

Assign a profile to users as part of creating their Profiles.

Access to data and Agent Connect features is determined by the Permissions granted to each user's role. Consider your organization's structure when you create your team hierarchy in Agent Connect, and at any time you need to add a new user. Think about the user's responsibilities and the information the user needs, and assign a role accordingly.