Teams

Build a custom team hierarchy for your organization.

User management in Medallia Agent Connect is built around teams. Your organization likely has a hierarchy where team members report to a team leader and team leaders report to a manager. Agent Connect allows you to build your organization's hierarchy into the platform through teams.

Each person in your organization is a member of a team, and there are three pre-defined user roles to support a basic team hierarchy:

Team member — Anyone that interacts with customers regularly can be assigned the "Team Member [Default]" role. Team members are often customer service agents, but they could be sales representatives or work in any other customer-facing role.
Team members usually report to a team leader (such as a manager or supervisor), but they can report directly to Administrators if that best suits your organization's hierarchy.
Team leader — Anyone responsible for managing and coaching a group of team members can be assigned the "Team Leader [Default]" role. By default, this role has broader permissions and greater access to Agent Connect features than team members.
For example, the default permissions allow this role to approve their team's pending profiles, view their team's Trends dashboard, and receive feedback alerts for interactions handled by their team members. Team leaders usually report to an Administrator, but they can report to another team leader, instead.
Administrator — Anyone responsible for configuring and maintaining Agent Connect can be assigned the "Admin [Default]" role. By default, this role has 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 more.

Tip: You can change the permissions assigned to each default role or create entirely new roles to suit your organization's unique needs. For example, you might choose to create unique roles for QA reviewers, coaches, or specialists.

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 and 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.

Note: When a user profile is created, an associated team leader must be selected. A user in any role with the "Manage User" permission is able to serve as a team leader within your organization's hierarchy.

In addition to creating a hierarchy by teams, we also recommend using groups to segment data, which could include different departments or sites of your support organization. You can use group-level reporting to determine how a particular group of teams or employees performs compared to others, or how sub-groups perform compared to each other.